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 DRN4622529
24 Jul 2019 Nationwide Building Society Not upheldBanking and creditMr E complains that Nationwide Building Society (“Nationwide”) sold him an unaffordable loan and that it’s treated him unfairly while he’s experienced financial difficulties. Mr E has been represented when bringing this complaint. To keep things simple I’ve referred to him and his represen... (6 pages)View decision -
Decision Reference DRN0432068
28 May 2019 Barclays Bank UK PLC Not upheldBanking and creditMr D is unhappy about information Barclays Bank Plc reported on his credit file in 2017 in relation to a loan plan.backgroundMr D’s given us a lot of information about his personal circumstances. I’d like to reassure him that I’ve read everything he’s told us, but ... (3 pages)View decision -
Decision Reference DRN-4881783
21 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-4881783 Complaint Mr K says that Zopa Bank Limited unfairly refused to reinstate his hire-purchase agreement after it terminated it because of the arrears that had accrued. Background In May 2021, Zopa provided Mr K with finance for a used car. The cash price of the vehicle was £10... (3 pages)View decision -
Decision Reference DRN-4692443
7 Jan 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-4692443 Complaint Mr P is unhappy that Hyundai Capital UK Limited (“Hyundai”) only offered him short-term help for his conditional sale agreement once he fell ill. He says that he needed a more long- term plan. Background In September 2022, Hyundai provided Mr P with finance for a ... (3 pages)View decision -
Decision Reference DRN-1613719
1 May 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1613719 The complaintMr H complains about the service he received from Nationwide Building Society (Nationwide) following his request that they write off his credit card balance. What happenedThe investigator’s background summary covered all the relevant facts and is known to both Mr H... (3 pages)View decision -
Decision Reference DRN-1825434
3 Sep 2020 Barclays Bank UK PLC Not upheldMortgagesDRN-1825434The complaintMs A and Mr N complain that Barclays Bank UK PLC didn’t extend their interest only mortgage, as it had agreed to do. They ask that it extends the term and pays compensation for the upset caused. What happenedMs A and Mr N took out a repayment mortgage with Barclays ... (3 pages)View decision -
Decision Reference DRN-4231631
22 Nov 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4231631 The complaint Miss D complains that National Westminster Bank Plc didn’t take her financial situation into account when imposing interest and charges onto her account and some incorrect charges. What happened Miss D said she made NatWest aware of the financial difficulties she... (3 pages)View decision -
Decision Reference DRN-5895163
22 Oct 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5895163 The complaint Mr R is complaining about how North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) reported his loan to credit reference agencies (CRAs). What happened In September 2022, CCB granted Mr R a £3,000 loan. The term was two years, ... (3 pages)View decision -
Decision Reference DRN-3639225
30 Nov 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3639225 The complaint Mrs H complains that Clydesdale Bank Plc trading as Virgin Money didn’t treat her fairly when she experienced financial difficulties. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focu... (3 pages)View decision -
Decision Reference DRN4788845
5 Aug 2020 Barclays Bank UK PLC Not upheldBanking and creditMr and Mrs B complain that Barclays Bank UK PLC hasn’t agreed to extend the term of their interest only mortgage.backgroundMr and Mrs B took out a repayment mortgage in 2003. They switched to interest only payments in 2008. They say they were told by Barclays they’d be able to extend the t... (3 pages)View decision