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-5845534
13 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5845534 The complaint Mrs S complains about the credit limit increases that were applied to her credit card account with NewDay Limited as she says that she has a low credit score and is struggling to pay her debts due to the interest that has been added to her account. What happene... (4 pages)View decision -
Decision Reference DRN-5817026
9 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5817026 The complaint Ms A complains MONEYBARN NO.1 LIMITED (Moneybarn) irresponsibly lent to her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for her. What happened Ms A entered into a conditional sale agreement with Moneybar... (4 pages)View decision -
Decision Reference DRN-4436086
12 Dec 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4436086 Complaint Mr H has complained about an overdraft National Westminster Bank Plc (“NatWest”) provided to him. He says the overdraft was irresponsibly provided as he said that he couldn’t afford it on more than one occasion. Background NatWest initially provided Mr H with a studen... (4 pages)View decision -
Decision Reference DRN-5810522
15 Sep 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5810522 The complaint Miss H complains about Lowell Portfolio I Ltd’s actions when trying to recover debts in her name. What happened Lowell acquired six debts in Miss H’s name that were closed at default. The debts related to five mobile phone accounts and a utilities account. In... (4 pages)View decision -
Decision Reference DRN-4728793
15 Aug 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4728793 The complaint Mr K and Mrs R complain about how Bank of Scotland plc trading as Halifax has dealt with them in their financial difficulties. What happened Mr K and Mrs R have a mortgage with Halifax. The account is in arrears. Mr K and Mrs R brought a complaint against Halif... (3 pages)View decision -
Decision Reference DRN-5157127
11 Dec 2024 Pepper (UK) Limited UpheldMortgagesDRN-5157127 The complaint Ms M and Mr M are unhappy with how Pepper (UK) Limited trading as Engage Credit have treated them in relation to their mortgage. They believe the interest Engage Credit has charged has been too high and that it should have done more to support them when they we... (4 pages)View decision -
Decision Reference DRN-5705517
13 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5705517 The complaint X complains that Oodle Financial Services Limited agreed a payment plan for their arrears but then terminated their hire purchase agreement unfairly. What happened X acquired a car financed through a hire purchase agreement they signed on 6 March 2023 with Oodl... (4 pages)View decision -
Decision Reference DRN5169170
6 Feb 2018 Prestige Finance Limited Not upheldBanking and creditMr and Mrs S are unhappy with the amounts that Prestige Finance Limited says they need to pay toward their secured loan account. backgroundMr and Mrs S have a secured loan with Prestige. The loan was originally taken out through a different lender, but was transferred ... (4 pages)View decision -
Decision Reference DRN-4829869
1 Jul 2024 TSB Bank plc Not upheldMortgagesDRN-4829869 The complaint Mr H complains that his mortgage lender, TSB Bank plc, failed to show support and forbearance at a difficult time. What happened Mr H has a mortgage with TSB. Sadly, in 2023, he suffered a family bereavement. Not only was this a difficult time emotionally, but Mr ... (4 pages)View decision -
Decision Reference DRN-3326586
24 Mar 2022 Elderbridge Limited Not upheldMortgagesDRN-3326586 The complaint Mr and Mrs O are unhappy that Elderbridge Limited says there is an amount still outstanding in respect of a secured loan they hold. What happened Mr and Mrs O took out a secured loan with a lender in 2006. They borrowed £100,000 over a term of 25 years. The intere... (7 pages)View decision