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-4511804
15 Dec 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4511804 The complaint Mr D complains about information recorded on his credit file by Vanquis Bank Limited after he raised a dispute. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr D has a credit card with V... (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-3197774
16 Dec 2021 Morses Club PLC Not upheldConsumer CreditDRN-3197774 The complaint Mrs B says Morses Club PLC lent to her irresponsibly. She says that she was in a poor financial position and she couldn’t afford the loan repayments. She thinks that Morses should’ve seen this and not lent to her. What happened This complaint is about one home col... (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 DRN-3758902
8 Nov 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3758902 The complaint Miss I complains that Volkswagen Financial Services (UK) Limited (VWFS) irresponsibly provided her a hire purchase agreement which wasn’t affordable. What happened In February 2016, Miss I acquired a new car financed by a hire purchase agreement from VWFS. An adva... (4 pages)View decision -
Decision Reference DRN9185798
12 Feb 2021 Go Car Credit Limited Not upheldBanking and creditMiss W complains that Go Car Credit Limited (“GCC”) supplied her with a car under a hire purchase agreement which wasn’t of satisfactory quality. She also says the agreement was never affordable to her. Miss W is represented in this complaint by her relative, but for ease I’ll refer only t... (6 pages)View decision -
Decision Reference DRN-5979209
28 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5979209 The complaint Miss B complains that Vanquis Bank Limited have irresponsibly lent to her. What happened Miss B was approved for a Vanquis credit card in April 2024, with a £1,250 credit limit. Miss B says that this was irresponsibly lent to her. Miss B made a complaint to Van... (3 pages)View decision -
Decision Reference DRN-4307644
6 Nov 2023 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4307644 Complaint Mr D has complained about loans Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance provided to him under its “Hitachi” brand. For ease of reference I’ll refer to the respondent as Hitachi in this final decision. He says Hitachi failed to conduct proportio... (4 pages)View decision -
Decision Reference DRN-5933514
23 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5933514 The complaint HSBC UK Bank Plc (‘HSBC Bank’) provided Mr C with an overdraft. Mr C complained about unaffordable lending in 2022 and this was brought to this service that same year. Mr C thinks that HSBC Bank has not complied with the determination in that case. In addition,... (2 pages)View decision -
Decision Reference DRN-5833083
9 Jan 2026 AutoMoney Limited Not upheldConsumer CreditDRN-5833083 The complaint AutoMoney Limited, trading as AutoMoney Car Finance (‘AutoMoney’) provided Mr K with a hire purchase agreement for a used car. He says the finance was provided irresponsibly and he couldn’t afford to repay it sustainably. What happened In June 2022, Mr K was a... (2 pages)View decision