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
-
Decision Reference DRN-2932604
28 Sep 2021 Bank of Scotland Plc Not upheldMortgagesDRN-2932604 The complaint Mr and Mrs N complain that Bank of Scotland plc trading as Halifax threatened them with legal action over arrears on their mortgage, even though they were making their payments in full. And they say it wouldn’t let them take a new interest rate until the arrears a... (3 pages)View decision -
Decision Reference DRN-5980874
27 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5980874 The complaint Mr N complains about the information Barclays Bank UK PLC trading as Barclaycard has recorded on his credit file. What happened Mr N held a Barclaycard credit card account for a number of years. It issued a default notice on 19 February 2018 after his account f... (3 pages)View decision -
Decision Reference DRN1754438
4 Jul 2019 PDL Finance Limited UpheldBanking and creditMr E says PDL Finance Limited (trading as Mr Lender) lent to him irresponsibly. He says the loans trapped him in a debt spiral and the repayments took up most of his income and so he had to borrow again.backgroundThis complaint is about ten short term loans Mr Lend... (4 pages)View decision -
Decision Reference DRN-6016366
16 Feb 2026 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-6016366 The complaint Mr K complains that The Royal Bank of Scotland Plc (“RBS”) did not respond fairly after his loan account fell into arrears. What happened Mr K says he took out a loan on 25 March 2024 and had only missed two payments, in March 2025 and May 2025, due to short-t... (4 pages)View decision -
Decision Reference DRN-4600699
15 Mar 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4600699 The complaint Miss N complains Zopa Bank Limited didn’t help her when she told them she was in financial difficulties on her credit card. What happened On 22 and again on 29 March 2023, Miss N contacted Zopa and asked them for a three- month payment break. Zopa replied, said th... (3 pages)View decision -
Decision Reference DRN-3407229
1 Apr 2022 Retail Money Market Ltd UpheldConsumer CreditDRN-3407229 The complaint Mr P complains that Retail Money Market Ltd trading as Rate Setter unfairly terminated his loan account and reported a default on his credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I ... (3 pages)View decision -
Decision Reference DRN-3805241
19 Jan 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3805241 The complaint A partnership, which I’ll refer to as “T”, complains about the way National Westminster Bank Plc (“NatWest”) administered its business loan after it fell into arrears. The complaint is brought by T’s partners, Mr and Mrs K. What happened T held a business loan wit... (3 pages)View decision -
Decision Reference DRN-5139278
12 Nov 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5139278 The complaint Mr I complains that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) did not respond to his emails appropriately when he was struggling financially. What happened Mr I says that he sent an email to CCB on 5 June 2024 settin... (3 pages)View decision -
Decision Reference DRN-3225873
7 Jan 2022 Nationwide Building Society Not upheldMortgagesDRN-3225873 The complaint Mr W and Mrs B complained because Nationwide Building Society refused to extend the term of their interest-only buy to let mortgage. What happened Mr W and Mrs B had an interest-only buy to let mortgage with Cheshire Building Society. Cheshire merged with Nationwi... (3 pages)View decision -
Decision Reference DRN-3485307
28 Oct 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3485307 The complaint Mr D complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (Clydesdale) didn’t assist him with his monthly payments when he was impacted by the coronavirus pandemic (Covid-19) and that they gave him incorrect information about hi... (3 pages)View decision