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-4285393
16 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4285393 The complaint Mr D complains that Barclays Bank UK PLC placed an adverse fraud marker against his name unfairly. What happened As both parties are familiar with the circumstances of this complaint, I’ve only summarised them briefly below. Mr D held a bank account with Barclays.... (3 pages)View decision -
Decision Reference DRN-4444139
27 Nov 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4444139 Complaint Miss S complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional- sale agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Background In April 2019, Moneybarn provided Miss S with fina... (3 pages)View decision -
Decision Reference DRN-3234302
4 Jan 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3234302 The complaint Mr K complained that Loans 2 Go Limited lent to him irresponsibly and provided loans that were unaffordable. What happened Mr K took out loans with Loans 2 Go as follows: Loan Date opened Date closed Loan amount Instalments Monthly repayment 1 8/05/2019 8/10/2019 ... (6 pages)View decision -
Decision Reference DRN-6044967
12 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6044967 The complaint Mr J complains Clydesdale Bank Plc trading as Virgin Money (Clydesdale) irresponsibly lent to him because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Mr J first applied for a credit card with an i... (5 pages)View decision -
Decision Reference DRN5647305
15 Jan 2014 Bank of Scotland Plc Not upheldInsurance (excluding PPI)Mr and Mrs L are unhappy as they feel their buildings and contents insurance policy was mis-sold to them. The policy was sold by Bank of Scotland plc.backgroundMr and Mrs L made a claim following a burglary at their home. When they made the claim they say they became aware of the policy... (2 pages)View decision -
Decision Reference DRN-3709452
20 Sep 2022 London Mutual Credit Union Limited Not upheldConsumer CreditDRN-3709452 The complaint Mr R complains that London Mutual Credit Union Limited (‘London Mutual’) irresponsibly gave him a loan that he couldn’t afford. What happened In March 2015, Mr R applied for a credit account with London Mutual. Mr R applied for a loan of £5,000. London Mutual offe... (3 pages)View decision -
Decision Reference DRN-5495489
18 Aug 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5495489 The complaint Mr A complains that Vanquis Bank Limited (‘Vanquis’) irresponsibly agreed to lend to him by way of a loan agreement he couldn’t afford to repay. What happened In November 2022, Mr A took out a personal loan in the form of a fixed sum loan agreement with Vanqui... (3 pages)View decision -
Decision Reference DRN-1886671
29 Jul 2020 Valour Finance Limited UpheldConsumer CreditDRN-1886671 The complaintMr F says Valour Finance Limited – trading as Savvy.co.uk (“Savvy”) - irresponsibly lent to him. What happenedThis complaint is about two instalment loans Savvy provided to Mr F between March and May 2019. Both loans were for £750 and repayable over 15 months. The... (3 pages)View decision -
Decision Reference DRN7861052
7 Nov 2019 Santander UK Plc Not upheldBanking and creditMr W complains Santander UK Plc will not refund money taken from his account without his authority.background In the middle of June 2016, a large number of transactions left Mr W’s account in favour of an online betting company – B. In total, there were nine transactions amounting to £25,... (3 pages)View decision -
Decision Reference DRN-4821551
25 Jun 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4821551 The complaint Miss T complains that Oakbrook Finance Limited (“Oakbrook”) lent to her in an irresponsible manner. What happened Miss T was given two loans by Oakbrook. She first borrowed £1,500 in January 2022 that she agreed to repay in 12 monthly instalments of £137.72. Miss ... (3 pages)View decision