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-5492000
24 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5492000 The complaint Miss D complains that National Westminster Bank PLC (NatWest) lent to her irresponsibly as she could not afford the repayments on the loans. What happened Miss D took three loans with NatWest and the table summarises the lending. Loan Date Loan amount Loan term... (3 pages)View decision -
Decision Reference DRN-5543353
24 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5543353 The complaint Miss K complains American Express Services Europe Limited (‘Amex’) didn’t set up a direct debit from her nominated account. Miss K would like this rectifying. What happened Miss K complained to Amex that she’d not been able to set up a direct debit from her n... (2 pages)View decision -
Decision Reference DRN-5671055
24 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5671055 The complaint Mr S complains that American Express Services Europe Limited (AESEL) registered a late payment marker on his credit file and suspended his account without giving him prior notice. What happened Mr S holds a credit card account with AESEL. On 22 October 2024 Mr ... (3 pages)View decision -
Decision Reference DRN-5706356
24 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5706356 The complaint With the help of a professional representative (PR), Ms B complains that Vanquis Bank Limited lent to her irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Ms B. What happened On 21 November 2012, Ms B opened a credit card account w... (4 pages)View decision -
Decision Reference DRN-5704985
24 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5704985 The complaint Mr B has complained about the interest rate on a loan he took out with Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (“Novuna”). What happened Mr B, alongside his wife, took out a timeshare membership from a timeshare supplier (“the Supplier”... (7 pages)View decision -
Decision Reference DRN-5674746
24 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5674746 The complaint Mrs B has complained about several matters arising out of a loan taken from Clydesdale Financial Services Limited (the ‘Lender’) to pay for a timeshare. What happened In or around October 2007, Mrs B – together with her husband – agreed to trade in an existing ... (4 pages)View decision -
Decision Reference DRN-5673761
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5673761 The complaint Mr S complains Barclays Bank UK PLC’s IT outage inconvenienced him. What happened There was an IT outage at Barclays over the weekend of 31 January to 2 February 2025. During this time Mr S says he had problems with his app, couldn’t check when his payment wa... (3 pages)View decision -
Decision Reference DRN-5498838
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5498838 The complaint Miss W complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) failed to carry out a reasonable assessment of her credit worthiness before it approved a credit card account for her. What happened Miss W says Tesco approved a credit card account for her in ... (3 pages)View decision -
Decision Reference DRN-5709902
24 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5709902 The complaint Mr R complains that Bank of Scotland plc, trading as Intelligent Finance, won’t reimburse him for all of the payments he made to a scam. Mr R’s complaint is brought by a professional representative but for ease I will refer only to Mr R in this decision. What... (4 pages)View decision -
Decision Reference DRN-5711465
24 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5711465 The complaint Mr B complains Barclays Bank UK PLC allowed him to spend more money than he had. What happened Barclays had an IT outage, and Mr B was able to spend more money than was in his account. Mr B complained to Barclays and spoke to it over the phone where he was of... (4 pages)View decision
