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-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 -
Decision Reference DRN-4898633
1 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4898633 The complaint Miss S complains that Monzo Bank Ltd unfairly recorded a default on her credit file. What happened Miss S had a bank account and £2,000 overdraft with Monzo. In July 2023 Miss S completed an account switch via CASS which completed around 2 August 2023. Around t... (4 pages)View decision -
Decision Reference DRN8634926
6 Mar 2018 N.I.I.B. Group Limited Not upheldBanking and creditMr M complains about the amount he has to pay under his finance agreement with N.I.I.B Group Limited (trading as Northbridge Finance). He also questioned whether N.I.I.B Group Limited (trading as Northbridge Finance) could repossess his car without a court order.backgrou... (2 pages)View decision -
Decision Reference DRN8110162
17 Aug 2015 Idem Capital Securities Limited Not upheldBanking and creditMr R complains that Idem Capital Securities Limited has placed incorrect markers on his credit file and should have defaulted the account. backgroundMr R explains that he fell into financial difficulties in 2010 and made a payment arrangement through a debt manageme... (2 pages)View decision -
Decision Reference DRN5887434
12 May 2020 Gem Mortgages Not upheldBanking and creditMr S says that in 2007 he was mis-sold a self-certified mortgage by Gem Mortgages and says he has an interest-only mortgage with no repayment vehicle. Mr S wants this service to assist him to rectify the situation.backgroundMr S says Gem Mortgages advised him that he should get on the hous... (2 pages)View decision -
Decision Reference DRN1881129
2 Mar 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B complain they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited.backgroundMr and Mrs B already had a mortgage when, acting on L&G’s advice, they re-mortgaged to another lender. In doing so they consolidated their un... (2 pages)View decision -
Decision Reference DRN-6122391
16 Feb 2026 Toynbee Hall Not upheldConsumer CreditDRN-6122391 The complaint Mr J complains Toynbee Hall (TH) didn’t support him when providing debt counselling. What happened Mr J was in mental health crisis breathing space (MHCBS). He’s explained he couldn’t get hold of TH for weeks on end which caused him significant stress and anxie... (2 pages)View decision -
Decision Reference DRN-3386781
7 Apr 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3386781 The complaint and background Miss P complains that Lloyds Bank PLC didn’t treat her fairly when defaulting her account. Miss P first contacted Lloyds to say she was struggling with her account in early 2018, and her account was ultimately defaulted in May 2019. Around a month l... (2 pages)View decision -
Decision Reference DRN9414285
19 Dec 2017 Barclays Bank Plc Not upheldBanking and creditMr A complains Barclays Bank Plc (trading as Barclaycard) defaulted him when it shouldn’t have. backgroundMr A had been on a repayment plan of £30 a month with Barclaycard since 2013. He says he contacted Barclaycard in late 2016 to ask if he could pay £25 that mon... (2 pages)View decision -
Decision Reference DRN0475240
6 Oct 2016 Instant Cash Loans Limited Not upheldBanking and creditMiss G’s complaint is that Instant Cash Loans Limited (“Instant Cash”) loaned to her when it should have known the borrowing was unaffordable. backgroundBetween May 2011 and November 2015 Miss G took a total of 29 loans from Instant Cash. In February this year she con... (2 pages)View decision