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-3184743
19 Apr 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3184743 The complaint Mr P complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) has acted unreasonably in relation to the final payment on his hire purchase agreement with it. What happened In December 2016 Mr P entered into a hire purch... (4 pages)View decision -
Decision Reference DRN-3454215
17 Sep 2022 Studio Retail Limited Not upheldConsumer CreditDRN-3454215 The complaint Mr S complains about how Studio Retail Limited (‘Studio’) handled his account when he experienced financial difficulty. What happened The background to this complaint is well known to both Mr S and Studio. I won’t repeat in detail what is already known to both par... (4 pages)View decision -
Decision Reference DRN-5865761
30 Oct 2025 Federal Capital Limited Not upheldBanking and PaymentsDRN-5865761 The complaint Mr B complains in his capacity of a guarantor for a business loan, that Federal Capital Limited (“FCL”) has acted unfairly and aggressively in pursuing him for repayment of the loan. What happened Mr B is the director of a limited company, which I’ll call C. In... (4 pages)View decision -
Decision Reference DRN-3934063
16 Feb 2023 Iwoca Ltd Not upheldBanking and PaymentsDRN-3934063 The complaint V, a limited company, complains that IWOCA Ltd misled it into taking a loan with a high interest rate and would not provide any assistance when it struggled with repayments. What happened V made an application for a £50,000 recovery loan with IWOCA in June 2022, h... (4 pages)View decision -
Decision Reference DRN-4827705
10 Jun 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4827705 The complaint Miss H complains that PayPal (Europe) S.Ã r.l et Cie, S.C.A. (“PayPal”) lent to her in an irresponsible manner. And she also complains that PayPal has failed to treat her appropriately when she told the firm she was facing financial difficulties. What happened Mi... (4 pages)View decision -
Decision Reference DRN7476507
24 Mar 2021 Lloyds Bank PLC Not upheldBanking and creditComplaint Mr R has complained about the changes that Lloyds Bank PLC (“Lloyds”) made to its overdraft pricing structure. Background In the summer of 2017, Lloyds announced it would be changing its overdraft pricing structure in November 2017. It was moving from a pricing model which charge... (2 pages)View decision -
Decision Reference DRN-4266259
3 Aug 2023 Bank of Scotland Plc Not upheldInsuranceDRN-4266259 The complaint Mr T has complained that Bank of Scotland plc (BoS) trading as Halifax, mis-sold him a mortgage payment protection insurance (PPI). What happened Mr T was sold PPI in 2002 at the same time as taking out the mortgage. Our adjudicator didn’t uphold the complaint. Mr... (2 pages)View decision -
Decision Reference DRN7622401
27 Mar 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr B complains about The Royal Bank of Scotland Plc’s handling of his credit card account with it. He says the bank increased the interest rate, causing him financial difficulty, and didn’t treat him fairly when he was unable to pay back the borrowing. It has since registered a def... (2 pages)View decision -
Decision Reference DRN-4963010
22 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4963010 The complaint Mr W is a sole trader. He complains that HSBC UK Bank Plc behaved unreasonably when it reduced the overdraft facility on the account he held with the bank. What happened Mr W held a business current account with HSBC with an overdraft facility of £30,000. Mr ... (4 pages)View decision -
Decision Reference DRN-3228037
10 Jan 2022 Monzo Bank Ltd Not upheldConsumer CreditDRN-3228037 The complaint Mr S complains about the information given to him by Monzo Bank Ltd when he requested a Covid payment holiday. What happened In March 2020 Mr S contacted Monzo as he had been told to self-isolate for three months and was concerned about how he would pay his loan. ... (2 pages)View decision