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-2054656
1 Oct 2020 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2054656 The complaint Mr R complains about American Express Services Europe Limited (AESEL) (“Amex”) and the way it managed his credit card account. What happened Mr R took out a credit card with Amex in November 2010 with a credit limit of £1,500. Between 2011 and 2018, there have bee... (4 pages)View decision -
Decision Reference DRN9327449
17 Dec 2013 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs M complain about a regular mortgage payment protection insurance (“MPPI”) policy sold to them in August 2003. The MPPI was sold by Nationwide Building Society (“Nationwide”) via an intermediary alongside their mortgage application. Mr and Mrs M complain that the MPPI was mis... (3 pages)View decision -
Decision Reference DRN-5040198
9 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5040198 The complaint A company, which I’ll refer to as T, complains that Metro Bank PLC (Metro Bank) treated it unfairly in relation to an overdraft arrangement. In bringing this complaint, T is represented by its director, who I’ll refer to as Mr C What happened Metro Bank have to... (4 pages)View decision -
Decision Reference DRN-5641598
2 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5641598 The complaint Mr M complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) irresponsibly lent because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for him. What happened Mr M complains about t... (4 pages)View decision -
Decision Reference DRN2360669
9 Jan 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mr C complains about a monthly payment protection insurance (“PPI”) policy added to his credit card account by Lloyds Bank PLC (“Lloyds”). He applied for the credit card in February 2000. He complains on the basis that he believes the PPI to be mis-sold to him.backgroundLloyds did not ... (3 pages)View decision -
Decision Reference DRN0095128
6 Jun 2018 Tesco Personal Finance PLC UpheldBanking and creditMr L complains that Tesco Personal Finance Plc put a default on his credit file.backgroundMr L told us that he moved home in the second half of 2014, under particularly stressful circumstances. Mr L was expecting to receive his mail forwarded to his new address, b... (4 pages)View decision -
Decision Reference DRN0950892
13 May 2019 Erudio Student Loans Limited UpheldBanking and creditMr M complains that Erudio Student Loans Limited has defaulted two of his student loans. backgroundMr M said that he’d had many years of deferment of his student loans, without any problems. He said that he met the eligibility criteria for deferment, because of his... (4 pages)View decision -
Decision Reference DRN-4009681
25 Apr 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4009681 The complaint Miss P has complained about the way Barclays Bank UK PLC (trading as Barclaycard) dealt with her when she was unable to make her credit card payments due to financial difficulty. What happened Miss P’s first missed credit card payment was in December 2021. Barclay... (3 pages)View decision -
Decision Reference DRN-3977464
8 Mar 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3977464 The complaint Miss R complains that Santander UK Plc unfairly recorded a default on her credit file after it closed her account. What happened Miss R had a student current account with Santander. The terms of the account required Miss R to use it as her primary bank account and... (3 pages)View decision -
Decision Reference DRN-2401965
27 Sep 2021 National Westminster Bank Plc Not upheldMortgagesDRN-2401965 The complaint Ms E complains that National Westminster Bank Plc (“NatWest”) hasn’t done enough to help her when she notified it of difficulties she was expecting to have making repayments to her mortgage. The mortgage is held jointly with Mr B. Mr B has confirmed he is happy fo... (4 pages)View decision