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 5520 results
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Decision Reference DRN-4252409
13 Dec 2023 Evolution Money Limited UpheldMortgagesDRN-4252409 The complaint Mr G complains that Evolution Money Limited (“Evolution”) mis-sold him a secured loan. Mr G has also brought a complaint against the lender about the lending decision and the action it took against him when he was in financial difficulties. I have dealt with that ... (7 pages)View decision -
Decision Reference DRN-4273156
31 Jul 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4273156 The complaint Mr W has complained about a hire purchase agreement he had with Blue Motor Finance Ltd (BMF). He says he shouldn’t have been given the agreement. What happened In March 2020 Mr W entered into a 5-year hire purchase agreement with BMF to acquire a car. The car cost... (4 pages)View decision -
Decision Reference DRN-5553994
29 Aug 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5553994 Complaint Mr P has complained about a personal loan Fairscore Ltd (trading as “Updraft”) which he says was unfairly lent to him. He says he was lent to at a time when he already had significant debts. Background Updraft provided Mr P with a loan for £2,500.00 in March 2023.... (3 pages)View decision -
Decision Reference DRN-5854040
27 Oct 2025 Robinhood U.K. Ltd UpheldInvestmentsDRN-5854040 The complaint Mr R complains that Robinhood U.K. Ltd didn’t act on his instructions to urgently restrict his access to his share dealing account. He says the delay in implementing restrictions caused him emotional damage and he wants compensation of £25,000. What happened Mr... (3 pages)View decision -
Decision Reference DRN-6103699
3 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6103699 The complaint Mr B says Fairscore Ltd trading as Updraft (‘Updraft’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards three loan agreements. He says that he had gambling problems that led to the lending... (3 pages)View decision -
Decision Reference DRN-5344892
11 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5344892 The complaint Mr S complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr S applied for a credit card with Vanquis in May 2016. In his application Mr S said he had an income ... (3 pages)View decision -
Decision Reference DRN-3293600
18 Mar 2022 Retail Money Market Ltd UpheldConsumer CreditDRN-3293600 The complaint Mr M complains about the role played by Retail Money Market Limited (trading as RateSetter) in facilitating a finance agreement between him and a third party. What happened I set out what happened leading up to and in the course of Mr M’s complaint in my provision... (7 pages)View decision -
Decision Reference DRN-5375648
16 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5375648 The complaint Mr M has complained HSBC UK Bank plc won’t refund him for transactions he didn’t make. He’s also upset that his bank initially refunded him, but took back the refunds when they decided the transactions had been authorised by Mr M. What happened On 4 March 2024 ... (3 pages)View decision -
Decision Reference DRN-5761266
17 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5761266 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened Mr L applied for a Virgin Money credit card in November 2021. In his application, Mr L said he had an annual income o... (3 pages)View decision -
Decision Reference DRN-5497428
27 May 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5497428 The complaint Miss M complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. She wants all interest and charges removed from her loan account, so she is only liable to repay the amount she borrowed. What happened Miss M was provided with ... (3 pages)View decision