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 1466 results
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Decision Reference DRN-3690725
9 Sep 2022 Provident Personal Credit Limited UpheldConsumer CreditDRN-3690725 The complaint Ms M complains that Provident Personal Credit Limited (Provident) mis-managed her account after she told it she was having financial difficulties as well as providing details of her health problems. What happened In October 2020, Ms M told Provident about her heal... (6 pages)View decision -
Decision Reference DRN-5730213
20 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5730213 Complaint Mr M has complained about credit cards Capital One (Europe) plc (“Capital One”) provided to him. He says that the credit cards and the subsequent limit increases shouldn’t have been provided as they were unaffordable for him and this caused ongoing financial diffic... (5 pages)View decision -
Decision Reference DRN8909014
11 Apr 2019 Santander UK Plc Not upheldPayment protection insurance (PPI)Ms M, Mr M and the legal representative of the late Mr T complain that Santander UK Plc trading as National and Provincial at the time (Santander) mis-sold them payment protection insurance (PPI) policy alongside a mortgage.backgroundMs M, Mr M and Mr T took out a mort... (5 pages)View decision -
Decision Reference DRN-4092375
4 May 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4092375 The complaint Mrs C and Mr P are unhappy with HSBC UK Bank Plc’s (HSBC) reporting to credit reference agencies (CRAs) in relation to their mortgage. What happened Mrs C and Mr P held a repayment mortgage with HSBC, originally taken out in 2020. The mortgage was made up of two s... (5 pages)View decision -
Decision Reference DRN-3549703
29 Jun 2022 Secure Trust Bank Plc UpheldConsumer CreditDRN-3549703 The complaint Mr W complains about the support he has received from Secure Trust Bank Plc trading as Moneyway (“Moneyway”) in relation to a hire purchase agreement he has with it. What happened In March 2017 Mr W took out a hire purchase agreement with Moneyway under which it s... (10 pages)View decision -
Decision Reference DRN4951221
23 Sep 2019 George Banco.com Limited UpheldBanking and creditMr K complains that George Banco.com Limited treated him unfairly. He was a guarantor on three loans provided by George Banco.com to a very close family member (“the borrower”). Amongst other things he says that George Banco.com was irresponsible when it accepted him as a guarantor because... (13 pages)View decision -
Decision Reference DRN-5401433
23 Jul 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5401433 The complaint Mrs B complains that PayPal (Europe) S.Ã r.l et Cie, S.C.A. lent to her irresponsibly by approving a credit account for her and a credit limit increase on that account which she could not afford. What happened Mrs B had an account with PayPal and then in Nove... (5 pages)View decision -
Decision Reference DRN-5990934
2 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5990934 Complaint Miss B complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional-sale agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In July... (6 pages)View decision -
Decision Reference DRN-3878037
3 Jan 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-3878037 The complaint Mrs T complains that HSBC UK Bank Plc defaulted her loan after agreeing a payment pause. What happened I issued my provisional decision on this complaint on 5 December 2022. This is what I said: What happened Mrs T had a loan with HSBC and, in 2020, her new busine... (6 pages)View decision -
Decision Reference DRN-3769918
12 Dec 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3769918 The complaint Mr R has complained about the support he received from Vauxhall Finance plc (VF) when he was in financial hardship. When I refer to what Mr R has said, and VF have said, it should also be taken to include things said on their behalf. What happened In April 2018, M... (5 pages)View decision