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 162956 results
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Decision Reference DRN-5508341
17 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5508341 The complaint Mr G complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr G applied for an Aqua credit card in November 2020. In his application, Mr G said he was emplo... (3 pages)View decision -
Decision Reference DRN-5587355
17 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5587355 Complaint Mrs P complains that RCI Financial Services Limited (trading as “Renault” Finance) unfairly entered into a hire-purchase agreement with her. She’s said that the finance that was unaffordable and this resulted in an unfair lending relationship. Background In April ... (5 pages)View decision -
Decision Reference DRN-5595141
17 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5595141 The complaint Mr K complains that Bank of Scotland plc trading as Halifax blocked his credit card whilst he was travelling abroad. What happened Mr K holds a credit card with Halifax. On 5 January 2025 Mr K used his card abroad to make two purchases but subsequent attempts t... (3 pages)View decision -
Decision Reference DRN-5510653
17 Jun 2025 Santander UK Plc Not upheldMortgagesDRN-5510653 The complaint Mr K complains that Santander UK Plc hasn’t yet made a decision on whether he can put a joint mortgage in his name alone. Mr K’s income is complex, but he says the payment history and equity in the property should be enough to allow Santander to lend to him. Wh... (3 pages)View decision -
Decision Reference DRN-5622318
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5622318 The complaint Mr O complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for an Aqua credit card in February 2018. In his application, Mr O said he was emplo... (3 pages)View decision -
Decision Reference DRN-5466432
17 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5466432 The complaint Miss S complained because Lloyds Bank PLC refused to refund her for all the payments which had taken place on her account over a year. There were 65 payments and the total was £11,465.74. What happened On 14 December 2023, Miss S contacted Lloyds. She said she... (4 pages)View decision -
Decision Reference DRN-5378019
17 Jun 2025 First Response Finance Ltd UpheldConsumer CreditThe complaint Miss J is unhappy that a car supplied to her under a hire purchase agreement with First Response Finance Ltd (First Response) was of an unsatisfactory quality. When I refer to what Miss J has said and what First Response have said, it should also be taken to include things sa... (6 pages)View decision -
Decision Reference DRN-5503976
17 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5503976 The complaint Mr H complains that Barclays Bank UK PLC did not switch his buy-to-let mortgage to a new fixed interest rate on time. As a result, his mortgage reverted to the standard variable rate (SVR). What happened Mr H has a buy-to-let mortgage with Barclays. It had a fi... (3 pages)View decision -
Decision Reference DRN-5520491
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5520491 The complaint Mr B complains Barclays Bank UK PLC (trading as Tesco Bank) failed to refund his deposit for a vehicle he declined to purchase. What happened On around 3 August 2024, Mr B sought to trade-in his 17-year-old caravan for a newer one from a caravan supplier (which... (5 pages)View decision -
Decision Reference DRN-5563236
17 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5563236 The complaint Mrs C says Vanquis Bank Limited, irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a credit card. She says that her financial situation was precarious when she took the card, and Vanquis s... (3 pages)View decision
