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 171073 results
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Decision Reference DRN-5785839
3 Sep 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5785839 The complaint Mrs M complains that Barclays Bank UK PLC lent to her irresponsibly. What happened Mrs M applied for and received two loans with Barclays. They were agreed on the following basis: Date Amount Term Repayment Loan 122 December 2018 £19,000 48 months £554.08 Loan... (5 pages)View decision -
Decision Reference DRN-5793675
3 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5793675 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (‘CCA’). (2) Deciding against pa... (2 pages)View decision -
Decision Reference DRN-5794069
3 Sep 2025 Quilter Mortgage Planning Limited UpheldMortgagesDRN-5794069 The complaint This complaint is about a new fixed rate product Mr W arranged on his mortgage via a mortgage broker firm that is part of Quilter Mortgage Planning Limited. The essence of the complaint is that having arranged the new product approximately five months in advan... (4 pages)View decision -
Decision Reference DRN-5373259
3 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5373259 The complaint Mrs M complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mrs M throughout this complaint. What happened The background is known to both... (2 pages)View decision -
Decision Reference DRN-5579445
3 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5579445 The complaint Mr R complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a car finance agreement with him without carrying out reasonable and proportionate checks to ensure the lending was affordable for him. What happened Mr R took out a conditional sale a... (4 pages)View decision -
Decision Reference DRN-5775603
3 Sep 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5775603 The complaint Mr R complains PayPal UK Ltd declined his seller protection claim. What happened Mr R entered into a contract to place adverts on videos and streams he was doing online. The advertiser paid Mr R £3,000 to place these adverts for a quarter, with an understandi... (3 pages)View decision -
Decision Reference DRN-5701774
3 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5701774 Complaint Mr R complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable which caused him ongoing difficulty. Background In June 2015, Advantage Finance provided Mr R with... (5 pages)View decision -
Decision Reference DRN-5661160
3 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5661160 Complaint Mrs R 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 Mrs R with a credit card with an initial limit of £... (3 pages)View decision -
Decision Reference DRN-5691402
3 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5691402 The complaint X complains about charges he has been asked to pay by Mercedes-Benz Financial Services UK Limited (‘MBFS’) since he returned a car he was financing through an agreement with them. X has been represented throughout this complaint but for ease, and because X is ... (3 pages)View decision -
Decision Reference DRN-5793881
2 Sep 2025 New Wave Capital Limited UpheldBanking and PaymentsDRN-5793881 The complaint N complains about the service it has received from New Wave Capital Limited trading as Capital on Tap since 2023. N is represented in bringing this complaint to us by its director, Mr R. What happened Mr R, on behalf of N, entered into a credit agreement with C... (5 pages)View decision
