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-5759838
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5759838 The complaint Ms K complains that NewDay Ltd trading as Aquacard lent to her irresponsibly. What happened In February 2018, Ms K applied for – and was given – a credit card with NewDay. An Initial credit limit of £450 was agreed. Since then, her limit was amended as follows:... (5 pages)View decision -
Decision Reference DRN-5860940
22 Oct 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5860940 The complaint Mrs C complains about end of contract charges when her agreement with Volkswagen Financial Services (UK) Limited ended. What happened On 21 April 2021 Mrs C was supplied with a car and entered into a contract hire agreement with VWFS. The agreement was for a te... (2 pages)View decision -
Decision Reference DRN-5809244
22 Oct 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5809244 The complaint Mr F complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AMEX) recorded incorrect information on his credit file, causing him considerable distress and inconvenience. What happened Mr F had an AMEX account and attempted to make some payments on it during O... (3 pages)View decision -
Decision Reference DRN-5802252
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5802252 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A held an account with Monzo. In March 2024, he received a payment from a third- party, through a... (3 pages)View decision -
Decision Reference DRN-5897525
22 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5897525 The complaint Miss P complains PayPal UK Ltd took back money for a chargeback a buyer raised. What happened Miss P sold something and the buyer paid by PayPal. The buyer then raised a chargeback, saying the item hadn’t been delivered. Miss P sent PayPal proof of delivery,... (3 pages)View decision -
Decision Reference DRN-5532775
22 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5532775 Complaint Mr M complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable and that this created ongoing difficulty as he ended up missing payments to priority credi... (4 pages)View decision -
Decision Reference DRN-5683263
22 Oct 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5683263 Complaint Mr B has complained about a loan Metro Bank PLC (trading as “Ratesetter”) provided to him. He says he believes proper affordability checks weren’t carried out when he applied for his loan and this resulted in him being irresponsibly lent to. Background In Septembe... (3 pages)View decision -
Decision Reference DRN-5718687
21 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5718687 The complaint Mr M complains that it was irresponsible for Bank of Scotland plc, trading as Halifax, to have opened a credit card account for him and to have increased his credit limit. What happened Mr M applied to Halifax for a credit card account in June 2016. His applica... (3 pages)View decision -
Decision Reference DRN-5613378
21 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5613378 The complaint Miss H is unhappy that a car supplied to her under a hire purchase agreement with Lendable Ltd t/a Autolend (Lendable) was of an unsatisfactory quality. When I refer to what Miss H has said and what Lendable have said, it should also be taken to include things... (5 pages)View decision -
Decision Reference DRN-5860773
21 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5860773 The complaint Mr A complains that CA Auto Finance UK Limited has terminated the finance agreement under which a car had been supplied to him and that the car was seized from him. What happened A used car was supplied to Mr A under a personal contract purchase agreement with ... (3 pages)View decision
