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-2326994
7 Dec 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2326994 The complaint Mr S complains that Barclays Bank UK PLC failed to support him when he wasn’t able to pay his credit card, during a particularly difficult time. What happened Mr S told us that he experienced very distressing bereavements. He told us that he took some unpaid time ... (3 pages)View decision -
Decision Reference DRN2985864
3 Sep 2019 The Co-operative Bank Plc Not upheldBanking and creditMrs C complains she has been treated unfairly by The Co-operative Bank Plc (“The Co-op”) when she attempted to set up a standing order over the phone.backgroundMrs C holds a bank account with The Co-op and called them on 20 May 2019 to set up a payment instruction for her rent. But The Co-... (3 pages)View decision -
Decision Reference DRN-5660126
26 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5660126 The complaint Mr W complains that Monzo Bank Ltd irresponsibly provided him with an overdraft facility that was unaffordable for him. What happened Mr W applied for an overdraft facility in May 2023 and Monzo provided him with a limit of £2,000. Mr W says he shouldn’t have ... (3 pages)View decision -
Decision Reference DRN-3451034
16 Jun 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3451034 The complaint Mrs H feels that TSB Bank Plc didn’t treat her fairly when she told it of her financial difficulties, she would like TSB to remove the default it has registered regarding her account. What happened Mrs H says she has been asking TSB for help with reducing her over... (3 pages)View decision -
Decision Reference DRN5106351
14 Jun 2013 Aviva Insurance Limited Not upheldPayment protection insurance (PPI)summary of complaintThis complaint concerns a monthly premium payment protection insurance (“PPI”) policy, taken out in connection with a mortgage during a meeting at a building society branch in March 1999. The policy protected Miss C’s mortgage repayments against accident, sickness ... (3 pages)View decision -
Decision Reference DRN-3116515
21 Dec 2021 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-3116515 The complaint Miss L is unhappy that Sainsbury’s Bank Plc wouldn’t accept a payment plan that she offered to set up to help clear the arrears on her credit account or that Sainsbury’s later defaulted her account and reported it as such on her credit file. What happened Miss L f... (3 pages)View decision -
Decision Reference DRN4221207
16 Aug 2013 Barclays Bank Plc Not upheldPayment protection insurance (PPI)Mrs A, through her representative, complains that a payment protection insurance (“PPI”) policy was mis-sold to her by Barclays Bank Plc when she took out a Barclaycard credit card in 2001.backgroundMrs A complained to Barclays that it had mis-sold her PPI. It did not uphold her comp... (3 pages)View decision -
Decision Reference DRN9764460
6 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs E complain that Bank of Scotland plc trading as Halifax told them they weren’t eligible for a new mortgage product when that wasn’t the case. Mr and Mrs E would like to be put back in the situation they were in when they applied for the new product. ba... (3 pages)View decision -
Decision Reference DRN-2457529
4 Feb 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2457529 The complaint Mr F has complained that Santander UK Plc transferred his credit card debt to a debt collection company without telling him. He’s also unhappy that a default has been recorded with credit reference agencies. What happened Mr F held a credit card account with Santa... (3 pages)View decision -
Decision Reference DRN-4743525
16 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4743525 The complaint Mrs H complains that Santander UK Plc sold her an interest only mortgage when she did not have the means to repay it at the end of the term. She also complains that it has treated her unfairly by refusing to extend the term of the mortgage by five years. What happ... (3 pages)View decision