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 368546 results
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Decision Reference DRN-5351782
17 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5351782 Complaint Ms B has complained that Vanquis Bank Limited (“Vanquis”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that all of this credit was unaffordable and caused her continued financial difficulty as the repayments re... (5 pages)View decision -
Decision Reference DRN-5373933
17 Mar 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5373933 Complaint Ms L complains that FirstRand Bank Limited (trading as “MotoNovo Finance”) unfairly entered into a hire-purchase agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and the st... (5 pages)View decision -
Decision Reference DRN-5400017
17 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5400017 Complaint Ms K has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to her. She says credit card was irresponsibly provided as it was unaffordable for her. Background Capital One provided Ms K with a credit card with a limit of £200 in Januar... (3 pages)View decision -
Decision Reference DRN-5167818
17 Mar 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5167818 Complaint Mr C complains that Santander Consumer (UK) Plc (trading as Santander Consumer Finance (“Santander CF”)) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable for him and his struggle to make his repayments cause... (4 pages)View decision -
Decision Reference DRN-5375958
17 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5375958 Complaint Mr C has complained that Lloyds Bank PLC (“Lloyds”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Mr C is being represented in his complai... (4 pages)View decision -
Decision Reference DRN-5394005
17 Mar 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5394005 Complaint Miss B has complained about a credit card Zopa Bank Limited (“Zopa”) provided to her. She says the credit card as well as the limit increase were irresponsibly provided. Background Zopa provided Miss B with a credit card with an initial limit of £1,200.00 in Decem... (3 pages)View decision -
Decision Reference DRN-5393653
17 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5393653 Complaint Mr E complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable and this resulted in him having to borrow from family, friends or loan providers in order to sat... (4 pages)View decision -
Decision Reference DRN-5400108
16 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5400108 The complaint Ms H complains that Revolut Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened I issued a provisional decision for this complaint on 28 February 2025. In it I set out the background and my p... (10 pages)View decision -
Decision Reference DRN-5400063
16 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5400063 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) deducted an unfair salvage value following an accident and provided him with a poor service. Any reference to Admiral in this decision includes its appointed agents and representatives. What ... (3 pages)View decision -
Decision Reference DRN-5400035
15 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5400035 The complaint Mrs L has complained that Monzo Bank Limited (“Monzo”) failed to protect her from falling victim to a cryptocurrency investment scam and hasn’t refunded the money she lost. What happened I issued a provisional decision in February 2025 explaining why I was min... (5 pages)View decision
