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-4239902
27 Jul 2023 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4239902 The complaint Mr M is unhappy that BMW Financial Services (GB) Limited failed to provide him with enough support while he was experiencing financial difficulties, and terminated the hire purchase agreement he had with them. What happened In June 2019 Mr M was supplied with a ne... (4 pages)View decision -
Decision Reference DRN-5811302
21 Jan 2026 PDL Finance Limited Not upheldConsumer CreditDRN-5811302 The complaint Mr M complains that PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr M’s borrowing can be found below. loan number loan amount loan date repayment date nu... (4 pages)View decision -
Decision Reference DRN-4456883
19 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4456883 The complaint Mr G complains that Capital One (Europe) plc has unfairly reported late/missed payments and a default for a credit card account he held with it to the credit reference agencies. He asks for the adverse information to be removed. What happened In June 2020 Mr G ope... (4 pages)View decision -
Decision Reference DRN4389125
8 Sep 2016 PDL Finance Limited UpheldBanking and creditMr F complains that PDL Finance Limited (trading as Mr Lender) irresponsibly gave him loans that he couldn’t afford to repay.backgroundMr F took 12 instalment and payday loans with Mr Lender between June 2014 and September 2015. They ranged between £150 and £750, with ... (2 pages)View decision -
Decision Reference DRN5851050
12 Oct 2015 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc (trading as Halifax) withdrew his overdraft facility without giving any notice. Mr D wants Halifax to refund his payday loan costs and close his account.backgroundHalifax withdrew Mr D’s overdraft facility in early June 2015.... (2 pages)View decision -
Decision Reference DRN5619147
31 Jan 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that The Royal Bank of Scotland plc trading as Mint set up a financial assistance plan on his credit card account that was unaffordable to him. Mr T is also unhappy Mint refused to re-issue a card to him and that the interest rate and credit limits on his account increas... (2 pages)View decision -
Decision Reference DRN4182214
27 Feb 2020 HSBC UK Bank Plc Not upheldBanking and creditComplaintMiss W complains about fees and charges that HSBC UK Bank Plc applied to her current account from 2009 to 2012. BackgroundMiss W originally complained to HSBC about charges that were applied to her current account between 2009 and 2012. Miss W said the charges for the period total... (2 pages)View decision -
Decision Reference DRN-5799038
16 Dec 2025 Argos Limited Not upheldConsumer CreditDRN-5799038 The complaint Argos Limited trading as Argos Card (“Argos”) provided Miss Q with a store card in March 2019. It had a credit limit of £750 that wasn’t changed during the time Miss Q held the card. Miss Q says the credit was provided irresponsibly. What happened The details ... (2 pages)View decision -
Decision Reference DRN-4345818
22 Sep 2023 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4345818 The complaint Mr E complains that Lantern Debt Recovery Services Ltd is asking him to repay debts when he has no money to do so. What happened Lantern Debt Recovery Services Ltd (“Lantern”) acquired debts for four loans that were taken out by Mr E. Mr E complained to Lantern in... (2 pages)View decision -
Decision Reference DRN4457284
12 Aug 2013 MBNA Limited Not upheldPayment protection insurance (PPI)summary of complaintThis complaint concerns a monthly premium payment protection insurance (“PPI”) policy, sold as part of an internet credit card application in 2004. Mr F says that MBNA Limited (“MBNA”) mis-sold the policy.backgroundI issued my provisional decision in June 2013. I ... (2 pages)View decision