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-5873044
3 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5873044 Complaint Mr and Ms S have complained about the overdraft charges Santander UK Plc (“Santander”) applied to their current account. Mr and Ms S have said that Santander failed to pick up on their financial difficulty and offer appropriate assistance to exit their overdraft. T... (5 pages)View decision -
Decision Reference DRN-5808491
3 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5808491 Complaint Mr K has complained about a credit card MBNA Limited (“MBNA”) provided to him. He says that had his bank account been looked at he wouldn’t have been lent to. Background MBNA provided Mr K with a credit card with a limit of £2,700.00 in July 2022. The credit limit... (3 pages)View decision -
Decision Reference DRN-5763949
3 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5763949 Complaint Miss S complains that Volkswagen Financial Services UK Limited (trading as “Audi” Financial Services) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Miss S has use... (3 pages)View decision -
Decision Reference DRN-5610286
3 Nov 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5610286 Complaint Mrs M complains that First Response Finance Limited (“First Response”) unfairly entered into a hire-purchase agreement with her. She’s said the payments to her agreement were unaffordable. Background In March 2022, First Response provided Mrs M with finance for a ... (3 pages)View decision -
Decision Reference DRN-5712522
3 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5712522 Complaint Mr B has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to him. He says no income and expenditure checks were carried out before he was provided with this unaffordable credit card. Background Virgin Money provided Mr B with... (3 pages)View decision -
Decision Reference DRN-5625684
3 Nov 2025 Bamboo Limited Not upheldConsumer CreditDRN-5625684 Complaint Miss J has complained about a loan Bamboo Limited (“Bamboo”) provided to her. She says that the loan was unaffordable given her circumstances and the amount of debt that she already had at the time. Background Bamboo provided Miss J with a loan for £10,000.00 in A... (3 pages)View decision -
Decision Reference DRN-5680417
3 Nov 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5680417 Complaint Mr G has complained about a credit card Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background In February 2022, 118 118 Money provided Mr G with a credit car... (3 pages)View decision -
Decision Reference DRN-5748586
3 Nov 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5748586 Complaint Mr C has complained that Shop Direct Finance Company Limited (trading as “Very”) irresponsibly provided him with a catalogue shopping account and limit increase. He’s said that that this resulted in his debt spiralling and him falling behind on his priority bills a... (5 pages)View decision -
Decision Reference DRN-5921600
2 Nov 2025 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5921600 The complaint Miss W established a Property and Financial Affairs Lasting Power of Attorney (‘LPA’) in 2011, her brother (who I’ll refer to as ‘Mr A’) was named in the LPA as an attorney. Mr A is also acting as Miss W’s representative in this complaint. Miss W complains tha... (12 pages)View decision -
Decision Reference DRN-5920240
2 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5920240 THE COMPLAINT Mr M complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr M is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr M solely in this decision for ... (4 pages)View decision