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 370903 results
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Decision Reference DRN-5296871
19 May 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5296871 The complaint Mr P complains that Madison CF UK Limited trading as 118 118 Money recorded incorrect information about his fixed sum loan agreement to credit reference agencies. What happened On 27 September 2024, Mr P contacted 118 118 Money to request an arrangement in ord... (3 pages)View decision -
Decision Reference DRN-5177608
19 May 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5177608 The complaint Mr S is unhappy Metro Bank PLC will not refund all of the money that he lost as the result of an authorised push payment (APP) scam. Mr S brought his complaint to this service through a representative. For ease of reading I will refer solely to Mr S in this de... (3 pages)View decision -
Decision Reference DRN-5540144
19 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5540144 Complaint Ms T has complained about the overdraft charges TSB Bank plc (“TSB”) applied to her two current accounts. She’s effectively said the charges applied to her accounts were excessive and unfair and as she had to borrow further to repay them, they led to ongoing diffic... (5 pages)View decision -
Decision Reference DRN-5245866
19 May 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5245866 The complaint Mr M complains that the car he acquired through Toyota Financial Services (UK) PLC (“TFS”) wasn’t of satisfactory quality. He wants TFS to accept his rejection of the car and cancel his credit agreement. What happened Mr M entered a hire purchase agreement in M... (3 pages)View decision -
Decision Reference DRN-5487135
19 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5487135 The complaint Mr H complains that NewDay Ltd trading as Aqua (“NewDay”) were irresponsible when lending him two credit cards and by increasing his credit limit. Mr H is represented by a professional third party, but for ease of reference I’ll refer to Mr H throughout. What... (3 pages)View decision -
Decision Reference DRN-5317388
19 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5317388 The complaint Mr M, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In March 2023, Mr M acquired a used car financed by a conditional s... (3 pages)View decision -
Decision Reference DRN-5431310
19 May 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5431310 The complaint Mr S complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks. For ease, in my decision I will refer to Mr S when talking about him or his representative. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-5327826
19 May 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5327826 The complaint Mr N complains about the service he received from an agent of PrePay Technologies Ltd (PrePay) when he tried to get help. For ease within this decision, I will refer to the agent’s actions as those of PrePay. What happened In late November 2023 Mr N wanted to c... (4 pages)View decision -
Decision Reference DRN-5484742
19 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5484742 The complaint Miss M complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost to a job scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Miss M throughout this decision. What happened The background to this com... (3 pages)View decision -
Decision Reference DRN-5472987
19 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5472987 The complaint Mrs F complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) acted irresponsibly in approving her credit card application as it wasn’t affordable for her. What happened In April 2022 Mrs F applied for a credit card account with Virgin Money. ... (3 pages)View decision
