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-3215774
12 Jul 2022 Provident Personal Credit Limited Not upheldConsumer CreditDRN-3215774 The complaint Miss G complains that Provident Personal Credit Limited trading as Satsuma Loans unfairly defaulted two loan accounts at a time when she was trying to set up a repayment plan. What happened Miss G had two loans from Satsuma which were affected by Satsuma’s decisio... (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 -
Decision Reference DRN-5489988
10 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5489988 The complaint Mr C complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr C was approved for a Capital One credit card in March 2019 with a £500 credit limit. I have detailed the credit limit increases below: March 2020 £500 to £1,500 January 202... (5 pages)View decision -
Decision Reference DRN-5891651
26 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5891651 Complaint Mrs H has complained about a personal loan which Barclays Bank UK PLC (then trading as “Tesco Bank”) provided to her. She’s said that the correct checks weren’t done and if they had been it would have been clear that the loan repayments were unaffordable, which cau... (6 pages)View decision -
Decision Reference DRN8514602
26 Jan 2021 Lloyds Bank PLC Not upheldBanking and creditMr T and Mrs H complain that Lloyds Bank PLC increased the level of the fees charged for when they use the overdraft facility on their current account. background In the summer of 2017, Lloyds wrote to Mr T and Mrs H to tell them that the terms and conditions of their current account were ... (6 pages)View decision -
Decision Reference DRN-2716385
30 Mar 2021 Progressive Money Limited Not upheldConsumer CreditDRN-2716385 The complaint Mr B complains that Progressive Money Limited (“Progressive”) lent to him in an irresponsible manner. What happened I issued a provisional decision regarding this complaint earlier this month. In that decision I explained why I didn’t think the complaint should be... (6 pages)View decision -
Decision Reference DRN-4800375
14 Jun 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4800375 The complaint Mr A is unhappy with several aspects of the service that he’s received from HSBC UK Bank Plc surrounding his joint mortgage. Please note that the joint mortgage holder, Mr A’s ex-wife, hasn’t consented to this complaint. As such, I can only consider the actions of... (6 pages)View decision -
Decision Reference DRN-4701804
14 Oct 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4701804 The complaint Mr B complains about the quality of a used car that was supplied through a Conditional Sale Agreement with Moneybarn No. 1 Limited (MBL). Mr B also complains about the administration of his agreement which led to it being cancelled in error, leaving him in arre... (6 pages)View decision -
Decision Reference DRN-4535638
2 Feb 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4535638 The complaint Miss S complains about the service she received from Capital One (Europe) plc in relation to her persistent debt repayment plans. What happened Miss S entered into a persistent debt repayment plan in January 2021. Capital One said this was to support her in bringi... (5 pages)View decision