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 1466 results
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Decision Reference DRN-5300036
22 May 2025 Nationwide Building Society Not upheldMortgagesDRN-5300036 The complaint Mr and Mrs G complain about how Nationwide Building Society has dealt with them in their financial difficulties. What happened Mr and Mrs G have a mortgage with Nationwide. In October 2023 Mr and Mrs G applied for additional borrowing which was refused. Mr and ... (4 pages)View decision -
Decision Reference DRN7561300
25 Nov 2020 Barclays Bank UK PLC Not upheldBanking and creditMr V and Mrs V complain that Barclays Bank UK PLC treated them unfairly when the term of their interest only mortgage expired. Mrs V has dealt with the complaint throughout. She asks for a term extension of 2 to 5 years. background Mr V and Mrs V took out a repayment mortgage with Barclays... (5 pages)View decision -
Decision Reference DRN8331791
20 Oct 2020 Studio Retail Limited UpheldBanking and creditMiss L has complained that Studio Retail Limited failed to make reasonable adjustments for her when she contacted them due to not being able to make an upcoming payment. background Miss L has a medical condition and as part of that condition she finds it difficult to speak to unfamiliar pe... (5 pages)View decision -
Decision Reference DRN-4306746
17 Aug 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4306746 The complaint Miss T complains that Marks & Spencer Financial Services Plc (M&S) lent to her irresponsibly and didn’t support her in financial difficulty. What happened Miss T had a credit card from M&S since 2013. The limit was originally £1,500. Limit increases we... (5 pages)View decision -
Decision Reference DRN-2724509
30 Mar 2021 Preferred Mortgages Limited UpheldMortgagesDRN-2724509 The complaint Mr H has complained about how Preferred Mortgages Limited has treated him whilst he’s been in financial difficulties. Mr H’s complaint can be broken down into the following broad categories: Request for a temporary switch to interest-only Litigation Fees and ch... (6 pages)View decision -
Decision Reference DRN-3194179
16 Dec 2021 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3194179 The complaint Mr C complained that Tesco Personal Finance PLC refused his credit card repayment proposal, recorded a default, didn’t contact him for 12 months then transferred his debt to a debt collection agency. What happened Mr C held a credit card with Tesco with a limit of... (5 pages)View decision -
Decision Reference DRN-5128323
6 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5128323 The complaint Miss H complains Monzo Bank Ltd closed her account and reported a default without giving her notice. She further complains Monzo did not provide information about the Zero Affordability Plan (ZAP) Monzo placed her on. What happened Miss H explained she sadly ha... (4 pages)View decision -
Decision Reference DRN-3342189
21 Mar 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3342189 The complaint Mr C has complained about the support he received from Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn). What happened In January 2019, Mr C entered into a conditional sale agreement with Moneybarn to acquire a motorbike first registered in 2016. The cash ... (5 pages)View decision -
Decision Reference DRN6726201
14 Jan 2020 Nationwide Building Society Not upheldBanking and creditThe Administrator of the Estate of Mrs C complains that Nationwide Building Society shouldn’t have given Mrs C two personal loans or, on two different occasions, increased the limit on her credit card. The Administrator, Mrs A, says Mrs C couldn’t afford any of this lending. She wants Nati... (5 pages)View decision -
Decision Reference DRN-4662058
11 Mar 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4662058 Complaint Miss S has complained about a personal loan Metro Bank PLC (trading as “Ratesetter”) which she says was unfairly lent to her. She says the loan was unaffordable. Background Ratesetter provided Miss S with a loan for £5,000.00 in December 2021. This loan had an APR of ... (5 pages)View decision