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 162956 results
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Decision Reference DRN-5308455
5 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5308455 The complaint Miss M complains that Moneybarn No.1 Limited (“Moneybarn”) gave her finance without carrying out the correct checks. Had it made better checks it would’ve seen she was unemployed and in receipt of benefits. What happened In February 2020, Moneybarn provided Mi... (5 pages)View decision -
Decision Reference DRN-5264479
5 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5264479 The complaint Mr M complains that HSBC didn’t send him confirmation of an agreement he had reached with it to repay his outstanding credit balances. As a result of this, he couldn’t borrow further sums which he said would have allowed him to manage his finances better. What... (4 pages)View decision -
Decision Reference DRN-5352346
5 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5352346 The complaint C – a limited company – complains that Barclays Bank UK PLC delayed removing a charge held against a leasehold property it owned. As a result, the sale of the property fell through. What happened C has secured loan facilities with Barclays. It is represented by... (4 pages)View decision -
Decision Reference DRN-5345972
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5345972 The complaint Miss L complains that Revolut Ltd (“Revolut”) didn’t do enough to recover lost funds after she reported an issue. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead, I’ll summarise what... (2 pages)View decision -
Decision Reference DRN-5365855
5 Mar 2025 My Finance Club Limited UpheldConsumer CreditDRN-5365855 The complaint Ms F complains through a representative that My Finance Club Limited (“MFC”) failed to carry out proportionate affordability checks before it lent to Ms F. What happened A summary of Ms F’s borrowing can be found below. loan number loan amount agreement date r... (7 pages)View decision -
Decision Reference DRN-5288469
4 Mar 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5288469 The complaint Mrs R complains that Volvo Car UK Limited has sent her information that should have been sent to another customer and that it has sent her information to that customer. What happened Mrs R signed a hire agreement in May 2024 for a car to be supplied to her but ... (2 pages)View decision -
Decision Reference DRN-5257987
4 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5257987 The complaint Miss M is unhappy with Clydesdale Bank Plc trading as Virgin Money. Miss M said she’s having constant issues when she tries to log in or use the Virgin Money banking app. Miss M said the customer service received when she has contacted Virgin about this was poo... (3 pages)View decision -
Decision Reference DRN-4557937
4 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4557937 The complaint Mr A and Mrs O’s complaint is, in essence, that First Holiday Finance Ltd acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (“CCA”) and (2) deciding against paying a ... (6 pages)View decision -
Decision Reference DRN-5335631
4 Mar 2025 Arval UK Limited UpheldConsumer CreditDRN-5335631 The complaint Mr P has brought a complaint on behalf of E, a partnership of him and his mother. For the sake of ease I’ll refer to Mr P throughout. Mr P complains about a car acquired through a Hire agreement with Arval UK Limited (‘Arval’). Mr P has had problems with the c... (8 pages)View decision -
Decision Reference DRN-5322233
4 Mar 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5322233 The complaint Mr M complains that Madison CF UK Limited trading as 118118 Money was irresponsible in its lending to him. He wants all interest and charges he has paid under the agreement refunded along with statutory interest. He also wants £750 for the loss of his credit ra... (3 pages)View decision
