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 1473 results
-
Decision Reference DRN-3781148
31 Oct 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3781148 The complaint Ms B complains that Madison CF UK Limited (trading as 118 118 Money) applied a default to her loan account. What happened Ms B says 118 118 Money applied a default to her account even though she had a good repayment record, was almost at the end of her loan and he... (3 pages)View decision -
Decision Reference DRN4963939
6 Mar 2020 The Co-operative Bank Plc Not upheldBanking and creditMiss S complains about the way that The Co-operative Bank Plc trading as Platform has dealt with her account whilst she has been in financial difficulties. Miss S wants Platform to agree a payment arrangement with her.backgroundMiss S took out an interest only mortgage with Platform in 200... (2 pages)View decision -
Decision Reference DRN-4922761
13 Sep 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4922761 The complaint Mrs S complains that Sainsburys Bank Plc reported a late payment marker on her credit file even though she made her payment within the timescale requested. What happened Mrs S contacted Sainsburys on 2 December 2023 and advised that she couldn’t meet her contra... (2 pages)View decision -
Decision Reference DRN-6129262
9 Feb 2026 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6129262 The complaint Mr W says Specialist Motor Finance Limited (SMF) were unreasonable not to set up a further payment plan and provided poor service in relation to a finance agreement he has with them. What happened The detailed background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-4968617
15 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4968617 The complaint Miss A complains about Santander UK Plc unfairly taking away her remaining overdraft facility. What happened Miss A has a bank account with Santander which has an agreed overdraft. Following a technical error by Miss A at the end of 2022, her overdraft was red... (6 pages)View decision -
Decision Reference DRN-5696110
5 Nov 2025 Sky UK Limited Not upheldConsumer CreditDRN-5696110 The complaint Mr R complained about the way that Sky UK Limited dealt with the administration of a fixed sum loan agreement he had with it. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail.... (3 pages)View decision -
Decision Reference DRN-4837653
12 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4837653 The complaint Mr D complains that Barclays Bank UK PLC didn’t provide him with clear information about the impact of engaging a debt management company (“DMC”) to assist him when he experienced financial difficulties. Mr D says that this has resulted in Barclays Bank UK PLC unf... (5 pages)View decision -
Decision Reference DRN-5440686
30 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5440686 The complaint Mr O complains that Monzo Bank Ltd registered a default against him after closing his account. He is also dissatisfied with the service he received, particularly delays in responding to his emails. What happened The detailed background of this complaint is wel... (4 pages)View decision -
Decision Reference DRN-5651457
27 Jun 2025 Platform Funding Ltd Not upheldMortgagesDRN-5651457 The complaint Mr M complains that Platform Funding Limited treated him unfairly regarding his mortgage arrears. His representative asks that Platform accepts his proposal to clear the arrears. What happened Mr M took out an interest only mortgage with Platform in 2005. The s... (4 pages)View decision -
Decision Reference DRN-4810090
13 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4810090 The complaint Miss K is unhappy with several aspects of the service she’s received from Bank of Scotland plc, trading as Halifax. What happened Miss K has a credit card with Halifax. Unfortunately, in recent years, Miss K has experienced several traumatic life events which h... (4 pages)View decision