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-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-5298794
18 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5298794 Complaint Miss M complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into conditional sale agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and this caused... (5 pages)View decision -
Decision Reference DRN2733942
26 Feb 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)This complaint concerns a monthly mortgage payment protection insurance (“MPPI”) policy sold to Mr and Mrs N in September 1996. Mr and Mrs N approached Nationwide Building Society (“Nationwide”) for a mortgage and MPPI was added. In June 2002 Mr and Mrs N applied for a further advanc... (5 pages)View decision -
Decision Reference DRN-4095969
3 May 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4095969 The complaint A limited company, while I’ll refer to as P, complains that The Royal Bank of Scotland Plc has unfairly failed to compensate it for consequential losses arising from the bank’s failure to give due consideration to its restructuring proposals. P is legally represen... (5 pages)View decision -
Decision Reference DRN-3836453
15 Mar 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3836453 The complaint Mr A has a mortgage with Barclays Bank UK PLC (“Barclays”). He complains about the way it has been managed. What happened In early 2018 Mr A took out a repayment mortgage with Barclays. The mortgage was for £360,000 plus fees over a 22-year term. Mr A missed two m... (5 pages)View decision -
Decision Reference DRN-3967062
28 Apr 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3967062 The complaint Miss B complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly lent to her when she took out a finance agreement with them. What happened Miss B took out a conditional sale agreement with Moneybarn in May 2020 to acquire a used car. The term of the agre... (5 pages)View decision -
Decision Reference DRN-3132233
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3132233 The complaint Mr J complains that NewDay Ltd trading as Aqua has registered a default against his account without contacting him to set up a repayment plan. What happened Mr J contacted Aqua on 11 December 2019 to inform them he was suffering financial difficulties due to a per... (4 pages)View decision -
Decision Reference DRN-5935310
7 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5935310 The complaint Mr W complains that NewDay Ltd trading as Aqua irresponsibly provided him with a credit card. Mr W is supported in bringing this complaint by a representative. But for ease of reading, I’ll refer to actions and submissions as being those of Mr W himself. What... (5 pages)View decision -
Decision Reference DRN9599477
24 Jun 2019 Santander UK Plc Not upheldBanking and creditMr T complained that Santander UK Plc:-didn’t tell him that he could only have a maximum of four months’ mortgage payment holiday. He said Santander agreed six months, then went back on this;-didn’t tell him that he could make a minimum payment. Mr T said Santander told him not to pay anyt... (5 pages)View decision -
Decision Reference DRN-5947299
17 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5947299 The complaint Mr M and Mrs K complain about how Bank of Scotland plc (“BoS”) dealt their request for a new mortgage deal. They said the advisor, who wouldn’t offer them a new, lower interest rate because of affordability concerns, had made very serious mistakes. What happene... (5 pages)View decision