We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381196 results
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Decision Reference DRN-5523512
8 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5523512 Complaint Mr G has complained about a credit card Marks & Spencer Financial Services Plc (trading as “M&S Bank”) provided to him. He says that the credit card was unaffordable for him and caused him ongoing financial difficulty as he had to take out further credit to... (4 pages)View decision -
Decision Reference DRN-5588223
8 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5588223 Complaint Mr W complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In December 2022, Black Hor... (3 pages)View decision -
Decision Reference DRN-5423030
8 Sep 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5423030 Complaint Mr S is unhappy Propel Holdings (UK) Limited (trading as “Quidmarket”) provided him with a high-cost short-term credit instalment loan. He says the loan was irresponsibly provided given his existing circumstances. Background This complaint centres around the provi... (3 pages)View decision -
Decision Reference DRN-5732232
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5732232 Complaint Miss N has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to her current account. She’s effectively said the charges applied to her account were unfair as they were applied when she was in financial diffi... (6 pages)View decision -
Decision Reference DRN-5784030
8 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5784030 Complaint Ms M has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to her. She says she shouldn’t have been provided with a credit card or a limit increase. Background Capital One provided Ms M with a credit card with an initial limit of £20... (3 pages)View decision -
Decision Reference DRN-5743814
8 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5743814 Complaint Miss C has complained about the overdraft charges HSBC UK Bank Plc (trading as “First Direct”) applied to her current account. She’s effectively said the charges applied to her account were unfair as they were applied when she was in financial difficulty. Backgrou... (5 pages)View decision -
Decision Reference DRN-5695452
8 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5695452 Complaint Mr D has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that it ought to have known the loan was unaffordable for him and so shouldn’t have provided it. Background 118 118 Money provided Mr D with a loan for £2... (3 pages)View decision -
Decision Reference DRN-5796525
8 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5796525 Complaint Mr F has complained that Santander UK Plc (“Santander”) unfairly continued applying charges to his overdraft and his credit card. He says that this interest was added even when it was clear that he was in financial difficulty and failing to see a credit balance on ... (4 pages)View decision -
Decision Reference DRN-5728691
8 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5728691 Complaint Mr F complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In November 202... (3 pages)View decision -
Decision Reference DRN-5427365
8 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5427365 Complaint Mr P has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that it ought to have known the loan was unaffordable and so shouldn’t have provided it to him. Background 118 118 Money provided Mr P with a loan for £2,0... (3 pages)View decision
