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
-
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 -
Decision Reference DRN-2710189
29 Mar 2021 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-2710189 The complaint Mrs S complains that Marks & Spencer Financial Services plc (M&S) didn’t advise her that her credit file would be adversely affected when she took a 60 day ‘breathing space’ on her credit card payments. And it didn’t amend her credit file when it agreed to... (1 page)View decision -
Decision Reference DRN-1724045
19 Oct 2020 Studio Retail Limited Not upheldConsumer CreditDRN-1724045 The complaint Miss B complains Studio Retail Ltd refused to change her payment due date on her account, didn’t respond to her repeated request for this to happen, causing charges to be applied to her account and its eventual default. What happened Miss B had an account with Stu... (3 pages)View decision -
Decision Reference DRN4632714
13 Feb 2015 Bank of Scotland Plc Not upheldBanking and creditMiss R says that Bank of Scotland plc trading as Halifax is treating her unfairly as it will not accept the reduced payments on her mortgage that she can afford.backgroundMiss R has a mortgage with Halifax which is in arrears and she cannot afford the contractual monthly payments. She w... (1 page)View decision -
Decision Reference DRN-5598538
18 Jun 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5598538 The complaint Miss G has complained that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) acted irresponsibly when it provided her with two loans in 2021 and 2022. She has also complained that it failed to offer to reasonable support when she ran int... (3 pages)View decision -
Decision Reference DRN-3737293
5 Oct 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3737293 The complaint Mr C wants Clydesdale Bank Plc, trading as Virgin Money, to refund interest and fees of £567 that it charged after he says it unfairly withdrew the promotional 0% interest rate on his credit card. What happened When Mr C’s direct debit payment failed in July 2021 ... (3 pages)View decision -
Decision Reference DRN-4962510
27 Aug 2024 ONMO Limited Not upheldBanking and PaymentsDRN-4962510 The complaint Miss M is complaining about ONMO Limited because she says it lent irresponsibly by providing her with a credit card she couldn’t afford. She’s also dissatisfied with its response after she contacted it to say she was in financial difficulty. What happened In Ma... (3 pages)View decision -
Decision Reference DRN-5546543
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5546543 The complaint Mr T complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) has treated him when he got into financial difficulty in relation to this overdraft facility. What happened Mr T says that despite him letting NatWest know he was in financia... (3 pages)View decision -
Decision Reference DRN-5939169
17 Nov 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5939169 The complaint This complaint’s about a buy-to-let (BTL) mortgage Miss S holds with Bank of Ireland (UK) Plc (BOI). The complaint relates primarily to how BOI has dealt with Miss S’s requests for help during an extended period of financial hardship. What happened The broad c... (3 pages)View decision