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 DRN-5988959
17 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5988959 The complaint Mr C complains that Zopa unfairly declined his request to write off his credit card’s outstanding balance. What happened Mr C opened a credit card with a £500 limit with Zopa in August 2024. In the first month, Mr C used the credit card and built up an outstan... (3 pages)View decision -
Decision Reference DRN-3385885
24 Mar 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3385885 The complaint Miss M is unhappy that Bank of Scotland plc (“BOS”) removed the overdraft attached to her account after a repayment plan ended. What happened In January 2020, Miss M contacted BOS to let it know she was struggling to pay the arranged overdraft charges being applie... (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 DRN8797653
9 Dec 2019 Santander UK Plc Not upheldBanking and creditMr and Mrs E are unhappy with how Santander UK Plc has treated them whilst they’ve been struggling to pay their mortgage.backgroundMr and Mrs E have a mortgage with Santander. From 2015 Mr E was unable to work (I won’t go into any detail about that to protect his privacy). They managed to ... (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 -
Decision Reference DRN-4801146
6 Jun 2024 Savvy Loan Products Limited Not upheldConsumer CreditDRN-4801146 The complaint Miss M complains Savvy Loan Products Limited trading as Tick Tock Loans (“Tick Tock”) gave her a loan she couldn’t afford to repay which has led her into a spiral of debt. What happened Miss M was granted one loan of £300 on 11 May 2023. Miss M was due to make si... (3 pages)View decision -
Decision Reference DRN-5994551
23 Jan 2026 MBNA Limited UpheldBanking and PaymentsDRN-5994551 The complaint Mr J, through his representative, complains that MBNA Limited has not treated him fairly after he approached it for help in December 2023. What happened Mr J had a credit card with MBNA and by December 2023 he was not able to make the repayments. He contacted ... (3 pages)View decision -
Decision Reference DRN8094436
11 Apr 2018 Zurich Assurance Ltd UpheldInvestment and pensionsMr S withdrew money from a pension in his name with Zurich Assurance Ltd (“Zurich”). After this Zurich realised it had previously merged Mr S’ details with another one of its customers. This made it look like this other customer’s pension belonged to Mr S. So Zurich ... (3 pages)View decision -
Decision Reference DRN-3228706
20 Jan 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3228706 The complaint Mr H complains that Madison CF UK Limited trading as 118118 Money (“MCF”) failed to provide him with a settlement figure on his loan following his request in September 2017. What happened Mr H was given a loan by MCF in June 2017. He borrowed £3,500 and agreed to ... (3 pages)View decision