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-5542492
20 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5542492 The complaint Mr M says Moneybarn No. 1 Limited (‘Moneybarn’) irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says that if it had made better checks it... (4 pages)View decision -
Decision Reference DRN-5740368
20 Aug 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5740368 The complaint With the help of a professional representative (PR), Ms W complains that Marsh Finance & Commercial Ltd lent to her irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Ms W. What happened On 16 February 2022, Ms W entered into a H... (3 pages)View decision -
Decision Reference DRN-5511814
20 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5511814 Complaint Mrs C has complained that Creation Consumer Finance Ltd (“Creation”) irresponsibly provided her with an unaffordable credit account. She’s said that it ought to have seen that the credit was unaffordable. Background Mrs C was initially provided with a credit accou... (3 pages)View decision -
Decision Reference DRN-5640892
20 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5640892 The complaint Mrs R complains Vanquis Bank Limited (Vanquis) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Mrs R says Vanquis approved a credit card account for her in September 2019, although at that time she... (3 pages)View decision -
Decision Reference DRN-5760134
20 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5760134 Complaint Miss L has complained about the overdraft charges Bank of Scotland plc (“BOS”) applied to her current account. Miss L is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Miss L’s account were unfai... (5 pages)View decision -
Decision Reference DRN-5764812
19 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5764812 The complaint Mr M complains about Lloyds Bank PLC decision to restrict his account and withhold his money. What happened Mr M held an account with Lloyds. Around March 2024, Lloyds restricted Mr M’s account due to concerns with a payment. They contacted Mr M and asked him t... (2 pages)View decision -
Decision Reference DRN-5680360
19 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5680360 The complaint Mr M has complained that Bank of Scotland plc trading as Halifax treated him poorly when he tried to close his account. What happened Mr M had an ISA with Halifax, and visited a branch on 5 December 2024 in order to close it. Unfortunately, this wasn’t possibl... (2 pages)View decision -
Decision Reference DRN-5608768
19 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5608768 The complaint Mr J complains Lloyds Bank PLC caused him considerable distress and inconvenience as a result of the way it handled the aftermath of a burglary. What happened Mr J and his wife have a joint account with Lloyds Bank. They have other accounts too and separate use... (2 pages)View decision -
Decision Reference DRN-5650674
19 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5650674 The complaint Miss W has complained about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY’s (NatWest) communication with her regarding her overdraft. What happened Miss W had an overdraft with NatWest. Unfortunately, she began experiencing financial difficulties, and NatWes... (2 pages)View decision -
Decision Reference DRN-5680940
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5680940 The complaint Mr H has complained about the way Santander UK Plc handled a branch transaction. What happened To summarise: in summer 2024, Mr H went into a Santander branch with his wife to pay his credit card bill. A £2,000 cash withdrawal was debited from Mr H’s Santander ... (5 pages)View decision
