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-5298293
6 Mar 2025 Plend Limited Not upheldConsumer CreditDRN-5298293 The complaint Mr S complains that Plend Limited (Plend) acted irresponsibly in agreeing to a loan he said he couldn’t afford. What happened In August 2022 Mr S entered into a Fixed Sum Loan agreement with Plend for £10,000. He said the loan was for debt consolidation to clea... (3 pages)View decision -
Decision Reference DRN9034148
27 Sep 2018 Barclays Bank Plc Not upheldBanking and creditMr P says it was irresponsible of Barclays Bank Plc (trading as Barclaycard) to increase his credit limit.backgroundMr P took out a Barclaycard in 2011. Barclays decreased the credit limit in 2012 after Mr P had difficulty staying within it and making the necessar... (3 pages)View decision -
Decision Reference DRN-3481910
17 May 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3481910 The complaint Ms G complains through her representative that AvantCredit of UK, LLC lent her money on a high cost loan which she was unable to afford to repay. What happened AvantCredit provided Ms G with a loan for £5,000 on 27 April 2016, repayable at the rate of £198 (rounde... (3 pages)View decision -
Decision Reference DRN2204761
12 Aug 2020 Kensington Mortgage Company Limited Not upheldBanking and creditMr and Mrs H complain that their mortgage lender acted irresponsibly in lending their mortgage. Although not their original lender, Kensington Mortgage Company has taken then mortgage over and is responsible for this complaint.backgroundIn 2008, Mr and Mrs H re-mortgaged via a broker. They... (4 pages)View decision -
Decision Reference DRN-5149678
15 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5149678 The complaint Mr D complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a safe account scam. What happened Mr D has an account with Monzo and an account with an electronic money institution who I’ll refer to as “R” throughout the rest of this decis... (3 pages)View decision -
Decision Reference DRN-5423558
23 May 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5423558 The complaint Miss L complains that PayPal (Europe) Sarl Et Cie Sca (“PayPal”) approved a credit account for her in 2022 when she could not afford it. What happened Miss L took a PayPal Credit account in March 2022 and the credit limit approved for her was £800. It’s a revol... (3 pages)View decision -
Decision Reference DRN-3443485
11 Aug 2022 Bank of Scotland Plc Not upheldConsumer CreditDRN-3443485 The complaint Mrs C complains about the support offered by Bank of Scotland PLC, trading as Halifax when she experienced financial difficulty and the ultimate recording of a default. What happened The background to this complaint is very well known to both Mrs C and Halifax. I ... (3 pages)View decision -
Decision Reference DRN-5031683
7 Oct 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5031683 Complaint Mr T complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In January 2019, Moneybarn... (3 pages)View decision -
Decision Reference DRN-1307195
14 Sep 2020 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-1307195The complaintMr A complains that Capital One (Europe) plc unfairly defaulted his card account, and he was sometimes unable to log on to his account. What happenedMr A had a Capital One credit card. He started to experience financial problems in about May/June 2018, and contacted... (3 pages)View decision -
Decision Reference DRN-4839993
24 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4839993 The complaint Mr J’s complaint arises from what happened when Nationwide Building Society closed his credit card account in error instead of cancelling the balance transfer he’d requested. What happened Mr J applied for and was granted a credit card with Nationwide in February ... (3 pages)View decision