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 381082 results
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Decision Reference DRN-5829083
7 Oct 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5829083 Complaint Mr K has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In December 2024, Jaja provided Mr K with a credit card which had... (3 pages)View decision -
Decision Reference DRN-5821133
7 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5821133 Complaint Ms L has complained that Nationwide Building Society (“Nationwide”) irresponsibly provided a credit card as well as a subsequent credit limit increase to her. She says that this credit was unaffordable and she had to borrow elsewhere in order to make her payments. ... (8 pages)View decision -
Decision Reference DRN-5778706
7 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5778706 Complaint Mr and Mrs H have complained about the overdraft charges Bank of Scotland Plc (trading as “Halifax”) applied to their current account. Mr and Mrs H are being represented, by the (“representative”), in their complaint. The representative has said the charges appli... (6 pages)View decision -
Decision Reference DRN-5677710
7 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5677710 Complaint Ms H complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with her. She’s said that it wasn’t properly checked whether she could make the repayments to this agreement, which were unaffordab... (3 pages)View decision -
Decision Reference DRN-5715344
7 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5715344 The complaint Mr G complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the way they and their agents handled the claim he made on the breakdown cover included within his motor insurance policy. What happened The claim and complaint circumstances are well known ... (4 pages)View decision -
Decision Reference DRN-5854929
7 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5854929 Complaint Mr M has complained about credit cards Clydesdale Bank Plc (trading as “Virgin Money”) provided to him. He says his financial situation was not considered adequately and this resulted in him being issued with credit cards which he couldn’t afford the repayments for... (3 pages)View decision -
Decision Reference DRN-5865109
7 Oct 2025 Omnilife Insurance Company Limited Not upheldPensions and AnnuitiesDRN-5865109 The complaint Representatives of Mrs M complained to the Omnilife Insurance Company Limited about information provided in respect of her annuity income. What happened Mrs M originally started an annuity with the Hodge Life Assurance Company in December 2002. In April 2023 H... (4 pages)View decision -
Decision Reference DRN-5632270
7 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5632270 The complaint Miss N complains that Barclays Bank UK PLC trading as Barclays unfairly removed her overdraft facility. What happened On 21 September 2024, Barclays wrote to Miss N and explained that it would be removing her £3,000 overdraft. It said it had reviewed her accou... (4 pages)View decision -
Decision Reference DRN-5619665
7 Oct 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5619665 Complaint Mr D complains that First Response Finance Limited (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In January 2022, First Response provided Mr D with f... (3 pages)View decision -
Decision Reference DRN-5622820
7 Oct 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5622820 The complaint Mr D complains Kroo Bank Ltd, recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly in what it did and how it approached things. What happened A summary of what happened is below. On 20 July 2024, se... (3 pages)View decision
