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 DRN2103643
15 Aug 2018 Barclays Bank Plc Not upheldBanking and creditMiss H is unhappy that Barclays Bank Plc (trading as Barclaycard) recorded a default on her credit file.backgroundMiss H contacted Barclaycard in September 2017. She explained she was in financial difficulties and couldn’t make her monthly repayments. After talking throug... (3 pages)View decision -
Decision Reference DRN-6138934
17 Feb 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-6138934 The complaint Mr T complains that Madison CF UK Limited trading as 118 118 Money irresponsibly gave him a fixed sum loan agreement he couldn’t afford to repay. What happened In July 2025, Mr T applied for a £2,000 loan with 118 118 Money which was approved. He was required t... (3 pages)View decision -
Decision Reference DRN6843246
23 Apr 2018 Nationwide Building Society UpheldBanking and creditMr M doesn’t think Nationwide Building Society has given him enough time to repay his overdrafts. And he wants to make a repayment arrangement with Nationwide that won’t be recorded on his credit file.backgroundIn late 2016 and early 2017 Nationwide told Mr M it was ... (3 pages)View decision -
Decision Reference DRN-6004016
8 Dec 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-6004016 The complaint Mr S is unhappy Loans 2 Go Limited trading as Loans 2 Go provided him with three loans that were unaffordable. He was represented in his complaint until July 2025. For ease, I’ve written as if we’ve dealt with him directly throughout. What happened Loans 2 Go... (5 pages)View decision -
Decision Reference DRN2303505
21 Jun 2017 Positive Solutions (Financial Services) Limited Not upheldBanking and creditMs L and Mr P complain that they were given unsuitable mortgage advice by Positive Solutions (Financial Services) Limited (Positive). The complaint has been brought on their behalf by a claims management company (CMC).backgroundMs L and Mr P bought their property in Fe... (3 pages)View decision -
Decision Reference DRN-4942979
20 Aug 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4942979 The complaint Mr M complains that Loans 2 Go Limited (L2G) irresponsibly lent to him. What happened Mr M was approved for a loan with L2G for £500, payable over 18 months. Mr M says that L2G irresponsibly lent to him, and he made a complaint to them. L2G did not uphold Mr M’... (3 pages)View decision -
Decision Reference DRN-3539043
15 Aug 2022 Nationwide Building Society Not upheldConsumer CreditDRN-3539043 The complaint Mr K complains about the support he received from Nationwide Building Society at the end of a COVID-19 payment deferral on a personal loan. What happened The background to this complaint is known to both Mr K and Nationwide. I won’t repeat in detail what is alread... (3 pages)View decision -
Decision Reference DRN-1605840
21 Oct 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1605840 The complaint Mr M has complained about the changes that Bank of Scotland Plc (BOS) made to its overdraft pricing structure. He says the charges applied to his account as a result of this change have caused him financial difficulty. What happened In 2017 BOS contacted Mr M to s... (3 pages)View decision -
Decision Reference DRN-4520028
19 Feb 2024 Moorcroft Debt Recovery Limited UpheldConsumer CreditDRN-4520028 The complaint Mr K complains Moorcroft Debt Recovery Limited wrote to him at his home address about an outstanding debt when they shouldn’t have. What happened Mr K opened two loan accounts with a business I’ll refer to as A. Unfortunately, unable to make repayments, the accoun... (3 pages)View decision -
Decision Reference DRN1230085
7 Feb 2019 Uncle Buck Finance LLP UpheldBanking and creditMrs H has complained about an instalment loan approved by Uncle Buck Finance LLP (“Uncle Buck”). Mrs H says Uncle Buck lent her the loan when she couldn’t afford to repay it. Mrs H also says she found Uncle Buck’s final response letter threatening.backgroundMrs H wa... (3 pages)View decision