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-2552382
3 Feb 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2552382 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) won’t write off his outstanding credit card debt, and it should do so given his current health and financial position. What happened Vanquis ‘sold’ Mr H’s debt to a third party in late 2019. It then ‘purchased’ ... (3 pages)View decision -
Decision Reference DRN-5576591
29 May 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5576591 The complaint Mrs K is unhappy with how Sainsbury’s Bank Plc, trading as Sainsbury’s Finance (Sainsbury’s) engaged with her about her credit card debt. What happened I issued my provisional findings to both parties setting out why I did not think Mrs K’s complaint should be... (4 pages)View decision -
Decision Reference DRN-1097686
8 Apr 2020 MBNA Limited Not upheldBanking and PaymentsDRN-1097686The complaintMrs G complained that MBNA Limited (“MBNA”) wrote to her telling her that it was going to start charging her interest on her outstanding credit card balance. She says MBNA had previously agreed that it would not charge interest for the life of the balance. What hap... (3 pages)View decision -
Decision Reference DRN8922753
8 May 2017 J D Williams & Company Limited Not upheldBanking and creditMrs M complains about customer service she received from J D Williams & Company Limited (trading as Fashion World). backgroundMrs M experienced financial difficulties in 2016. She contacted a third party (that I’ll call S) for debt advice and told Fashion World S wo... (4 pages)View decision -
Decision Reference DRN-5174311
16 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5174311 The complaint Miss C complains Monzo Bank Ltd incorrectly handled her chargeback claim and unfairly closed her account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. In August 2023 Miss C was on... (4 pages)View decision -
Decision Reference DRN-3870977
7 Feb 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3870977 The complaint Mr T complains about the way Loans 2 Go Limited (‘L2G’) administered his account with it. What happened L2G approved Mr T for a £250 loan in April 2021. The term of the loan was 18 months and the repayments were approximately £57 per month. Mr T complained that he... (5 pages)View decision -
Decision Reference DRN-3962095
18 Apr 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3962095 The complaint Miss B complains about the way Moneybarn No 1 Limited (Moneybarn) handled her Conditional Sale Agreement (CSA). She would like the interest charged, and a recovery charge for her car refunded. What happened The details of this complaint are well known to both par... (2 pages)View decision -
Decision Reference DRN-5736248
5 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5736248 The complaint Miss Q complains that Barclays Bank UK PLC reported negative information to the credit reference agencies (CRA’s) about how she had managed her overdraft account. What happened Miss Q had an overdraft account; she was aware that it remained in a negative balan... (2 pages)View decision -
Decision Reference DRN-2705869
10 Jun 2021 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-2705869 The complaint Ms N complains that Shop Direct Finance Company Limited (trading as Very) have incorrectly and unfairly applied interest to her account. Ms N is being represented in this complaint, but for ease I will refer to any submissions and actions as if they were made by ... (3 pages)View decision -
Decision Reference DRN-4438138
18 Apr 2024 Blackpool, Fylde & Wyre Credit Union Limited Not upheldConsumer CreditDRN-4438138 The complaint Miss M has complained that Blackpool, Fylde & Wyre Credit Union Limited, trading as CLEVR MONEY (“Clevr Money”) provided Miss M with poor service in relation to loan arrears. What happened Miss M took out a loan with Clevr Money in November 2021. The amount bo... (3 pages)View decision