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-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 -
Decision Reference DRN-4894824
29 Aug 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4894824 The complaint Mr P complains that Barclays Bank UK PLC has started legal action to repossess his home, because of the considerable arrears on his mortgage. Mr P sent medical evidence of ill health, and said he was asking for a hold, but Barclays wouldn’t help him. What happe... (4 pages)View decision -
Decision Reference DRN-2864272
15 Sep 2021 TFS Loans Limited UpheldConsumer CreditDRN-2864272 The complaint Mr C complains TFS Loans Limited didn’t complete reasonable and proportionate checks when accepting him for a loan. What happened Mr C was accepted for a guarantor loan with TFS in May 2015. The loan was for £6,000 over a term of 36 months with a monthly repayment... (4 pages)View decision -
Decision Reference DRN-3236301
25 Mar 2022 Nationwide Building Society UpheldConsumer CreditDRN-3236301 The complaint Mr C complains about Nationwide Building Society unhelpful response when he let it know that he was having difficulties repaying his loan. What happened Mr C took out a Nationwide loan in January 2019. In January 2020 Mr C contacted Nationwide to say that he’d bee... (3 pages)View decision -
Decision Reference DRN-5048208
1 Oct 2024 Topaz Finance Limited Not upheldMortgagesDRN-5048208 The complaint Ms R complains about the way that Topaz Finance Limited has administered her mortgage. What happened In March 2007, Ms R took out an interest only mortgage with Money Partners. The mortgage offer said the mortgage had a fixed rate of 5.62% for 36 months followi... (4 pages)View decision -
Decision Reference DRN9838572
13 Mar 2017 Santander UK Plc UpheldBanking and creditMiss H is unhappy with the way Santander UK Plc has dealt with her requests to reduce the overdraft limit on her current accountbackground In mid-September 2016 Santander sent Miss H her usual monthly statement for her current account. At, or around, the same time the... (4 pages)View decision -
Decision Reference DRN-5064644
5 Mar 2025 East Sussex Credit Union Limited UpheldConsumer CreditDRN-5064644 The complaint Mr C complains East Sussex Credit Union Limited trading as Wave Community Bank (WCB) should have defaulted his account when he fell into financial difficulties. He says their failure to do so resulted in him having to accept a more expensive mortgage deal when ... (4 pages)View decision -
Decision Reference DRN-3771076
23 Feb 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3771076 The complaint Ms S is unhappy with how Moneybarn No. 1 Limited trading as Moneybarn dealt with her when she was in financial difficulty as a result of the Coronavirus (Covid-19) pandemic. What happened In May 2019, Ms S was supplied with a used car through a conditional sale ag... (4 pages)View decision -
Decision Reference DRN-5130411
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5130411 The complaint Miss E complains Monzo Bank Ltd unfairly closed her accounts and recorded a default on her credit file. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss E held two accounts with ... (4 pages)View decision -
Decision Reference DRN4114103
15 May 2020 Indigo Michael Limited UpheldBanking and creditComplaintMiss H has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t complete enough affordability checks before approving her a Safety Net facility. Miss H says SNC should have realised that her debts were increasing.BackgroundMiss H approached SNC for a ... (4 pages)View decision