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 DRN3622187
11 Feb 2020 Lloyds Bank PLC Not upheldBanking and creditMr S complains that Lloyds Bank PLC would not extend his business overdraft further even though he had a source of repayment and faced difficult personal circumstances.backgroundMr S had an overdraft for his business of £50,000 secured on his home. Lloyds told him it was concerned that the... (3 pages)View decision -
Decision Reference DRN-6016320
4 Feb 2026 Rethink Mental Illness UpheldConsumer CreditDRN-6016320 The complaint Ms N complains Rethink Mental Illness: • Have lacked clarity and consistency of advice given and information asked for, regarding the Mental Health Breathing Space (MHBS) applications she’s made – along with not taking ownership of her case. • A doctor was perm... (9 pages)View decision -
Decision Reference DRN-4024222
15 Mar 2023 Close Brothers Limited UpheldConsumer CreditDRN-4024222 The complaint Mr S complains about a quality of a car supplied to him by Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) and he’s unhappy with the information it reported about his conditional sale agreement to credit reference agencies. What h... (7 pages)View decision -
Decision Reference DRN-3263950
19 Jan 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3263950 The complaint Ms D has complained that Lloyds Bank Plc acted unfairly when it applied overdraft charges and interest to her current account. She says the charges and interest were too high and that Lloyds did not help her when she asked for assistance with her financial difficu... (3 pages)View decision -
Decision Reference DRN-3521366
8 Jun 2022 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-3521366 The complaint Mr P has complained about Lantern Debt Recovery Services Ltd pursuing him for a debt which he says is fraudulent. What happened This complaint is about a short-term loan which was taken out in November 2019. The last repayment was made in March 2020. It was sold t... (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 DRN-3549289
27 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3549289 The complaint Mrs K complains about how NewDay Ltd trading as Marbles dealt with her request for a payment plan and the service it provided around this. What happened In August 2020, Mrs K sent NewDay a letter explaining that she was experiencing financial difficulties and want... (2 pages)View decision -
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-2836048
28 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2836048 The complaint Mr D complains that NewDay Ltd trading as Marbles (Marbles) registered a default against him in July 2020 – when it should’ve been registered in 2018. What happened Mr D had a Marbles credit card with a limit of £2,200. In 2017, he was struggling to pay his debts.... (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