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-5660401
23 Jul 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5660401 The complaint Mr S complains that Marks and Spencer Financial Services Plc trading as M&S Bank registered a default on his account and passed it to a debt collection agency. What happened In August 2024 Mr S took out a credit card with M&S Bank. When he opened the ac... (2 pages)View decision -
Decision Reference DRN-5711514
23 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5711514 The complaint Mr W complains that American Express Services Europe Limited (“AmEx”) didn’t honour a promotional offer he feels he was eligible for. What happened Mr W wanted to avail of an offer promoted by AmEx wherein he would receive a £100 reimbursement if he spent over... (3 pages)View decision -
Decision Reference DRN-5537108
23 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5537108 The complaint Miss M complains Clydesdale Bank Plc trading as Virgin Money didn’t do enough to help her when she was trying to pay in a cheque. What happened Miss M has an account with Virgin Money. She’s told us she has mobility issues too and relies on online banking. Miss... (2 pages)View decision -
Decision Reference DRN-5651975
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5651975 The complaint Mr W complains that Revolut Ltd (Revolut) failed to notice that he was transferring large sums of money out of his account for gambling. He thinks it should have done more to safeguard his money while he was suffering from mental illness. As a result, he lost t... (2 pages)View decision -
Decision Reference DRN-5408640
23 Jul 2025 Bamboo Limited Not upheldConsumer CreditDRN-5408640 The complaint Mr D complains that Bamboo Limited (Bamboo) didn’t sufficiently check whether he could afford the loan they agreed to lend to him. What happened In October 2023 Mr D entered into a Fixed Sum loan agreement with Bamboo for £15,000. After interest and charges wer... (4 pages)View decision -
Decision Reference DRN-5416966
23 Jul 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5416966 The complaint Mr A complains that PayPal UK Ltd incorrectly reported a missed payment to the credit reference agencies (CRA’s). What happened Mr A opened a credit account with PayPal. He said he spoke to PayPal on the phone and was told that a direct debit had been set up t... (3 pages)View decision -
Decision Reference DRN-5293470
23 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5293470 The complaint Mr G complains about the quality of a used car he acquired through a hire purchase agreement (HPA), financed by Lendable Ltd trading as Autolend (Autolend). What happened Around July 2024, Mr G acquired a used car through a HPA, financed by Autolend. The cash p... (3 pages)View decision -
Decision Reference DRN-5637368
23 Jul 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5637368 The complaint Miss R complains that Sainsbury’s Bank Plc irresponsibly provided her with a loan. What happened In March 2022, Miss R applied for a £10,000 loan with Sainsbury’s Bank. The application was approved and the funds drawn down. Some years later, in early 2025, Mi... (3 pages)View decision -
Decision Reference DRN-5631641
23 Jul 2025 Inclusive Finance Limited Not upheldConsumer CreditDRN-5631641 The complaint Mr P is unhappy that Inclusive Finance Limited, trading as Creditspring, didn’t provide him with a 14-day cooling off period from the day he took a loan with them. What happened Mr P began a paid year-long membership with Creditspring on 18 January 2025 which e... (2 pages)View decision -
Decision Reference DRN-5335680
23 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5335680 The complaint Ms V complains about a car supplied under a hire purchase agreement, provided by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’). Ms V has been represented on this complaint. But to keep things simple, I will only refer t... (3 pages)View decision
