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-2743680
21 Dec 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2743680 The complaint Mrs M complains that Barclays Bank UK PLC (trading as Barclaycard) had set too high a limit for her credit card and this had put her into financial difficulty. What happened Mrs M opened a credit card account in 2004. Mrs M’s credit card limit was increased severa... (4 pages)View decision -
Decision Reference DRN-3087319
8 Oct 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3087319 The complaint Miss R complains Bank of Scotland plc trading as Halifax continued charging her excessive amounts for her overdraft when she was in financial difficulty. What happened Miss R complained to Halifax and said the overdraft charges were contributing to her financial h... (3 pages)View decision -
Decision Reference DRN-4131848
21 Aug 2023 Bank of Scotland Plc Not upheldConsumer CreditDRN-4131848 The complaint Mr D complains Bank of Scotland plc trading as Halifax (Halifax) unfairly defaulted his two loan accounts. What happened Mr D says he applied for a payment holiday online and telephoned Halifax a few days later on 10 August 2022, as he hadn’t the funds to make his... (3 pages)View decision -
Decision Reference DRN-1951337
7 Nov 2020 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-1951337 The complaint Mr G complains that a default was applied to his credit card account after he had been told this wouldn’t happen when he set up a payment plan. Mr G has a Virgin Money credit card which is now part of Clydesdale Bank Plc and so the business in this complaint is re... (3 pages)View decision -
Decision Reference DRN-4825022
5 Sep 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4825022 The complaint Mr R complains that Zopa Bank Limited (Zopa) defaulted his loan. What happened Mr R took a personal loan for £6,000 from Zopa. It was drawn down in June 2023 and repayments were £317 per month – 24 payments were due to be made. The first three payments were mad... (4 pages)View decision -
Decision Reference DRN-3089282
18 Oct 2021 Everyday Lending Limited Not upheldConsumer CreditDRN-3089282 The complaint Mr K complains that Everyday Lending Limited (“ELL”) lent to him in an irresponsible manner. He also complains that the lender failed to provide him with information about the terms of the loan and that it failed to treat him fairly when he faced problems repaying... (4 pages)View decision -
Decision Reference DRN-5363096
28 Feb 2025 Metro Bank PLC UpheldConsumer CreditDRN-5363096 The complaint Mrs B is unhappy with Metro Bank Plc trading as RateSetter’s handling of a loan in her name that she says was taken out as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an ove... (3 pages)View decision -
Decision Reference DRN-5887855
20 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5887855 The complaint Mr B complains that BMW Financial Services (GB) Limited, trading as ALPHERHA Financial Services (AFS), failed to handle his complaint appropriately, and failed to consider all reasonable alternatives prior to commencing legal action to repossess his car. What ... (4 pages)View decision -
Decision Reference DRN-3429075
12 May 2022 Lloyds Bank PLC Not upheldConsumer CreditDRN-3429075 The complaint Mr M complains that Lloyds Bank PLC agreed a payment plan for the arrears on his loan but then closed his account and recorded a default on his credit file. What happened Mr M had a loan with Lloyds. In early 2020, he contacted them. He’d lost his job and his inco... (3 pages)View decision -
Decision Reference DRN-5931543
4 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5931543 The complaint Mr U complains that OAKBROOK FINANCE LIMITED trading as Finio Loans “Oakbrook Finance” shouldn’t have defaulted his loan agreement. What happened Oakbrook Finance provided Mr U with a personal loan in October 2023, for £2,000, repayable over 24 months, with a ... (4 pages)View decision