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-5756402
14 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5756402 The complaint Mr I complains that American Express Services Europe Limited (AESEL) has defaulted his credit card account. What happened Mr I got into financial difficulties as a result of a property he let out to a tenant. He says the tenant stopped paying rent, and they ca... (4 pages)View decision -
Decision Reference DRN-5753574
14 Aug 2025 Conister Bank Limited UpheldConsumer CreditDRN-5753574 The complaint Miss S complains that the car she acquired financed through a hire purchase agreement with Conister Bank Limited (“CBL”) wasn’t of satisfactory quality. What happened Miss S acquired a car financed through a hire purchase agreement with CBL she signed on 13 Nov... (4 pages)View decision -
Decision Reference DRN-5756367
14 Aug 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5756367 The complaint Mrs G complains that Lowell Portfolio I Ltd (Lowell) have been unfairly pursuing her for a debt that isn’t hers. Mrs G is represented on this case by her husband Mr G but for ease of reading I will only refer to Mrs G throughout, even if the action was taken by... (4 pages)View decision -
Decision Reference DRN-5607009
14 Aug 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5607009 The complaint Mr L complains that Secure Trust Bank Plc trading as Moneyway (“Moneyway”) entered into a Hire Purchase agreement with him when it was unaffordable. Mr L has brought his complaint using a professional representative but for ease I will refer to Mr L throughout... (4 pages)View decision -
Decision Reference DRN-5727869
14 Aug 2025 Plata Finance Limited UpheldConsumer CreditDRN-5727869 The complaint Mr H complains that Plata Finance Ltd (Plata) acted irresponsibly in providing him with a personal loan because it was unaffordable for him. What happened Mr H took out a personal loan with Plata in August 2024. The loan was for £7,500. The loan term was 60 mo... (5 pages)View decision -
Decision Reference DRN-5308287
14 Aug 2025 Next Retail Limited Not upheldConsumer CreditDRN-5308287 The complaint Miss L complains that Next Retal Limited trading as Next (“Next”) recorded a late payment marker on her credit file. Miss L says she was unable to secure a mortgage as a result. What happened Miss L took out a catalogue shopping account with Next. In February 2... (3 pages)View decision -
Decision Reference DRN-5744202
14 Aug 2025 MBNA Limited UpheldBanking and PaymentsDRN-5744202 The complaint Mr W complains about a caravan he purchased using credit partially provided by MBNA Limited trading as MBNA (“MBNA”). What happened In July 2019, Mr W bought a new caravan from a supplier I’ll call ‘S’. He paid £25,695 to purchase this, £1000 of which he paid ... (6 pages)View decision -
Decision Reference DRN-5756237
14 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5756237 The complaint Mr B complains that Bank of Scotland plc trading as Halifax sent letters to an incorrect address, so his credit card account was defaulted. The debt was then sold to a debt purchaser and ultimately a County Court Judgement (CCJ) was recorded on his credit file.... (5 pages)View decision -
Decision Reference DRN-5755996
14 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5755996 The complaint Miss C and Mr L complain Santander UK Plc has unfairly declined applications they made for an overdraft. What happened In January 2022 Miss C and Mr L opened a joint current account with Santander. Since then they have applied for an overdraft on several occas... (4 pages)View decision -
Decision Reference DRN-5721809
14 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5721809 The complaint Miss O complains that Bank of Scotland plc, trading as Halifax, acted out of accordance with her account terms and conditions when reducing the credit limit on her account with immediate effect. What happened On 7 February 2025, Halifax sent a letter to Miss O... (4 pages)View decision
