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 171072 results
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Decision Reference DRN-5299911
30 Jul 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5299911 The complaint Ms P complains about the quality of a car supplied to her on hire by Santander Consumer (UK) Plc (‘SC’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving ... (3 pages)View decision -
Decision Reference DRN-5724653
30 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5724653 The complaint Mr L has complained that there was an unfair debtor-creditor relationship between himself and Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) arising out of a loan taken to pay for a timeshare membership. What happened In June... (5 pages)View decision -
Decision Reference DRN-5640516
30 Jul 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5640516 The complaint Miss N, the executor of the estate of her late father Mr N, complains about how Landmark Mortgages Limited have dealt with Mr N’s mortgage since he passed away. What happened The late Mr N took out a mortgage with Northern Rock in 2005. He borrowed around £123,... (4 pages)View decision -
Decision Reference DRN-5513653
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5513653 The complaint Miss B complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss B was approved for an Aqua credit card in January 2020 with a £300 credit limit. I have detailed the credit limit increases below: December 2020 £300 to £1,300 May 20... (4 pages)View decision -
Decision Reference DRN-5723048
30 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5723048 The complaint Mr C’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘the Lender’), acted unfairly and unreasonably by 1. Being party to an unfair credit relationship with him under Section 140A of the Consumer Credi... (3 pages)View decision -
Decision Reference DRN-5679727
30 Jul 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5679727 The complaint Mr D complains that Metro Bank Plc trading as RateSetter (Metro) didn’t sufficiently check he could afford to sustain repayments for three loans they’d agreed to lend to him. What happened In May 2022 Mr D entered into a Fixed Sum loan agreement with Metro for ... (3 pages)View decision -
Decision Reference DRN-5375706
30 Jul 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5375706 The complaint Mr R complains that Advantage Finance Ltd lent to him irresponsibly and without carrying out proper affordability checks. What happened In September 2022 Advantage approved a Hire Purchase agreement for Mr R to enable him to buy a car. It lent him £6,495, which... (2 pages)View decision -
Decision Reference DRN-5467856
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5467856 The complaint Mrs P complains that NewDay Ltd trading as Fluid irresponsibly lent to her. What happened Mrs P was approved for a Fluid credit card in August 2021 with a credit limit of £1,500. The credit limit was increased to £2,750 in December 2021. The credit limit was in... (4 pages)View decision -
Decision Reference DRN-5645236
30 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5645236 The complaint Mr O is unhappy with how BMW Financial Services (GB) Limited (‘BMWFS’) are reporting how he settled his agreement with them. What happened In November 2017, Mr O was supplied with a new car through a hire purchase agreement with BMWFS. He paid an advance payme... (3 pages)View decision -
Decision Reference DRN-5576066
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5576066 The complaint Mr N complains that Monzo Bank Ltd defaulted his account incorrectly. What happened My provisional decision of 15 July 2025 set out the background to this complaint: “Monzo decided to close Mr N’s current account and notified him it would be closed in October 2... (4 pages)View decision
