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 375868 results
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Decision Reference DRN-5708364
26 Aug 2025 Secure Trust Bank Public Limited Company Not upheldBanking and PaymentsDRN-5708364 The complaint Mrs E complains that SECURE TRUST BANK PUBLIC LIMITED COMPANY provided poor customer service. What happened Mrs E has expressed concerns over the background noise she experienced during a telephone call with Secure Trust. She’s worried that her conversations w... (2 pages)View decision -
Decision Reference DRN-5740686
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5740686 The complaint Mr T complains Barclays Bank UK PLC unfairly added his details to a fraud database. What happened Mr T says his mobile glitched and paid money to a betting app installed on his phone. Mr T contacted Barclays and asked it to raise a chargeback, he hadn’t auth... (3 pages)View decision -
Decision Reference DRN-5774812
26 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5774812 Complaint Miss B has complained that Clydesdale Bank Plc (trading as “Virgin Money”) shouldn’t have offered to increase the limit on her credit card. Background Virgin Money provided Miss B with a credit card with an initial limit of £3,600.00 in October 2021. In August 202... (4 pages)View decision -
Decision Reference DRN-5760551
26 Aug 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5760551 The complaint This complaint is about an interest-only mortgage Ms Z holds with HSBC Bank PLC. The mortgage term expired in 2020. Ms Z is unhappy that HSBC has begun legal action to recover the debt. She’s dissatisfied with HSBC’s communication with her, and also believes th... (4 pages)View decision -
Decision Reference DRN-5774791
26 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5774791 Complaint Mr K has complained about high-cost short-term credit instalment loans he took out with Gain Credit LLC (trading as “Lending Stream”). He says that these loans were unaffordable and so shouldn’t have been provided to him. Background This complaint centres on the p... (4 pages)View decision -
Decision Reference DRN-5774782
26 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5774782 Complaint Ms G is unhappy Gain Credit LLC (trading as “Lending Stream”) provided her with a high- cost short-term credit instalment loan. She says she should never have been given this loan as it was unaffordable. Background This complaint centres around the provision of a ... (3 pages)View decision -
Decision Reference DRN-5588386
26 Aug 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5588386 Complaint Mr G complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire purchase agreement with him. He’s said the monthly payments were unaffordable and he struggled to meet the repayments, having to borrow from friends and family in order to do ... (4 pages)View decision -
Decision Reference DRN-5469578
26 Aug 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5469578 Complaint Mr G complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been lent ... (3 pages)View decision -
Decision Reference DRN-5648141
26 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5648141 Complaint Mr R has complained about a personal loan that Mitsubishi HC Capital UK PLC (trading as Novuna Personal Finance) provided to him. He’s said that the loan was unaffordable, shouldn’t have been approved because of his financial situation and as a result led to missed... (5 pages)View decision -
Decision Reference DRN-5515125
26 Aug 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5515125 Complaint Mr B is unhappy Evergreen Finance London Limited (trading as “Moneyboat”.co.uk) provided him with a high-cost short-term credit instalment loan. He says the loan was irresponsibly provided given his existing circumstances. Background This complaint centres around ... (3 pages)View decision
