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-4500669
19 Dec 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4500669 Complaint Mr S has complained about a credit card Tesco Personal Finance PLC (trading as “Tesco Bank”) provided to him. He says the credit card was irresponsibly provided as it should have been clear from his credit file that he was not in a healthy position to be accepted for ... (4 pages)View decision -
Decision Reference DRN-5446514
21 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5446514 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to provide him with assistance whilst he was in financial difficulties and trying to sell his house and won’t move his account on to an interest-only mortgage. What happened Mr M took o... (3 pages)View decision -
Decision Reference DRN-4492983
7 Mar 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4492983 The complaint Miss H complains that MBNA Limited has failed to offer her support or agree a payment plan when she experienced financial difficulties and was struggling to clear a credit card balance. What happened Miss H opened a credit card account with MBNA in 2018. Miss H sa... (4 pages)View decision -
Decision Reference DRN-4779498
3 May 2024 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-4779498 The complaint Mr G is unhappy that Bank of Ireland (UK) Plc, trading as Bank of Ireland (UK), (“BOI”) defaulted his account. What happened To briefly summarise, Mr G held a loan with BOI which fell into arrears. On 20 September 2022, BOI sent a default notice to Mr G. This defa... (5 pages)View decision -
Decision Reference DRN1836565
23 Mar 2018 TSB Bank plc UpheldBanking and creditMr B complains that TSB Bank plc did not write off his overdraft debt when his account was defaulted and passed to their debt recovery department in the way they had promised.He is also unhappy that TSB later told him that he had six to twelve months to update ... (6 pages)View decision -
Decision Reference DRN-4615657
12 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4615657 The complaint Mr H complains that NewDay Ltd didn’t provide the service it should have and didn’t treat him fairly when he was experiencing financial difficulties. What happened Mr H contacted NewDay to ask for some breathing space on his account explaining that he wasn’t recei... (3 pages)View decision -
Decision Reference DRN-5904188
21 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5904188 The complaint Miss M complains that Barclays Bank UK PLC trading as Tesco Bank lent irresponsibly when it approved her credit card application. What happened Miss M applied for a Tesco Bank credit card in November 2022. In her application, Miss M said she was living with he... (3 pages)View decision -
Decision Reference DRN3122298
3 Apr 2017 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs M complain that Legal & General Partnership Services Limited mis-sold them a mortgage. In particular, they complain that the advice to re-mortgage when they would incur an early repayment charge (ERC) on their existing mortgage and to consolidate their uns... (2 pages)View decision -
Decision Reference DRN-5442466
11 Aug 2025 First Rate Credit Union Limited Not upheldConsumer CreditDRN-5442466 The complaint Miss M is complaining that First Rate Credit Union Limited (FRCUL) lent to her irresponsibly by providing her with a personal loan. What happened In December 2023, Miss M applied for a loan with FRCUL. They lent her £9,000 over a five- year term. The loan requi... (4 pages)View decision -
Decision Reference DRN-5353444
19 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5353444 The complaint Miss T is unhappy with how Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) treated her when she got into financial difficulty in relation to a car financed under a hire purchase agreement. What happened In July 2021 Miss T w... (4 pages)View decision