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 4676 results
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Decision Reference DRN-4742032
30 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4742032 The complaint Mr P complains that Monzo Bank Ltd irresponsibly gave him an overdraft he couldn’t afford to repay. What happened Mr P held a current account with Monzo and in February 2022 he applied to have an overdraft facility on the account. Monzo approved an overdraft of £1... (4 pages)View decision -
Decision Reference DRN-4960308
12 Aug 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4960308 The complaint Mr L complains that Moneybarn No. 1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement with him. Mr L is bringing this complaint with the help of a representative, but for ease I’ll refer to Mr L throughout this provisional decision. Wh... (5 pages)View decision -
Decision Reference DRN2997536
7 Dec 2018 Uncle Buck Finance LLP UpheldBanking and creditMr S complains that Uncle Buck Finance LLP, trading as Uncle Buck, ("UBF"), gave himloans that he couldn’t afford to repay. The complaint is brought to this service by a claimsmanagement company but for ease I shall refer below to all actions being taken ... (6 pages)View decision -
Decision Reference DRN5393516
10 Aug 2018 Uncle Buck Finance LLP UpheldBanking and creditMr M complains Uncle Buck Finance LLP (“UBF”) lent to him irresponsibly.backgroundThe background to Mr M’s complaint, and my preliminary findings on it, can be found in my provisional decision which is attached to and forms a part of this final decision.In brief howev... (6 pages)View decision -
Decision Reference DRN-3784334
17 Nov 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3784334 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly gave him a credit card that he couldn’t afford. For simplicity, I will refer to the business throughout as ‘Barclaycard’. What happened In March 2016, Mr M applied for a credit card with... (2 pages)View decision -
Decision Reference DRN-2887958
12 Jan 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2887958 The complaint Miss R complains that Capital One (Europe) plc won’t reimburse her the money she paid to what she says was an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the k... (2 pages)View decision -
Decision Reference DRN2202720
18 Feb 2021 Carcashpoint Limited UpheldBanking and creditComplaint Mr H complains that CarCashPoint Limited (trading as “CarCashPoint”) unfairly provided him with two logbook loans. He says he was offered loans he couldn’t afford. Mr H has since complained that CarCashPoint exercised a lack of forbearance when he ran into difficulties making his... (2 pages)View decision -
Decision Reference DRN-2707817
19 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2707817 The complaint Mr G complains that NewDay Ltd lent to him irresponsibly through two credit card accounts they gave him. He feels this led to him getting into a spiral of debt and having to go onto a debt management plan. What happened In November 2013 Mr G applied for a credit c... (4 pages)View decision -
Decision Reference DRN-5358021
13 Mar 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5358021 The complaint Mr L complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t carry out proportionate checks before lending and had it done so it would’ve seen the agreement wasn’t affordable. What happened In March 2021, Startline provided Mr L with a hire purchas... (4 pages)View decision -
Decision Reference DRN3101038
3 Sep 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd (trading as Aqua) was irresponsible when it increased the credit limit on his credit card account. backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 13 August 2019 – a copy of which is attach... (5 pages)View decision
