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-5515380
10 Jul 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5515380 The complaint Mr S complains ACI-UK Limited won’t provide him with information to prove they’re entitled to collect on his debt. What happened As I understand it, Mr S took out a loan with a company I’ll refer to as T for £10,000. Unfortunately, it seems Mr S wasn’t able to ... (3 pages)View decision -
Decision Reference DRN4206678
12 Sep 2016 Provident Personal Credit Limited UpheldBanking and creditMr M complains that Provident Personal Credit Limited (trading as Satsuma) wrongly lent him money he couldn’t afford to repay.backgroundMr M took four instalment loans with Satsuma between December 2014 and December 2015, the last one remains outstanding. He complaine... (3 pages)View decision -
Decision Reference DRN7481007
10 May 2018 Bamboo Limited UpheldBanking and creditMr F has complained about how Bamboo Limited treated him after he missed a payment towards his loan account. background In December 2017, Mr F called Bamboo to make a payment towards his loan. But the person Mr F spoke to told him – incorrectly – that his account w... (2 pages)View decision -
Decision Reference DRN-5737728
4 Sep 2025 Pentecostal Credit Union Limited Not upheldConsumer CreditDRN-5737728 The complaint Mr J is complaining about the way Pentecostal Credit Union Limited trading as The Pentecostal Community Bank (PCB) treated him when he struggled to make repayments on his loan. What happened PCB approved a loan to Mr J in December 2021. He wasn’t able to keep u... (5 pages)View decision -
Decision Reference DRN-3557504
29 Aug 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3557504 The complaint Mr R complains about Tesco personal Finance Plc reporting a default on his credit card account. What happened The background to this complaint is well known to both Mr R and Tesco. I won’t repeat in detail what is already known to both parties. In my decision, I’l... (3 pages)View decision -
Decision Reference DRN0898467
28 Aug 2019 Nationwide Building Society Not upheldBanking and creditMr B complains that Nationwide Building Society used funds from his savings account to reduce the outstanding balance on his credit card. backgroundMr B has a credit card, savings account and current account with Nationwide. In 2018 he told Nationwide he’d been made redundant and it agreed... (3 pages)View decision -
Decision Reference DRN4438674
16 Nov 2016 WDFC UK Limited UpheldBanking and creditMiss K complains that WDFC UK Limited (trading as Wonga.com) lent to her irresponsiblybackground I issued a provisional decision on 7 November 2016, which is below and forms part of this final decision. In summary I said that Wonga should’ve realised that the loans g... (3 pages)View decision -
Decision Reference DRN-2216322
2 Oct 2020 Barclays Bank UK PLC Not upheldMortgagesDRN-2216322 The complaint Mr and Mrs T complain that Barclays Bank UK PLC started action for possession instead of agreeing a repayment plan for their mortgage arrears. What happened Mr and Mrs T’s mortgage has been in arrears for some time. Mr T contacted Barclays in June 2019 to agree a ... (2 pages)View decision -
Decision Reference DRN-3970386
3 Mar 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3970386 The complaint Mr S complains that HSBC UK Bank Plc approved card payments that put his basic bank account into an unarranged overdraft. Mr S also complains that HSBC unfairly closed his account and recorded a default on his credit file. What happened Mr S had a bank account wit... (2 pages)View decision -
Decision Reference DRN-4819225
3 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4819225 The complaint Mr C complains National Westminster Bank Plc (NatWest) refused to accept an affordable payment plan for his outstanding debt that wouldn’t involve a default on his credit file. What happened Mr C says he has a debt owing to NatWest in excess of £2,000 but it has r... (3 pages)View decision