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 157456 results
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Decision Reference DRN-5382374
10 Mar 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5382374 The complaint Miss S complains that Admiral Financial Services Limited trading as Admiral Money (Admiral) are holding her liable for a loan that she says she didn’t take out or benefit from. What happened The detailed background to this complaint is well known to both parti... (5 pages)View decision -
Decision Reference DRN-5375595
10 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5375595 Complaint Miss M complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with her. She has said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and the stress of ha... (5 pages)View decision -
Decision Reference DRN-4919819
10 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4919819 The complaint Miss R complains that Wise Payments Limited didn’t do enough to prevent the loss she suffered when she fell victim to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some o... (4 pages)View decision -
Decision Reference DRN-5365460
10 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5365460 Complaint Mrs L has complained that Shop Direct Finance Company Limited (trading as “Very”) irresponsibly provided her with two catalogue shopping accounts and credit limit increases. She’s said that this credit was unaffordable for her and it resulted in her entering into a... (6 pages)View decision -
Decision Reference DRN-5042872
10 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5042872 The complaint Mr D complains about a credit card agreement he has with Tesco Personal Finance Limited trading as Tesco Bank. More specifically, the way that Tesco Bank dealt with a claim he submitted under section 75 (s.75) of the Consumer Credit Act (CCA). Tesco Bank did no... (3 pages)View decision -
Decision Reference DRN-5382297
10 Mar 2025 Raylo Group Limited UpheldConsumer CreditDRN-5382297 The complaint Mr W is unhappy Raylo Group Limited returned his mobile phone device, financed through a hire agreement, to an incorrect address. What happened The agreement In February 2023, Mr W entered into a hire agreement for a mobile phone device. The agreement was for... (5 pages)View decision -
Decision Reference DRN-5331507
10 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5331507 The complaint Ms S complains about a credit card agreement she has with Vanquis Bank Limited. More specifically, the way that Vanquis Bank Limited dealt with a claim she submitted under section 75 (s.75) of the Consumer Credit Act (CCA). Vanquis Bank Limited did not uphold h... (3 pages)View decision -
Decision Reference DRN-5321627
10 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5321627 Complaint Mr G says that National Westminster Bank Plc (“NatWest”) unfairly provided him with an overdraft with a limit of £15,000.00 after it had declined a loan application from him. Background In April 2015, Mr G successfully applied for an overdraft which had a limit of... (3 pages)View decision -
Decision Reference DRN-5378167
10 Mar 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5378167 Complaint Mr D has complained that The Royal Bank of Scotland Plc (“RBS”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our invest... (3 pages)View decision -
Decision Reference DRN-5338556
10 Mar 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5338556 Complaint Mr C complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the finance was unaffordable which resulted in him experiencing ongoing struggles going forward. Background In January 2017, SMF p... (4 pages)View decision
