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-2805493
1 Sep 2021 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-2805493 The complaint Mr F is unhappy Creation Consumer Finance Ltd (Creation) didn’t default his account when he experienced financial difficulties in 2018. What happened In 2016, Mr F entered into an interest free loan with Creation. In early 2018 Mr F’s health unfortunately deterior... (3 pages)View decision -
Decision Reference DRN-5513455
16 Jul 2025 Metro Bank PLC UpheldConsumer CreditDRN-5513455 The complaint Mr K complains Metro Bank PLC trading as RateSetter registered a CIFAS marker against him in relation to a loan he’d taken out in 2021. What happened Mr K took out a personal loan for £2,500 loan with Ratesetter in October 2021. Ratesetter were contacted just o... (3 pages)View decision -
Decision Reference DRN-3646484
4 Dec 2022 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-3646484 The complaint Mr D complains that Sainsbury's Bank Plc unfairly terminated his loan account. What happened In May 2018, Mr D took out a 5-year fixed sum loan agreement. In 2019, Mr D found the loan repayments challenging. This is because he worked shifts and faced a number... (3 pages)View decision -
Decision Reference DRN8246885
8 Jan 2014 Santander UK Plc Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a regular premium mortgage payment protection insurance (MPPI) policy. Mrs B complains that she was mis-sold the insurance by Santander UK Plc (Santander).backgroundMrs B purchased the insurance in 1994.The adjudicator did not conclude that Santander h... (3 pages)View decision -
Decision Reference DRN8328121
25 Sep 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs Y complain about the sale to them on the telephone in 2007 by Nationwide Building Society of a payment protection insurance (PPI) policy in connection with their mortgage. They believe Nationwide mis-sold the policy. backgroundOur adjudicator did not think the complaint sho... (3 pages)View decision -
Decision Reference DRN-3601969
19 Jul 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3601969 The complaint Mr G complains that Nationwide Building Society restricted new spending on his credit card. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr G has a credit card with Nationwide. In March ... (3 pages)View decision -
Decision Reference DRN-3569333
29 Jun 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3569333 The complaint Miss A complains that Volkswagen Financial Services (UK) Limited, trading as Audi Finance (“VWFS”), didn’t do enough to help her when she was experiencing financial difficulties. She says she offered to try to clear the arrears, but that VWFS placed the account in... (3 pages)View decision -
Decision Reference DRN-3430710
28 Apr 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3430710 The complaint Mr K feels that Bank of Scotland Plc (trading as Halifax) didn’t treat him fairly when defaulting his account. He thinks the default should be removed from his credit file. What happened Mr K held a current account with Halifax that was overdrawn. In September 201... (3 pages)View decision -
Decision Reference DRN-2977167
25 Oct 2021 PRA Group (UK) Limited Not upheldConsumer CreditDRN-2977167 The complaint Mr S has complained about the way in which PRA Group (UK) Limited have contacted him to collect a debt. What happened This complaint is about a consumer credit debt that was sold to PRA Group. In September 2020, PRA Group spoke with Mr S. He explained he was in di... (3 pages)View decision -
Decision Reference DRN-2486099
16 Mar 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2486099 The complaint Mr E is unhappy that MBNA Limited didn’t set up a payment holiday on his account as he requested. What happened Mr E spoke with MBNA on 27 March 2020 and advised them that he was struggling financially and that he was unable to work because of the Covid-19 pandemi... (3 pages)View decision