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-5649664
16 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5649664 The complaint Ms I complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly. What happened In January 2005 Ms I opened a credit card account with Barclaycard. The credit limit applicable was as follows: Date Event Amount 28 January 2005 Account o... (4 pages)View decision -
Decision Reference DRN-6154974
16 Mar 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6154974 The complaint Mr N complains Creation Consumer Finance Ltd (“Creation”) didn’t do enough to explain how interest would be charged on two Buy-Now-Pay-Later (“BNPL”) purchases. He also says Creation didn’t deal fairly with problems he had accessing his online account. What ha... (3 pages)View decision -
Decision Reference DRN-6185937
16 Mar 2026 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-6185937 The complaint Mr W complains Kroo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide... (3 pages)View decision -
Decision Reference DRN-6215925
16 Mar 2026 Loans 2 Go Limited UpheldConsumer CreditDRN-6215925 The complaint Around July 2025, Loans 2 Go Limited (Loans 2 Go) provided Miss U with a £320 loan, with an 18-month term. It had a 678.9% APR. After interest and charges were applied the total amount repayable was £1,126.44 with monthly repayments of £62.58. Miss U says the l... (2 pages)View decision -
Decision Reference DRN-6101329
16 Mar 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6101329 The complaint Mr S complained about the way Clydesdale Bank Plc trading as Virgin Money (Virgin Money) administered his credit card account. I’ve reviewed the complaint and having considered all the information, I won’t be asking Virgin Money to do anything more to resolve t... (3 pages)View decision -
Decision Reference DRN-6179395
16 Mar 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6179395 The complaint Mr J complains that a car supplied to him under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional ... (4 pages)View decision -
Decision Reference DRN-6179039
16 Mar 2026 Elderbridge Limited Not upheldMortgagesDRN-6179039 The complaint Mr and Mrs E complain that Elderbridge Limited did not do enough to tell them that their secured loan was not on track to be repaid in full at the end of term. What happened On 1 October 2004, Mr and Mrs E took out a secured loan with First National Home Financ... (3 pages)View decision -
Decision Reference DRN-6102262
16 Mar 2026 PaySend PLC UpheldBanking and PaymentsDRN-6102262 The complaint Ms M complains about the response of PaySend PLC (PS) after she sent a payment. What happened In September 2025, Ms M initiated and sent a payment using PS to a family member of USD600. The recipient contacted Ms M after a number of days to say they had not re... (2 pages)View decision -
Decision Reference DRN-6162663
16 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6162663 The complaint Mr P argues that Santander UK Plc treated him unfairly by allowing him to enter an unarranged overdraft on his current account. What happened On 26 October 2024 a number of debit card payments were taken from Mr P’s account. As Mr P didn’t have the funds in his... (3 pages)View decision -
Decision Reference DRN-6224960
16 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6224960 The complaint Mr T has complained Barclays Bank UK Plc won’t refund multiple payments he says he made and lost to scams. Mr T is represented by a professional representative, but for ease I will just refer to Mr T throughout. What happened I issued my provisional decision ... (4 pages)View decision