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 17876 results
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Decision Reference DRN-3780582
13 Dec 2022 Next Retail Limited UpheldConsumer CreditDRN-3780582 The complaint Miss U says Next Retail Limited (“Next”) irresponsibly lent to her. She has requested that the interest and late payment charges she paid on the account she had be refunded. What happened This complaint is about a catalogue shopping account provided by Next to Mis... (3 pages)View decision -
Decision Reference DRN-4118949
25 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4118949 The complaint Ms E complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms E applied for an Aqua credit card with NewDay in May 2020. In the application, Ms E said she was e... (2 pages)View decision -
Decision Reference DRN-4829343
31 Jul 2024 Next Retail Limited Not upheldConsumer CreditDRN-4829343 The complaint Miss C complains about the amount Next Retail Limited (“Next”) refunded to her as part of an irresponsible lending complaint. What happened In July 2020 Miss C entered into a Debt Arrangement Scheme (DAS) and a Debt Payment Programme (DPP) was agreed. Under the... (2 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 DRN5684867
11 Jun 2014 Halifax Investment Services Ltd Not upheldInvestment and pensionsMr K has brought a complaint on behalf of his son, Mr C, concerning a stocks and shares ISA. He has said Halifax Investment Services Ltd has mismanaged his son’s ISA. Halifax has also failed to listen to its risk adviser. Therefore, due to its poor management of its business the val... (2 pages)View decision -
Decision Reference DRN4608982
25 Mar 2019 Express Finance (Bromley) Limited Not upheldBanking and creditMr A complains that Express Finance (Bromley) Limited trading as Payday Express lent to him irresponsibly. background Payday Express’ records show that a running account credit agreement was entered into with Mr A on 19 December 2011. The ‘drawdowns’ were for specific ti... (2 pages)View decision -
Decision Reference DRN0902924
11 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs A complain that HSBC UK Bank Plc gave them the wrong information when they took out a personal loan.backgroundIn February 2018 Mr and Mrs A applied for an HSBC loan. The interest rate was high but they told us HSBC said they could go back to their local... (2 pages)View decision -
Decision Reference DRN-1557450
9 Jun 2020 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-1557450 The complaintMiss T complains that Marks and Spencer Financial Services Plc (M&S) unfairly increased the interest rate of her credit card account. What happenedMiss T says M&S told her in May 2019 the interest rate on her credit card account was increasing. She says she... (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 -
Decision Reference DRN-3933618
7 Feb 2023 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-3933618 The complaint Mr L complains that FUND OURSELVES LIMITED (FOL) lent to him when he was not ‘in the right frame of mind’ and that his illness means that it should not have been lent to him. What happened Mr L has explained that he applied for a loan on-line on 31 December 2021. ... (5 pages)View decision
