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 5478 results
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Decision Reference DRN-4473321
20 Feb 2024 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-4473321 The complaint Mr C complains that Home Retail Group Card Services Limited trading as Argos Financial Services (‘Home Retail Group’) irresponsibly gave him a store card that he couldn’t afford. What happened On 1 June 2016, Mr C’s store card was opened by Home Retail Group with ... (2 pages)View decision -
Decision Reference DRN-3235863
7 Mar 2022 Shelby Finance Ltd Not upheldConsumer CreditDRN-3235863 The complaint Mr H says Shelby Finance Ltd (trading as Dot Dot Loans) irresponsibly lent to him. What happened This complaint is about one instalment loan Shelby provided to Mr H in September 2019. The loan was for £750 and was to be repaid in nine monthly instalments, the high... (2 pages)View decision -
Decision Reference DRN0385655
21 Dec 2017 Casheuronet UK LLC UpheldBanking and creditMr M complains about payday loans he has taken out with CashEuroNet UK LLC (trading as QuickQuid) which he says QuickQuid shouldn’t have given him because the borrowing wasn’t affordable. backgroundThe background to this complaint was set out in my provisional decisi... (5 pages)View decision -
Decision Reference DRN8031719
13 Mar 2018 Uncle Buck Finance LLP Not upheldBanking and creditMr M complains that Uncle Buck Finance LLP lent him money he couldn’t afford to repay.backgroundMr M took out five loans with Uncle Buck as follows: date applied for loanamountinstalmentsmonthly instalment amountRepayment dateFebruary 2015£200 3 £97April 2015April 2015£345... (3 pages)View decision -
Decision Reference DRN-5155545
5 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5155545 The complaint Mr B complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr B applied for a credit card with Vanquis in January 2020. In his application, Mr B said he was employed with an income of £40,234 a year.... (2 pages)View decision -
Decision Reference DRN-3879758
13 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3879758 The complaint Mr S has complained that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr S opened a credit card account with NewDay (trading as Aqua) in April 2018. His credit limit was £250. The limit was never increased. Mr S suggests that NewDay shouldn... (2 pages)View decision -
Decision Reference DRN-2850587
29 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2850587 The complaint Mr C complains Barclays Bank UK PLC (trading as Barclaycard) gave him a second credit card even though he had a credit card with them already and was struggling financially. What happened Mr C had a credit card with Barclaycard which he says he used in full. In Ma... (3 pages)View decision -
Decision Reference DRN3382101
9 Dec 2019 Clydesdale Bank Plc Not upheldBanking and creditMrs T complains that Clydesdale Bank Plc suggested she use her personal savings to pay off her ex- husband’s debts.backgroundMrs T’s ex- husband had a number of gambling related debts. Mrs T says she agreed under duress and pressure to speak to Clydesdale about options to repay the debt. B... (2 pages)View decision -
Decision Reference DRN-4002654
2 Aug 2023 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4002654 The complaint Mr A complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) issued misleading rules for a prize draw and that its staff didn’t understand the rules when he queried them. He says HLAM credited his account with £150 “in recognition of poor service” but... (3 pages)View decision -
Decision Reference DRN-5648298
13 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5648298 The complaint Miss M has complained that HSBC UK Bank Plc caused her distress and inconvenience during its disputed transactions investigation. What happened As all parties are aware of the full complaint details, and they are not in dispute, I will only include a summary he... (2 pages)View decision