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-6104967
13 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6104967 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved two credit card applications he made. Mr H also complains about the lack of support provided by Virgin Money when he experienced financial difficulties. What ha... (5 pages)View decision -
Decision Reference DRN-5568211
26 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5568211 The complaint Ms H complains Moneybarn No.1 Limited (Moneybarn) irresponsibly lent to her when it entered into a car finance agreement because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Ms H took out a conditi... (5 pages)View decision -
Decision Reference DRN-5413865
20 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5413865 The complaint Mr W complains Volkswagen Financial Services (UK) Limited trading as Seat Financial (VWFS) unfairly terminated his car finance agreement. He also complains they didn’t support him during his time of financial difficulty What happened In May 2021, Mr W entered i... (5 pages)View decision -
Decision Reference DRN-5373507
11 Mar 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5373507 The complaint Mr B complains that National Westminster Bank Plc irresponsibly lent him two personal loans, and that it didn’t treat him fairly when he had difficulties with repayment. What happened In October 2018 Mr B borrowed £7,000 from NatWest over a term of 60 months – ... (5 pages)View decision -
Decision Reference DRN3026344
25 Feb 2020 Legal & General Partnership Services Limited Not upheldBanking and creditThrough a claims management company (CMC), Mr and Mrs S have complained that in 2007 they were mis-sold a mortgage by a representative of Legal & General Partnership Services Limited (L&G).backgroundIn April 2007, after taking advice from L&G, Mr and Mrs S remortgaged their pro... (6 pages)View decision -
Decision Reference DRN-4697556
30 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4697556 The complaint Mr F complains NewDay Ltd trading as Fluid treated him unfairly in respect of a credit card account after he suffered financial difficulties due to health conditions. What happened Mr F holds a credit card account with NewDay. Unfortunately, due to physical and... (5 pages)View decision -
Decision Reference DRN1362568
28 Sep 2017 Santander UK Plc UpheldBanking and creditMr and Mrs P are unhappy Santander UK plc has refused to change the interest-only part of Mrs P’s mortgage to capital repayment when it reached the end of its term. To resolve the situation they want to Santander to now do this. backgroundMrs P has a mortgage wit... (4 pages)View decision -
Decision Reference DRN-3567918
25 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3567918 The complaint Mrs B complains that Barclaycard (Barclaycard) defaulted and closed her account. What happened Mrs B had a Barclaycard. In February 2020, the limit was £12,750 and the statement balance was £5,710. Minimum contractual monthly payments were around £130-£140. In Mar... (5 pages)View decision -
Decision Reference DRN-3348043
3 Mar 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3348043 The complaint Mr V is unhappy with how NewDay Ltd dealt with him, when he contacted it to explain he was in financial difficulties. What happened Mr V has explained that he’s been experiencing financial difficulties. This meant he wasn’t able to maintain the contractual payment... (5 pages)View decision -
Decision Reference DRN-3376271
21 Apr 2022 Santander UK Plc UpheldMortgagesDRN-3376271 The complaint Miss H complains that Santander UK Plc approved a payment holiday and a rate switch on a joint mortgage without her consent. What happened Miss H has a joint mortgage with Santander which has been in place since 2007. Miss H has told us that in 2016 she made Santa... (5 pages)View decision