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-5503995
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5503995 The complaint Mr B has complained about a Monzo credit card account, also known as a flex account, that was provided to him by Monzo Bank Limited (“Monzo”). He’s said the card was unaffordable for him and so it should never have been provided in the first place. What happen... (4 pages)View decision -
Decision Reference DRN4336925
4 Oct 2013 Pentagon (UK) Limited UpheldBanking and creditMrs and Mr D complain about the advice they were given by Pentagon (UK) Limited to enter into a debt management plan (DMP). They say it was not the most appropriate option for them and say they were not told that one of their creditors had obtained a county court judgment (CCJ) against th... (7 pages)View decision -
Decision Reference DRN-5861703
30 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5861703 The complaint Ms W complains that Zopa Bank Limited (‘Zopa’) irresponsibly agreed to give her finance she couldn’t afford to repay. What happened In February 2023 Ms W acquired a used car financed by a fixed term hire purchase agreement from Zopa. Ms W was borrowing £19,500... (3 pages)View decision -
Decision Reference DRN-5687602
11 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5687602 The complaint Mr G complains Monzo Bank Ltd (“Monzo”): Restricted access to his account and requested he completes ID verification Recorded defaults in relation to Mr G’s outstanding overdraft balance, Flex and loan accounts Failed to put a hold on his accounts due to... (14 pages)View decision -
Decision Reference DRN-5904856
12 Nov 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5904856 The complaint Ms O complains Barclays Bank UK PLC unfairly defaulted her personal loan. What happened In December 2022, Ms O took a personal loan of £11,000 with Barclays to be repaid over five years. By March 2025, Ms O’s account had fallen more than three months into arr... (3 pages)View decision -
Decision Reference DRN3082964
3 Apr 2020 Provident Personal Credit Limited UpheldBanking and creditComplaintMr P says he asked for a payment break in August 2018, but Provident Personal Credit Limited (trading as Satsuma) did not inform him of the consequences of not making his repayment. And that the lender’s actions will affect him trying to obtain credit in the future. Mr P also says... (4 pages)View decision -
Decision Reference DRN5797800
5 Jan 2016 Banque PSA Finance Not upheldBanking and creditMrs W complains that Banque PSA Finance, trading as Peugeot Financial Services, (“PFS”), didn’t assist her when she told it that she was experiencing financial difficulties. backgroundMrs W entered into a conditional sale agreement with PFS to finance a car in June 2012. ... (3 pages)View decision -
Decision Reference DRN-5253654
10 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5253654 The complaint Mrs L says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs L took out an Aqua credit card from NewDay in December 2023. She was given a £1,200 credit limit. This was increased to £2,400 in April 2024. Mrs L says the repayments are unaf... (3 pages)View decision -
Decision Reference DRN-3574729
13 Sep 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3574729 The complaint Mr E is unhappy that Volkswagen Financial Services (UK) Limited (“VWFS”) terminated his hire agreement. What happened Mr E acquired a new car under a 36 month hire agreement with VWFS in March 2019. Under the agreement, Mr E was required to make one advance rental... (3 pages)View decision -
Decision Reference DRN-2743680
21 Dec 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2743680 The complaint Mrs M complains that Barclays Bank UK PLC (trading as Barclaycard) had set too high a limit for her credit card and this had put her into financial difficulty. What happened Mrs M opened a credit card account in 2004. Mrs M’s credit card limit was increased severa... (4 pages)View decision