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 4808 results
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Decision Reference DRN-4369921
27 Sep 2023 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4369921 The complaint Miss B complains that Marks & Spencer Financial Services Plc trading as M&S Bank (‘M&S’) irresponsibly gave her a credit card account she couldn’t afford. What happened In September 2019 Miss B applied for and was granted a credit card account with M&a... (3 pages)View decision -
Decision Reference DRN-5141555
18 Nov 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5141555 Complaint Mr W complains that CA Auto Finance UK LTD (at the time trading as “Fiat Financial” Services UK Ltd) unfairly entered into a hire-purchase agreement with him. He’s said the agreement was unaffordable and so he shouldn’t have been accepted for it. Background In Jan... (3 pages)View decision -
Decision Reference DRN7112842
10 Apr 2017 National Westminster Bank Plc Not upheldBanking and creditMr I complains that National Westminster Bank Plc (NatWest) irresponsibly lent money to him in October 2015.background Mr I took out a NatWest loan online for £1500 on 15 October 2015. He then took out a further loan for £1000 on 19 October 2015. He says at the time... (2 pages)View decision -
Decision Reference DRN-2392507
13 Jan 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2392507 The complaint Miss M has complained that Santander UK Plc won’t refund transactions, which she says she didn’t authorise. What happened Miss M opened an account with an online gambling merchant in January 2018. She later registered with GAMSTOP to have herself excluded from gam... (4 pages)View decision -
Decision Reference DRN-2792522
16 Jun 2021 PDL Finance Limited UpheldConsumer CreditDRN-2792522 The complaint Mr F complains that PDL Finance Limited (trading as ‘Mr Lender’) lent to him irresponsibly. What happened This complaint is about loans Mr Lender provided to Mr F as follows: Loan Date Taken Date Repaid Instalments Loan Amount Maximum Repayment 1 10/04/2018 15/08/... (5 pages)View decision -
Decision Reference DRN-2480341
30 Jan 2021 Everyday Lending Limited Not upheldConsumer CreditDRN-2480341 The complaint Mrs H believes Everyday Lending Limited, trading as Everyday Loans, acted irresponsibly by agreeing a loan she’d applied for. What happened In December 2011 Mrs H took out a £1,000 loan with Everyday, to be repaid over 11 months with repayments of £168.20 a month.... (3 pages)View decision -
Decision Reference DRN-3204574
19 Dec 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3204574 The complaint Mr B complains that Capital One (Europe) plc (“Capital One”) lent to him irresponsibly. Mr B is being represented in this complaint by Miss M. For simplicity I’ve referred to the representative’s actions as being those of Mr B. What happened Mr B had three credit... (4 pages)View decision -
Decision Reference DRN-2303365
25 Nov 2020 Plus500UK Ltd Not upheldInvestmentsDRN-2303365 The complaint Mr I says Plus500UK Ltd (‘Plus500’) did as follows: Allowed him to trade Options in his account without informing him that it was “completely different to regular trading” with “entirely different set of problems and risks”. A number of his Options trades resulte... (3 pages)View decision -
Decision Reference DRN-5359581
3 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5359581 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank lent to him irresponsibly. What happened On 25 February 2014, Mr P applied for – and was granted – a loan for £11,000 from Tesco. It was to be repaid in 60 monthly instalments of £235.63. The ... (3 pages)View decision -
Decision Reference DRN-3758096
17 Oct 2022 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-3758096 The complaint Mr F complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services irresponsibly gave him a loan that he couldn’t afford. For simplicity, I will refer to the business throughout as ‘Bank of Ireland’. What happened In December 2020, Mr F applied... (3 pages)View decision
