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 21242 results
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Decision Reference DRN-3579470
15 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3579470 The complaint Mr O complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted him a credit card account that he couldn’t afford to repay. What happened Mr O entered into an agreement with NewDay to have access to credit with an account that was opened for him ... (2 pages)View decision -
Decision Reference DRN-5882416
5 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5882416 The complaint Fairscore Ltd, trading as Updraft, provided Miss K with loan in 2023. Miss K says the loan was provided irresponsibly. What happened Updraft provided the loan for £5,000, with monthly repayments of around £175 required for 48 months. Updraft reviewed Miss K’s... (2 pages)View decision -
Decision Reference DRN1697922
28 Nov 2018 Santander UK Plc Not upheldBanking and creditMiss D complains that Santander UK Plc lent her money she couldn’t pay back. Miss D has been supported in her complaint by her father, Mr D. background Mr D said that Santander had allowed Miss D to run up credit card debt of £6,000. He said that Santander had kept... (3 pages)View decision -
Decision Reference DRN-5469996
21 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5469996 The complaint Miss B, through her representative, complained to Moneybarn No. 1 Limited (Moneybarn) that it had lent to her irresponsibly by approving a finance agreement with which to purchase a car when she was unable to afford. What happened In February 2019, Miss B bough... (3 pages)View decision -
Decision Reference DRN-5059445
15 Nov 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5059445 The complaint Mr B is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No 1 Limited (Moneybarn) was of an unsatisfactory quality. When I refer to what Mr B has said and what Moneybarn have said, it should also be taken to include things s... (4 pages)View decision -
Decision Reference DRN-5957068
14 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5957068 The complaint Miss B complains that TSB Bank plc irresponsibly provided her with an unaffordable credit card and credit limit increases. What happened TSB Bank provided Miss B with a credit card in 2017. Details of the credit limits over the years are outlined in the table b... (4 pages)View decision -
Decision Reference DRN-5848005
19 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5848005 The complaint Mrs H and Mr M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) (2) d... (9 pages)View decision -
Decision Reference DRN-4730415
9 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4730415 The complaint Mr F complains National Westminster Bank Plc (NatWest) have unfairly charged him overdraft fees during a period of financial difficulties. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the rel... (4 pages)View decision -
Decision Reference DRN-4195168
28 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4195168 The complaint Miss M complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly. What happened In December 2012 Miss M applied for a credit card account with Barclaycard. Barclaycard approved the application and gave Miss M a card with an initial credi... (2 pages)View decision -
Decision Reference DRN-5492321
17 Apr 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5492321 The complaint Ms J has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims she’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“the CCA”), and Ms J has complained about alleged irresponsible lending. Ms J has been repres... (5 pages)View decision