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
-
Decision Reference DRN-5790464
2 Sep 2025 Santander UK Plc Not upheldConsumer CreditDRN-5790464 The complaint Miss W complains that Santander UK Plc irresponsibly lent to her. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summary. Santander provided ... (5 pages)View decision -
Decision Reference DRN-5748681
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5748681 The complaint Mr B is unhappy that a debt he owed under a credit card provided by NewDay Ltd trading as Aqua was sold to a third-party debt collection agency ‘(DCA’). What happened Mr B opened a credit card account with Aqua on 21 May 2019. In 2021, Mr B advised Aqua of a c... (3 pages)View decision -
Decision Reference DRN-5767530
2 Sep 2025 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-5767530 The complaint Ms W complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services (‘BOI’) advanced her a loan with an interest rate of 19% APR when she was expecting this to be much lower. She’d like this looking into. What happened In August 2023 Ms W fi... (2 pages)View decision -
Decision Reference DRN-5173442
2 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5173442 The complaint Ms A complains about Santander UK Plc’s handling and outcome of a claim she made after she was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In July 2024, Ms A and a... (3 pages)View decision -
Decision Reference DRN-5409857
2 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5409857 The complaint Mr C complains that Lloyds Bank PLC (“Lloyds”) irresponsibly lent him a credit card. What happened In April 2024 Mr C applied for a credit card with Lloyds. The application was accepted and he was provided with a credit limit of £2,500. The limit was never inc... (3 pages)View decision -
Decision Reference DRN-5752144
2 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5752144 The complaint Mr G complains that American Express Services Europe Limited (“AESEL”) gave him incorrect advice about a lounge access benefit associated with his credit card. What happened Mr G holds a Preferred Rewards Gold Credit Card with AESEL. In March 2025 Mr G contacte... (2 pages)View decision -
Decision Reference DRN-5757926
2 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5757926 The complaint Mr T is unhappy with a call note recorded by American Express Services Europe Limited (“AmEx”) and with other aspects of the service that he’s received. What happened Mr T called AmEx and explained that the chip in his AmEx credit card had fallen out, possibly ... (3 pages)View decision -
Decision Reference DRN-5748439
2 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5748439 The complaint Mr A is unhappy with the car supplied under the hire purchase agreement with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (Alphera). When I refer to what Mr A and Alphera have said or did, it should also be taken to include things s... (4 pages)View decision -
Decision Reference DRN-5551060
2 Sep 2025 Lendable Ltd UpheldBanking and PaymentsDRN-5551060 The complaint Miss C complains that Lendable Ltd trading as Zable lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss C applied for a Zable credit card in February 2023. In her application, Miss C said she was em... (3 pages)View decision -
Decision Reference DRN-5583842
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5583842 The complaint Mr K complains Barclays Bank UK PLC acted unfairly by not refunding a payment he made using his debit card. What happened In October 2024, Mr K purchased brake discs from a company I’ll refer to as C. He paid £1,566 using his Barclays debit card. Mr K attempte... (3 pages)View decision
