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
-
Decision Reference DRN-2641053
5 Aug 2021 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-2641053 The complaint Mrs C complains that Moneybarn No. 1 Limited trading as Moneybarn didn’t treat her fairly when she experienced financial difficulties due to the coronavirus (Covid-19) pandemic. What happened In March 2019 Mrs C was supplied with a used car under a Conditional Sa... (5 pages)View decision -
Decision Reference DRN2358390
7 Feb 2020 Barclays Bank UK PLC UpheldBanking and creditMr E and Ms O complain that Barclays Bank UK Plc: Didn’t take steps to protect their respective positions when it was aware – or ought reasonably to have been aware – that there was a marital dispute between them. Hasn’t treated them fairly when they experienced financial difficulty Has... (14 pages)View decision -
Decision Reference DRN-5605836
10 Oct 2025 Carcashpoint Limited Not upheldConsumer CreditDRN-5605836 The complaint Ms C complains CarCashPoint Limited (CCP) irresponsibly lent to her because it provided her with credit which she couldn’t afford. What happened Ms C entered into a fixed sum loan agreement secured against her car (a logbook loan) with CCP on 4 August 2023. Th... (8 pages)View decision -
Decision Reference DRN-5417748
8 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5417748 The complaint Miss D complains that Tesco Personal Finance Limited (‘Tesco’) irresponsibly granted her two credit cards she couldn’t afford to repay. What happened In June 2015 Miss D entered into an agreement with Tesco to have access to credit by way of a credit card acco... (4 pages)View decision -
Decision Reference DRN-5413722
21 Mar 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5413722 The complaint Miss B complains that Frasers Group Financial Services Limited was irresponsible in its lending to her. She wants all interest and charges she has paid refunded and any adverse information recorded about this account removed from her credit file. What happened ... (4 pages)View decision -
Decision Reference DRN-4251357
31 Jul 2023 Brighton Williams & Partners Not upheldPensions and AnnuitiesDRN-4251357 The complaint Mr P complains that Brighton Williams & Partners (BWP) failed to consider recommending an enhanced annuity or a drawdown arrangement when advising him on taking pension benefits in 2006. He says that the lifetime annuity he purchased was unsuitable for his nee... (9 pages)View decision -
Decision Reference DRN-5614639
23 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5614639 The complaint X has complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Alphera supplied X with a used car on a hire purchase agreement in June 2022. The cash price... (14 pages)View decision -
Decision Reference DRN-4423822
11 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4423822 The complaint Mr and Mrs R complain that Bank of Scotland plc trading as Halifax hasn’t treated them fairly when they’ve experienced financial difficulties with their mortgage. They complain it threatened them with repossession and added legal fees to the balance. And they comp... (5 pages)View decision -
Decision Reference DRN7731086
16 Oct 2019 Erudio Student Loans Limited Not upheldBanking and creditMr D complains Erudio Student Loans Limited didn’t act on his requests to update his address and defer his student loan repayments. He’s unhappy it closed his account, won’t let him defer his repayments and asked him to repay his loan in full.backgroundIn 1999 Mr D took out a student loan ... (4 pages)View decision -
Decision Reference DRN-3937418
31 Jan 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-3937418 The complaint Mr D complains that Lloyds Bank PLC (“Lloyds”) irresponsibly lent him money on several financial products he took out with them. What happened Mr D is a customer of Lloyds. In August 2021, Mr D complained to Lloyds as he believed, among other things, that they did... (5 pages)View decision