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-3415634
27 Apr 2022 Santander UK Plc UpheldMortgagesDRN-3415634 The complaint Mr and Mrs B complain that Santander UK Plc have treated them unfairly in relation to their mortgage account. They’re unhappy with the lack of assistance offered during periods of ill health and financial difficulty. What happened Mr and Mrs B have a repayment mor... (8 pages)View decision -
Decision Reference DRN-3390393
24 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3390393 The complaint Mr N is unhappy with how he has been treated by HSBC UK Bank Plc in relation to his business bank account. He believes that HSBC ought to have handled things differently after he notified it that he was experiencing financial difficulties in 2012. Mr N is also unh... (9 pages)View decision -
Decision Reference DRN-5795361
27 Oct 2025 PayPal UK Ltd UpheldConsumer CreditDRN-5795361 Complaint Mr T has complained about a credit account PayPal UK Ltd (“PayPal”) provided to him. He says he shouldn’t have been provided with a credit account, or the limit increase, as the credit was unaffordable for him. Mr T argues that PayPal failed to take into account h... (8 pages)View decision -
Decision Reference DRN-5854613
2 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5854613 Complaint Miss C has complained about the overdraft charges Santander UK Plc (“Santander”) applied to her current account. She’s effectively said the charges applied to her account were unfair as she shouldn’t have been given the overdraft and this caused ongoing financial d... (8 pages)View decision -
Decision Reference DRN-5426652
26 Mar 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5426652 The complaint Mrs A is unhappy with how Moneybarn No. 1 Limited treated her when she got into financial difficulty in relation to a conditional sale agreement taken to finance a car. What happened In March 2020, Mrs A entered into a conditional sale agreement with Moneybarn ... (9 pages)View decision -
Decision Reference DRN4441181
28 Feb 2019 Loans 2 Go Limited UpheldBanking and creditMiss R has complained about a personal loan provided by Loans 2 Go Limited (“L2G”) in December 2017. She’s said she’s concerned L2G is saying that she owes £3,670.20 when she only borrowed £900. She’s also suggested that L2G hasn’t treated her positively and sympathet... (9 pages)View decision -
Decision Reference DRN-3951558
8 Feb 2023 Retail Money Market Ltd UpheldInvestmentsDRN-3951558 The complaint Mrs H complains that Retail Money Market Ltd (“RateSetter”) unfairly reduced her interest returns on her crowdfunding investments and didn’t return any of this following a third party (“TP”) acquiring the platform’s loan portfolio. What happened RateSetter is a pe... (9 pages)View decision -
Decision Reference DRN-4225694
7 Jul 2023 Blemain Finance Limited UpheldMortgagesDRN-4225694 The complaint Mr and Mrs S complain about their second charge mortgage (secured loan) with Blemain Finance Limited trading as Together. They’re unhappy that their mortgage balance has increased and think Together isn’t treating them fairly in threatening repossession. And they ... (10 pages)View decision -
Decision Reference DRN-3426047
20 Jun 2022 Paratus AMC Limited UpheldMortgagesDRN-3426047 The complaint Mr and Mrs O complain about their mortgage with Paratus AMC Limited trading as Foundation Home Loans. They say it has added excessive legal fees to their balance. What happened Mr and Mrs O took out an interest only mortgage with Foundation’s predecessor company i... (10 pages)View decision -
Decision Reference DRN0025627
8 Aug 2019 Everyday Lending Limited UpheldBanking and creditMr H has complained about two personal loans he took out with Everyday Lending Limited (trading as “Everyday Loans”). He says that Everyday Loans provided him with loans he couldn’t afford.backgroundThis complaint is about two loans Mr H was provided with April 2016 and July 2016. His borr... (12 pages)View decision