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-5803360
2 Dec 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5803360 The complaint Mr A complains that PRA Group (UK) Limited trading as PRA Group (PRA) didn’t treat him fairly when dealing with his request to medically write off the debt he has with them. What happened Mr A has two accounts that are currently owned by PRA the first is a cred... (3 pages)View decision -
Decision Reference DRN-5817421
5 Feb 2026 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5817421 The complaint Mx C complains that Frasers Group Financial Services Limited trading as Studio (Studio) acted irresponsibly when they agreed to open a catalogue account. What happened In February 2019, Mx C successfully applied for a catalogue account with Studio and a £450 c... (4 pages)View decision -
Decision Reference DRN-3339971
28 Feb 2022 Close Brothers Limited UpheldConsumer CreditDRN-3339971 The complaint Mr S has complained about the support he received from Close Brothers Limited, trading as Close Brothers Motor Finance (Close Brothers). What happened In September 2018, Mr S entered into a Conditional Sale Agreement with Close Brothers to acquire a used car. The ... (3 pages)View decision -
Decision Reference DRN-4386395
2 May 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4386395 The complaint Mrs H is unhappy that Barclays Bank UK PLC sold her loan debt to a third party although it said it wouldn’t. What happened Mrs H fell into financial difficulty in early 2022 and couldn’t make her loan repayments. She phoned Barclays in March 2022 to explain her di... (3 pages)View decision -
Decision Reference DRN-2889415
23 Sep 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2889415 The complaint Mr A complains MBNA Limited reduced his credit card account limits unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-2835261
21 Sep 2021 National Westminster Bank Plc Not upheldMortgagesDRN-2835261 The complaint Mr F has complained about a mortgage he held with National Westminster Bank Plc. He’s said, in summary: NatWest didn’t check affordability in 2013 when he took out a new five-year fixed rate. It didn’t help him in 2016 when he was in financial difficulties and h... (3 pages)View decision -
Decision Reference DRN0984891
20 May 2014 Barclays Bank Plc Not upheldBanking and creditMs H complains about the assistance that Barclays Bank Plc (trading as Barclaycard) is providing her with her financial difficulties. She seeks a three month payment holiday, a lower interest rate, a signed copy of her credit agreement and removal of adverse information from her cre... (2 pages)View decision -
Decision Reference DRN1161818
17 Jun 2014 HSBC Bank plc UpheldBanking and creditMr and Mrs V complain that HSBC Bank Plc unfairly applied charges to their joint current account at a time when they were experiencing financial difficulties. They seek a refund of the charges. backgroundSome years ago, Mr V lost his job and he and Mrs V experienced financial difficul... (2 pages)View decision -
Decision Reference DRN4745671
14 Sep 2017 Blemain Finance Limited UpheldBanking and creditMr E complains about the way he was treated by Blemain Finance Limited when he fell into financial difficulties. backgroundMr E had two secured loans with Blemain. I’ll mostly focus on the larger loan he took out in 2013. It was for £30,000, repayable at about £500 a mon... (6 pages)View decision -
Decision Reference DRN8710148
19 Apr 2016 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr T says Nationwide Building Society (Nationwide) mis-sold him a payment protection insurance (PPI) policy. backgroundMr T bought the policy in 2002 when he applied for a credit card. Our adjudicator didn’t uphold the complaint. Mr T disagreed with the adjudicator’s opin... (2 pages)View decision