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 384133 results
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Decision Reference DRN-5979408
27 Nov 2025 NCO Europe Limited Not upheldConsumer CreditDRN-5979408 The complaint Mr A complains that NCO Europe Limited (NCO) incorrectly reported a default to his credit file and failed to correct this on multiple occasions. What happened Mr A had a credit card with a business I’ll call V. When Mr A’s income changed he entered into a payme... (2 pages)View decision -
Decision Reference DRN-5899691
27 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5899691 The complaint Mr K complains that Nationwide Building Society handled his application for a transfer of equity on his mortgage poorly, causing him distress and inconvenience. What happened In 2021 Mr K and his then partner took a mortgage with Nationwide. The mortgage was f... (3 pages)View decision -
Decision Reference DRN-5825083
27 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5825083 The complaint Mr S is unhappy with Lloyds Bank Plc. He wanted to buy a car, and Lloyds wouldn’t let the payment go through and then blocked his account. Mr S missed out on the purchase and then had to go through the hassle of having to make a special visit to a branch with i... (3 pages)View decision -
Decision Reference DRN-5819968
27 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5819968 The complaint Mr P has complained about the way Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with a claim for money back in relation to a tablet he purchased using his current account. What happened On 12 May 2025, Mr P used his Virgin Money current ac... (4 pages)View decision -
Decision Reference DRN-5980874
27 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5980874 The complaint Mr N complains about the information Barclays Bank UK PLC trading as Barclaycard has recorded on his credit file. What happened Mr N held a Barclaycard credit card account for a number of years. It issued a default notice on 19 February 2018 after his account f... (3 pages)View decision -
Decision Reference DRN-5830961
27 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5830961 The complaint Mr and Mrs W’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (10 pages)View decision -
Decision Reference DRN-5777952
27 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5777952 The complaint Miss M complains that Lloyds Bank PLC won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bot... (2 pages)View decision -
Decision Reference DRN-5906918
27 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5906918 The complaint Mr C is unhappy with how Lloyds Bank PLC (Lloyds) handled a refund claim he made. What happened Mr C used his Lloyds credit card to purchase a digital piano from a supplier I shall call ‘D’ in January 2025 to the sum of £2,165.00. He discovered external cosmeti... (3 pages)View decision -
Decision Reference DRN-5980393
27 Nov 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5980393 The complaint Mr P complains that Loans 2 Go Limited trading as Loans 2 Go (“L2G”) irresponsibly gave him a fixed sum loan agreement he couldn’t afford to repay. What happened In December 2023, Mr P applied to L2G for a cash loan. He was given a fixed sum loan agreement borr... (4 pages)View decision -
Decision Reference DRN-5956791
27 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5956791 The complaint Mr D complains that Lendable Ltd (“Lendable”) irresponsibly lent to him. What happened In September 2021 Mr D took out a loan with Lendable for £5,000. It was due to be repaid over 60 months, with a monthly repayment amount of £144.82. Mr D complained to Lend... (3 pages)View decision
