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-5638118
4 Sep 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5638118 The complaint Mr M complains that Zopa Bank Limited (‘Zopa’) didn’t agree to give him a ‘payment holiday’ when he couldn’t afford the minimum repayments to a credit card. He thinks this is unfair and says that both the information he has had from Zopa in the past, and the re... (3 pages)View decision -
Decision Reference DRN-4358412
25 Sep 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-4358412 The complaint Mr W complains that HSBC UK Bank Plc failed to quickly correct inaccurate information it had recorded on his credit file, affecting his ability to take out further credit and causing him a significant financial loss. What happened Mr W took out a loan with HSBC in... (4 pages)View decision -
Decision Reference DRN4906752
2 Mar 2016 Olympic Warranties Ltd Not upheldInsurance (excluding PPI)Miss B complains that Olympic Warranties Ltd mis-sold her mechanical breakdown insurance for her car.backgroundMiss B had a problem with her car’s transmission and – although she had warranty insurance – she ended up paying a garage to fix it. She complained that Ol... (2 pages)View decision -
Decision Reference DRN-3976386
20 Feb 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3976386 The complaint Mr N complains Capital One (Europe) plc refused his requests to close his credit card accounts after he told them he had a gambling addiction. What happened Mr N has two credit cards with Capital One. He’s complained because they’ve refused to close his accounts d... (4 pages)View decision -
Decision Reference DRN-3571749
19 Oct 2022 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-3571749 The complaint Mr B complains that Bank of Ireland (UK) Plc trading as Post-Office Financial Services (BOI) unfairly defaulted his loan account, negatively impacting his credit file. What happened Mr B had a loan with BOI, which he took in November 2016. His monthly payments on ... (4 pages)View decision -
Decision Reference DRN-4212938
28 Jun 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4212938 The complaint Mrs P complains Clydesdale Bank PLC trading as Virgin Money (Virgin) refused to accept her monthly payment offer to her credit card account, at a time she was experiencing financial difficulties. What happened Mrs P says due to a change in her financial circumstan... (4 pages)View decision -
Decision Reference DRN-4952210
13 Dec 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4952210 The complaint Mr H is unhappy that Barclays Bank UK PLC continues to pursue him for the balance of a mortgage when it hasn’t demonstrated that it’s valid. What happened Mr H took out a mortgage with Barclays in 1989. The mortgage is in joint names, but only Mr H is bringing ... (3 pages)View decision -
Decision Reference DRN-6014355
16 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6014355 The complaint Mrs W complains about errors setting up a payment plan with TSB Bank plc (“TSB”), and problems getting a third party registered to help her manage her account. What happened Mrs W has been represented to bring her complaint to our service, but for simplicity, I... (3 pages)View decision -
Decision Reference DRN9468873
27 Aug 2019 Oakbrook Finance Limited Not upheldBanking and creditMr D complains that Oakbrook Finance Limited trading as Likely Loans irresponsibly lent him money which was unaffordable.backgroundMr D took out the loan in 2016 and says he told Likely Loans that he had gambling transactions recorded on his bank statement. He says he was encouraged to app... (3 pages)View decision -
Decision Reference DRN-3064765
24 Sep 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3064765 The complaint Mrs W complains that Barclays Bank UK PLC trading as Barclaycard, unfairly recorded negative information against her credit file around the start of the Covid-19 pandemic. What happened Mrs W holds a credit card with Barclaycard. At the end of March 2020, she was ... (3 pages)View decision