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 401363 results
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Decision Reference DRN-5982543
16 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5982543 The complaint Barclays Bank UK PLC trading as Tesco Bank provided Mr G with a credit card in March 2017. It had a credit limit of £2,500 which was later increased to £3,500 the following October. Mr G says the account opening limit and following increase were provided irresp... (3 pages)View decision -
Decision Reference DRN-5785065
16 Dec 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5785065 The complaint Miss T complains that PayPal (Europe) Sarl Et Cie SCA (“PayPal”) approved a credit account for her in 2022 when she could not afford it. What happened Miss T took a PayPal Credit account in November 2022 and the initial credit approved for her was £800. It’s a ... (2 pages)View decision -
Decision Reference DRN-5839024
16 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5839024 The complaint Mr B complains about the way MotoNovo Finance Limited (MotoNovo) dealt with the rejection of his vehicle under a hire purchase agreement. What happened In February 2025 Mr B acquired a used car through a hire purchase agreement financed by MotoNovo. The car b... (3 pages)View decision -
Decision Reference DRN-5546537
16 Dec 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5546537 The complaint Mrs B complains Admiral Financial Services Limited (Admiral) irresponsibly lent to her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. In particular, she complains she took out another loan around the same t... (4 pages)View decision -
Decision Reference DRN-5634943
16 Dec 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5634943 The complaint Mr S is unhappy Chetwood Financial Limited trading as Live Lend (‘Chetwood’) provided him with two loans which were unaffordable. He’s represented in his complaint but, for ease, I’ve written as if we’ve dealt with him directly throughout. What happened Chetwo... (3 pages)View decision -
Decision Reference DRN-5793030
16 Dec 2025 Fairscore Ltd UpheldConsumer CreditDRN-5793030 The complaint Mr T says Fairscore Ltd trading as Updraft (‘Updraft’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a personal loan. He says that proper checks would have shown that he was in a precar... (4 pages)View decision -
Decision Reference DRN-5912522
16 Dec 2025 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5912522 The complaint Mr G complains about charges he was asked to pay by Tesla Financial Services Limited (Tesla) when he returned a car he had been financing through an agreement with them. What happened The detailed background to this complaint is well known to both parties. So, ... (2 pages)View decision -
Decision Reference DRN-6022126
16 Dec 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6022126 The complaint Miss M complains that Shop Direct Finance Company Limited trading as very (Shop Direct) lent to her irresponsibly. What happened Miss M opened an account ending 4088 with Shop Direct in 2003 but the credit limit was removed in April 2007 and reinstated a few d... (4 pages)View decision -
Decision Reference DRN-5916319
16 Dec 2025 AWP P&C S.A. UpheldInsuranceDRN-5916319 The complaint Mr and Mrs S are unhappy with the way AWP P&C SA handled a claim made under their single trip travel insurance policy (‘the policy’) when Mrs S required medical attention whilst abroad. All reference to AWP includes its medical assistance team. What happe... (3 pages)View decision -
Decision Reference DRN-5754997
16 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5754997 The complaint Mr G is unhappy Barclays Bank UK PLC (Barclays) closed his account. What happened Barclays says it sent Mr G a letter on 18 September 2023 explaining that his account would be closed around 15 December 2023 due to dormancy. The letter explained that to keep the... (3 pages)View decision