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-3742573
14 Oct 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3742573 The complaint Mr T is unhappy with the settlement figure applied by Volkswagen Financial Services (UK) Limited (VWFS) following the early termination of his hire agreement. What happened In December 2019, Mr T entered into a hire agreement for a new car with VWFS. The agreement... (5 pages)View decision -
Decision Reference DRN-4782580
22 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4782580 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard (Barclays) unfairly defaulted his credit card account. What happened In early 2023, Mr P was struggling to keep up with his credit card payments. Barclays agreed several periods of breathing space bef... (3 pages)View decision -
Decision Reference DRN-4897838
18 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4897838 The complaint Mrs H complains about NewDay Ltd, trading as Aqua, not providing her with adequate support after her credit card account fell into arrears. What happened Mrs H was charged late/missed payment and overlimit fees at £12 a time throughout 2023. She contacted NewDa... (2 pages)View decision -
Decision Reference DRN-3156085
5 May 2022 Close Brothers Limited UpheldConsumer CreditDRN-3156085 The complaint Miss G has complained about the support she received from Close Brothers Limited (Close Brothers) when she found herself in financial difficulties. What happened In February 2019, Miss G entered into a conditional sale agreement with Close Brothers to acquire a us... (5 pages)View decision -
Decision Reference DRN-3216706
25 Jan 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3216706 The complaint Miss D is unhappy that Volkswagen Financial Services (UK) Limited (‘VWFS’) terminated the hire purchase agreement she had with them. What happened On 3 October 2019 Miss D was supplied with a used car through a hire purchase agreement with VWFS. The agreement was ... (3 pages)View decision -
Decision Reference DRN-6034889
8 Jan 2026 Valour Finance Limited Not upheldConsumer CreditDRN-6034889 The complaint Miss C complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) approved a loan for her in January 2025 which she says she could not afford to repay. Miss C says that Valour did not assist her with the situation when she was unable to pay. What h... (3 pages)View decision -
Decision Reference DRN-3274731
12 May 2022 MotoNovo Finance Limited Not upheldConsumer CreditDRN-3274731 The complaint Mr E complains that MotoNovo Finance Limited didn’t make him aware he’d be charged for arrears accrued when he voluntary terminated his agreement with them. What happened In January 2017 Mr E was supplied with a used car through a hire purchase agreement with Moto... (3 pages)View decision -
Decision Reference DRN-5375605
24 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5375605 The complaint Ms A has complained about a credit card she took out in June 2015 with Vanquis Bank Limited. She’s said the credit card was unaffordable and shouldn’t have been approved. What happened Ms A took out this Vanquis credit card account in June 2015 with a credit li... (3 pages)View decision -
Decision Reference DRN-5700337
4 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5700337 The complaint Mrs B complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the credit limit. Mrs B also complains that Capital One treated her unfairly when she contacted it to advise she was experiencing m... (3 pages)View decision -
Decision Reference DRN7495986
13 Mar 2017 Barclays Bank Plc Not upheldBanking and creditMr P is unhappy with the amount of money Barclays Bank Plc has lent him and the way he’s been treated since telling the bank he’s having difficulty repaying what he owes. backgroundMr P has two credit card accounts with Barclays and we’ve previously considered a comp... (3 pages)View decision