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-5256473
12 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5256473 The complaint A limited company, which I’ll refer to as S, complains that Santander UK Plc gave it incorrect advice regarding its bounce back loan (“BBL”), resulting in it going into arrears. S says the bank then bombarded it with calls and letters regarding arrears. S is re... (4 pages)View decision -
Decision Reference DRN-4821337
16 Jul 2024 Pepper (UK) Limited UpheldMortgagesDRN-4821337 The complaint This complaint is about two buy-to-let (BTL) mortgages Mr and Mrs B hold with Pepper (UK) Ltd trading as Engage Credit (Engage). The essence of the complaint is that Mr and Mrs B believe Engage has treated them unfairly by not offering more support when their f... (4 pages)View decision -
Decision Reference DRN-6010071
3 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6010071 The complaint Mr K complains that BMW Financial Services (GB) Limited trading as Alphera Financial Services (“AFS”) treated him unfairly after payments failed. What happened Mr K entered into a hire purchase agreement to acquire a car in April 2021. He agreed to make 47 pay... (4 pages)View decision -
Decision Reference DRN-4594460
2 Feb 2024 Pepper (UK) Limited UpheldMortgagesDRN-4594460 The complaint Mrs S complains that Pepper (UK) Limited, trading as Engage Credit, told her she could re- mortgage to another lender without fully repaying her existing mortgage but reneged on that agreement after she had arranged a new mortgage elsewhere. She’s also unhappy wit... (4 pages)View decision -
Decision Reference DRN-5636221
11 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5636221 The complaint With the help of a professional representative (PR), Mr M complains that Moneybarn No.1 Limited trading as Moneybarn lent to him irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mr M. What happened Mr M applied for and entered into... (4 pages)View decision -
Decision Reference DRN-3213245
11 Jan 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3213245 The complaint Ms Q complains that Everyday Lending Limited (“ELL”) lent to her in an irresponsible manner. And she further complains that ELL failed to treat her fairly when she faced problems repaying the loan. What happened I issued a provisional decision on this complaint in... (4 pages)View decision -
Decision Reference DRN0159639
8 Jul 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs G complain about a monthly mortgage payment protection insurance (“MPPI”) policy added to their mortgage account. Mr and Mrs G approached Nationwide Building Society to arrange a mortgage in April 2000 and it was during this transaction the MPPI was added to their account. ... (4 pages)View decision -
Decision Reference DRN-3518263
7 Jun 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3518263 The complaint Miss N complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) will not backdate a default they registered with the Credit Reference Agencies (CRA). What happened Miss N had a credit card with Virgin. She got into financial difficulties and was unable ... (4 pages)View decision -
Decision Reference DRN8586261
5 Mar 2020 Uncle Buck Finance LLP Not upheldBanking and creditMrs C complains, in summary, that Uncle Buck Finance LLP, (“UBF”), continued to charge her interest on her loan account despite telling it that she was off work and unable to continue paying it. backgroundMrs C took out a short term loan with UBF on 7 February 2018 for £600. The loan was t... (4 pages)View decision -
Decision Reference DRN-4644478
3 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4644478 The complaint Mr I has complained that when Nationwide Building Society (“Nationwide”) decided to close his account, it asked that he repay the outstanding overdrawn balance on his account. However, when Mr I went to do this Nationwide said he couldn’t as his account was under ... (4 pages)View decision