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 170994 results
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Decision Reference DRN-5706510
22 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5706510 The complaint Mr C says NewDay Ltd trading as Aqua (‘NewDay’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that his financial situation was poor when the card was started, and New... (4 pages)View decision -
Decision Reference DRN-5605166
22 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5605166 Complaint Mrs E has complained about a credit card MBNA Limited (“MBNA”) provided to her. She says that the card was provided to her despite her existing high debt levels and clear difficulty. Background MBNA provided Mrs E with a credit card with a limit of £12,000.00 in J... (3 pages)View decision -
Decision Reference DRN-5118086
22 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5118086 The complaint Mrs C complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) misrepresented the terms of her hire purchase agreement. She also complains she was pressured into signing the agreement. What happened In May 2024 Mrs C ... (4 pages)View decision -
Decision Reference DRN-5491493
22 Jul 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5491493 Complaint Mr R complains that First Response Finance Limited (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said he shouldn’t have been lent to given his previous credit history and he was struggling with a gambling addiction. Background I... (5 pages)View decision -
Decision Reference DRN-5654359
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5654359 The complaint Mr L complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr L says Tesco approved a credit card account for him with a £250 credit limit in ... (3 pages)View decision -
Decision Reference DRN-5607579
22 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5607579 The complaint Miss S complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Miss S is represented by a solicitor’s firm 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 S herself... (4 pages)View decision -
Decision Reference DRN-5651697
22 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5651697 The complaint Mr A complains Barclays Bank UK PLC’s IT outage caused him unnecessary inconvenience. What happened Mr A received his wages on 31 January 2025, whilst there was an IT outage at Barclays. Mr A says his card was declined in a restaurant, bills went unpaid, so h... (3 pages)View decision -
Decision Reference DRN-5628857
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5628857 The complaint Mr N complains about the impact of Barclays Bank UK PLC IT outages. What happened During the weekend of 31 January 2025, Barclays suffered an IT outage which affected customers such as Mr N. Mr N reports being unable to access his account for two days and says ... (3 pages)View decision -
Decision Reference DRN-5646455
22 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5646455 The complaint Mr B complains that Madison CF Limited trading as 118 118 Money lent to him irresponsibly. What happened On 15 November 2022 Mr B applied for a loan with 118 118 Money. The loan was approved, and Mr B was given a loan of £2,200 over a term of 18 months with an ... (3 pages)View decision -
Decision Reference DRN-5651826
22 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5651826 The complaint Mr and Mrs H complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (27 pages)View decision
