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 5125 results
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Decision Reference DRN-4838431
14 Jun 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4838431 Complaint Mrs W has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says she shouldn’t have been provided with a credit card as it was unaffordable due to other debts that she already held. Background Virgin Money provided Mrs... (3 pages)View decision -
Decision Reference DRN-5072869
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5072869 The complaint Mr H complains that HSBC UK Bank Plc trading as First Direct unfairly reported a missed payment on his credit file as a result of being in an unarranged overdraft. What happened Mr H has a bank account with First Direct. He was unhappy to discover a missed paym... (3 pages)View decision -
Decision Reference DRN-1855993
22 Jun 2020 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-1855993 The complaintMr G complains that Creation Consumer Finance Ltd mis-sold him a £20,000 loan without checking that he could afford it. What happenedIn December 2018 Mr G borrowed £20,000 from Creation. He was to repay £438 a month for five years. He made one repayment, and then s... (3 pages)View decision -
Decision Reference DRN-5886255
16 Oct 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5886255 The complaint Mrs N on behalf of Mr N complains that Tesco Personal Finance Limited (Tesco) lent to him irresponsibly. What happened Mr N opened a credit card account with Tesco in March 2024 with a credit limit of £10,100. This card had a promotional offer of a 0% interest ... (3 pages)View decision -
Decision Reference DRN-3368977
21 Apr 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3368977 The complaint Ms H says AvantCredit of UK, LLC lent to her irresponsibly. What happened Ms H took out a 48-month instalment loan for £3,000 from AvantCredit on 10 June 2015. The monthly repayments were £154.01 and the total repayable was £7,392.36. Ms H says she gave AvantCredi... (3 pages)View decision -
Decision Reference DRN-4952878
7 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4952878 The complaint Mr W has complained that Barclays Bank UK PLC won’t refund transactions he alternately said he either didn’t authorise, or did authorise but as part of a scam. What happened Across several weeks in autumn 2023, a series of card payments were made from Mr W’s Ba... (3 pages)View decision -
Decision Reference DRN-5750637
22 Sep 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5750637 The complaint Mr S complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire purchase agreement with him. Mr S is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mr S hi... (3 pages)View decision -
Decision Reference DRN2177461
10 Aug 2016 Bank of Scotland Plc Not upheldBanking and creditMrs W complains that Bank of Scotland plc, trading as Halifax, won’t refund a number of transactions on her account that she says she doesn’t recognise.backgroundIn July 2015 Mrs W told Halifax, that although she still had her debit card, there were a number of tra... (3 pages)View decision -
Decision Reference DRN-3038486
9 Sep 2021 Oakbrook Finance Limited UpheldConsumer CreditDRN-3038486 The complaint Mr P complained that OAKBROOK FINANCE LIMITED trading as Likely Loans lent to him irresponsibly. What happened Mr P took out a single loan from Likely Loans in November 2019. He borrowed £1,000 and he agreed to pay the loan by making 48 monthly instalments of £29.... (5 pages)View decision -
Decision Reference DRN-4414608
13 Nov 2023 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4414608 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank (‘Tesco Bank’) irresponsibly gave a loan that he couldn’t afford. What happened In July 2016 Mr P asked for and was given a loan for £6,000 which had a term of five years. The purpose of the loan... (3 pages)View decision
