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-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 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 DRN2697830
21 Aug 2013 MBNA Limited Not upheldPayment protection insurance (PPI)summary of complaintThis complaint concerns a monthly premium payment protection insurance (PPI) policy, sold in 2000 in connection with a credit card. Mr C says that MBNA Limited (“MBNA”) mis-sold the policy.my findingsIn deciding what is fair and reasonable in the individual circumsta... (3 pages)View decision -
Decision Reference DRN-2641178
24 Jun 2021 Bank of Scotland Plc Not upheldMortgagesDRN-2641178 The complaint Mr and Mrs M complain that Bank of Scotland plc trading as Halifax won’t provide a further extension of their interest only mortgage after the term had been extended already for three years What happened Mr and Mrs M have an interest only mortgage with an outstand... (3 pages)View decision -
Decision Reference DRN-5713460
20 Nov 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5713460 The complaint Miss H complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) failed to agree a repayment plan for her loan after she’d been made redundant. Miss H says this resulted in them incorrectly applying a missed payment marker on her ... (3 pages)View decision -
Decision Reference DRN-3286794
24 Feb 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3286794 The complaint Miss S complains that Barclays Bank UK PLC closed her loan account despite applying for a payment holiday. What happened Miss S had a loan with Barclays with a monthly payment of £371. In February 2020 the direct debit payment was returned unpaid and Miss S made a... (3 pages)View decision -
Decision Reference DRN-5844785
15 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5844785 The complaint Mr S complains about how Moneybarn No.1 Limited (“Moneybarn”) treated him during his conditional sale agreement with them. What happened Both parties are familiar with the background of this complaint so I will only summarise what happened briefly here. In Oc... (3 pages)View decision -
Decision Reference DRN-1716534
22 Sep 2020 Barclays Bank UK PLC Not upheldMortgagesDRN-1716534The complaintMrs F complains that Barclays Bank UK PLC treated her unfairly when she asked to extend the term of her interest only mortgage. Barclays has accepted that it made mistakes and has offered Mrs F compensation. However, Mrs F doesn’t think its offer is enough. What hap... (3 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