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 170827 results
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Decision Reference DRN-5880968
14 Oct 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5880968 The complaint Miss H complains that Vanquis Bank Limited irresponsibly lent to her. Miss H is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss H herself. What... (3 pages)View decision -
Decision Reference DRN-5800184
14 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5800184 The complaint Mrs O has complained about how Santander UK Plc (Santander) handled her refund claim. What happened Mrs O purchased airline tickets from a supplier I shall call ‘S’ on 9 December 2024 using her Santander credit card. She paid a £300.00 deposit towards a total ... (4 pages)View decision -
Decision Reference DRN-5207201
14 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5207201 The complaint Mr N complains that Wise Payments Limited (Wise) have declined to refund transactions made on his account that he did not authorise. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in d... (4 pages)View decision -
Decision Reference DRN-5813410
14 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5813410 The complaint Mr J complains AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘AMEX’) unfairly forfeited reward points on his credit card. What happened Around September 2017 Mr J took out a credit card with AMEX. Mr J’s card was then suspended in September 2024 following an accou... (3 pages)View decision -
Decision Reference DRN-5880672
14 Oct 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5880672 The complaint X complains that Vanquis Bank Limited lent irresponsibly when it approved their credit card application and later increased the limit. What happened The background to this complaint and my initial conclusion were set out in a provisional decision. I said: X ap... (5 pages)View decision -
Decision Reference DRN-5583387
14 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5583387 The complaint Mr E complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) irresponsibly lent because it did not carry out reasonable and proportionate checks to ensure he could sustainably afford the repayments. What happened Mr E entered into a hir... (4 pages)View decision -
Decision Reference DRN-5601457
14 Oct 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5601457 The complaint Mr C complains that Moneybarn No.1 Limited loaded a CIFAS fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Moneybarn supplied Mr C with a used vehicle on a ... (4 pages)View decision -
Decision Reference DRN-5635109
14 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5635109 The complaint Ms D complains that Shop Direct Finance Company Limited trading as Very (SDFC) acted irresponsibly by agreeing to a revolving credit facility and subsequent credit limit increases. What happened In November 2020 Ms D applied for a revolving credit facility with... (4 pages)View decision -
Decision Reference DRN-5534330
14 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5534330 The complaint Mr M complains that Bank of Scotland plc – trading as Halifax (Halifax) treated him unfairly by closing his account without notice. What happened Mr M opened an account (the Account) with Halifax in February 2016. Halifax told us that: • In September 2024, a... (4 pages)View decision -
Decision Reference DRN-5846633
14 Oct 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5846633 The complaint Mr S complains about end of contract charges applied by Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (“Skoda FS”). He’s also unhappy that they didn’t reduce the charges as agreed, and their continued handling of the matter. Wh... (3 pages)View decision
