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-5802350
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5802350 The complaint Mrs B is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs B fell victim to a cruel investment scam. After responding to an online advert, she w... (7 pages)View decision -
Decision Reference DRN-5593657
8 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5593657 Complaint Mrs J has complained that Barclays Bank UK PLC (trading as “Barclaycard”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that this was irresponsible and placed her in eternal debt. Background Barclaycard initial... (8 pages)View decision -
Decision Reference DRN-5802221
8 Sep 2025 East Lancashire Moneyline (IPS) Limited Not upheldConsumer CreditDRN-5802221 Complaint Ms K has complained about instalment loans she took out with East Lancashire Moneyline (IPS) Limited (trading as “Moneyline”). She says that these loans were unaffordable and so shouldn’t have been provided to her. Ms K is also unhappy that she was provided wit a ... (4 pages)View decision -
Decision Reference DRN-5523512
8 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5523512 Complaint Mr G has complained about a credit card Marks & Spencer Financial Services Plc (trading as “M&S Bank”) provided to him. He says that the credit card was unaffordable for him and caused him ongoing financial difficulty as he had to take out further credit to... (4 pages)View decision -
Decision Reference DRN-5588223
8 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5588223 Complaint Mr W complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In December 2022, Black Hor... (3 pages)View decision -
Decision Reference DRN-5423030
8 Sep 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5423030 Complaint Mr S is unhappy Propel Holdings (UK) Limited (trading as “Quidmarket”) 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 the provi... (3 pages)View decision -
Decision Reference DRN-5732232
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5732232 Complaint Miss N has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to her current account. She’s effectively said the charges applied to her account were unfair as they were applied when she was in financial diffi... (6 pages)View decision -
Decision Reference DRN-5784030
8 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5784030 Complaint Ms M has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to her. She says she shouldn’t have been provided with a credit card or a limit increase. Background Capital One provided Ms M with a credit card with an initial limit of £20... (3 pages)View decision -
Decision Reference DRN-5743814
8 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5743814 Complaint Miss C has complained about the overdraft charges HSBC UK Bank Plc (trading as “First Direct”) applied to her current account. She’s effectively said the charges applied to her account were unfair as they were applied when she was in financial difficulty. Backgrou... (5 pages)View decision -
Decision Reference DRN-5695452
8 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5695452 Complaint Mr D has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that it ought to have known the loan was unaffordable for him and so shouldn’t have provided it. Background 118 118 Money provided Mr D with a loan for £2... (3 pages)View decision
