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 171071 results
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Decision Reference DRN-5656531
4 Aug 2025 Santander UK Plc Not upheldMortgagesDRN-5656531 The complaint Mr L’s complaint is about a mortgage he holds with Santander UK Plc. The essence of the complaint is that Mr L is unhappy with how Santander handled two promissory notes he sent it with the intention of using them as payment for arrears. What happened The bro... (4 pages)View decision -
Decision Reference DRN-5732296
4 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5732296 The complaint Ms E complains that a used car she acquired through a conditional sale agreement financed by Moneybarn No.1 Limited trading as Moneybarn (‘Moneybarn’) is of unsatisfactory quality. What happened In May 2023 Ms E took out a conditional sale agreement to cover t... (5 pages)View decision -
Decision Reference DRN-5681531
4 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5681531 Complaint Mr M has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to him. He says that the credit card and the subsequent limit increases were unaffordable for him and this resulted in ongoing difficulties. Background Vanquis provided Mr M with a c... (5 pages)View decision -
Decision Reference DRN-5682916
4 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5682916 The complaint Miss P complains that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) approved credit card transactions that took her over her credit card limit, and didn’t tell her about this. Miss P is unhappy that this has pushed her into further financial difficulty... (3 pages)View decision -
Decision Reference DRN-5625781
4 Aug 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5625781 Complaint Mr N complains that Blue Motor Finance Ltd (“BMF”) unfairly entered into a hire-purchase agreement with him. He’s said that the payments to this agreement were unaffordable and so he should not have been lent to. Background In December 2018, BMF provided Mr N with... (3 pages)View decision -
Decision Reference DRN-5616309
4 Aug 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5616309 Complaint Mrs B has complained about a credit card Zopa Bank Limited (“Zopa”) provided to her. She says the credit card was irresponsibly provided as it was unaffordable for her. Background Zopa provided Mrs B with a credit card with a limit of £300 in December 2021. The li... (3 pages)View decision -
Decision Reference DRN-5726169
4 Aug 2025 Tymit Ltd Not upheldBanking and PaymentsDRN-5726169 Complaint Miss M has complained about a credit card Tymit Ltd (“Tymit”) provided to her. She says she shouldn’t have been provided with a credit card or a limit increase. Background Tymit provided Miss M with a credit card with an initial limit of £3,300.00 in September 202... (4 pages)View decision -
Decision Reference DRN-5732399
4 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5732399 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) declined to refund a failed cash withdrawal which he’s since been held liable for. What happened Mr B was on holiday and had experienced some difficulties using his Monzo card. He explained that he’d attempted to pur... (3 pages)View decision -
Decision Reference DRN-5730662
4 Aug 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5730662 The complaint Miss H complains that MBNA Limited have irresponsibly lent to her. Miss H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss H herself... (2 pages)View decision -
Decision Reference DRN-5557596
4 Aug 2025 Hampshire Trust Bank Plc Not upheldBanking and PaymentsDRN-5557596 The complaint This complaint is about a commercial mortgage held by a limited company I’ll refer to as W with Hampshire Trust Bank plc (HTB). W has one director, Mr S. There are two broad strands to the complaint; these are: • that HTB failed to follow up on a commitment t... (3 pages)View decision
