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-5673226
19 Aug 2025 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-5673226 Complaint Mr W has complained about a personal loan Bank of Ireland (UK) plc (“BOI”) provided to him. He says the loan was unaffordable and shouldn’t have been provided to him. Background BOI provided Mr W with a loan for £15,000.00 in May 2020. The total amount to be repai... (3 pages)View decision -
Decision Reference DRN-5698538
19 Aug 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5698538 Complaint Mr B complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been lent ... (4 pages)View decision -
Decision Reference DRN-5609736
19 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5609736 Complaint Mr R has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background Mr R had two credit cards with Capital One. We’ve already separately expl... (3 pages)View decision -
Decision Reference DRN-5528585
19 Aug 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5528585 Complaint Mr H has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In November 2023, Jaja provided Mr H with a credit card which ha... (3 pages)View decision -
Decision Reference DRN-5727902
18 Aug 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5727902 The complaint Mr M complains the car he acquired financed through a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance (“HF”) was mis-sold to him. What happened In February 2023 Mr M acquired a vehicle financed through a conditional sale ag... (4 pages)View decision -
Decision Reference DRN-5183829
18 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5183829 The complaint Mr K complains about the actions of Wise Payments Ltd when he lost money to a scam. Mr K is being supported by a representative, but for ease I’ll only refer to Mr K. What happened The detailed background to this complaint is well known to both parties. So, I... (3 pages)View decision -
Decision Reference DRN-5304423
18 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5304423 The complaint Mr L complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by a safe account scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-5497883
18 Aug 2025 VERTU FOURTH INVESTMENTS LIMITED Not upheldConsumer CreditDRN-5497883 The complaint Mr M complains that he was misled by Vertu Fourth Investments Limited about a car finance agreement. I’ll refer to Vertu under its trading name of Bristol Street Motors (“BSM”). What happened In August 2024 Mr M approached BSM with a view to buying a used car. ... (3 pages)View decision -
Decision Reference DRN-5542503
18 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5542503 The complaint Miss K complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. What happened Miss K applied for a Vanquis credit card in March 2023. In her application, Miss K said she was employed with a net monthly income of £2,2... (2 pages)View decision -
Decision Reference DRN-5726766
18 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5726766 The complaint Mr D complains that Bank of Scotland plc trading as Halifax blocked his card without notification. What happened Mr D holds a credit card account with Halifax. On 6 February 2025 Mr D attempted to pay the balance of £1,823.98 for a holiday he’d booked. Mr D’s p... (3 pages)View decision
