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-5298293
6 Mar 2025 Plend Limited Not upheldConsumer CreditDRN-5298293 The complaint Mr S complains that Plend Limited (Plend) acted irresponsibly in agreeing to a loan he said he couldn’t afford. What happened In August 2022 Mr S entered into a Fixed Sum Loan agreement with Plend for £10,000. He said the loan was for debt consolidation to clea... (3 pages)View decision -
Decision Reference DRN9034148
27 Sep 2018 Barclays Bank Plc Not upheldBanking and creditMr P says it was irresponsible of Barclays Bank Plc (trading as Barclaycard) to increase his credit limit.backgroundMr P took out a Barclaycard in 2011. Barclays decreased the credit limit in 2012 after Mr P had difficulty staying within it and making the necessar... (3 pages)View decision -
Decision Reference DRN-3339276
1 Mar 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3339276 The complaint Mr L complains that Vanquis Bank Limited declined his payment deferral request. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr L had a credit card with Vanquis. At the start of 2020, th... (4 pages)View decision -
Decision Reference DRN-4839993
24 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4839993 The complaint Mr J’s complaint arises from what happened when Nationwide Building Society closed his credit card account in error instead of cancelling the balance transfer he’d requested. What happened Mr J applied for and was granted a credit card with Nationwide in February ... (3 pages)View decision -
Decision Reference DRN-4977928
7 Nov 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4977928 The complaint Mr S complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) acted unfairly when it terminated a hire purchase agreement in February 2024. What happened Mr S entered into a hire purchase agreement with Oodle in December 2019. Unde... (3 pages)View decision -
Decision Reference DRN-2360931
2 Mar 2021 TM Advances Limited UpheldConsumer CreditDRN-2360931 The complaint Mr M complains that TM Advances Limited (“TMA”) lent to him in an irresponsible manner. He also complains that the lender failed to treat him fairly when he faced difficulties repaying his borrowing. What happened Mr M was given a single loan by TMA. He borrowed £... (3 pages)View decision -
Decision Reference DRN-3091122
23 Nov 2021 Oakbrook Finance Limited Not upheldConsumer CreditDRN-3091122 The complaint Miss R says Oakbrook Finance Limited (trading as Likely Loans) lent to her irresponsible. What happened Miss R took out a 12-month instalment loan for £2,500 on 24 March 2021 from Likely Loans. The monthly repayment was £266.06 and the total repayable was £3192.3... (3 pages)View decision -
Decision Reference DRN9890261
7 Feb 2019 Santander UK Plc Not upheldBanking and creditMr and Mrs M complain about the lack of options Santander UK Plc gave them when Mr M took ill and they had financial difficulties. Mr and Mrs M were looking a fair mortgage deal with Santander,backgroundMr and Mrs M had a mortgage with Santander. They made thei... (3 pages)View decision -
Decision Reference DRN1099396
11 Nov 2020 Barclays Bank UK PLC Not upheldBanking and creditMrs J and Mr J complain that Barclays Bank UK PLC hasn’t treated them fairly when they experienced financial difficulty with their mortgage. Although Mr J has joined the complaint, it has been conducted by Mrs J. She says Barclays hasn’t been sympathetic. It hasn’t agreed concessions to he... (3 pages)View decision -
Decision Reference DRN-3780081
13 Jan 2023 Startline Motor Finance Limited Not upheldConsumer CreditDRN-3780081 The complaint Mr R complains about a default notice that was issued to him, in relation to a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened In February 2022, Mr R acquired a used car through a hire purchase agreement from SMF. The car was arou... (3 pages)View decision