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-3638790
9 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3638790 The complaint Miss M complains about the service she’s received from Lloyds Bank Plc regarding her current account. Specifically, she’s upset about the way it spoke to her when she had told it about her additional needs. What happened Miss M has a current account with Lloyds. S... (4 pages)View decision -
Decision Reference DRN-5455553
3 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5455553 The complaint Miss M complains that First Direct acted irresponsibly when it granted her a current account overdraft limit of £500. What happened Miss M opened a current account with First Direct in April 2019 and was provided with an overdraft limit of £500, a limit that w... (5 pages)View decision -
Decision Reference DRN-3116878
1 Feb 2022 Barclays Bank Plc Not upheldBanking and PaymentsDRN-3116878 The complaint Mr K complains Barclays Bank UK PLC trading as Barclaycard (Barclays) told him he could use his credit card if he cleared his arrears with them, but then cancelled his credit card and latterly registered a default on his credit file. What happened Mr K says he tel... (4 pages)View decision -
Decision Reference DRN7731086
16 Oct 2019 Erudio Student Loans Limited Not upheldBanking and creditMr D complains Erudio Student Loans Limited didn’t act on his requests to update his address and defer his student loan repayments. He’s unhappy it closed his account, won’t let him defer his repayments and asked him to repay his loan in full.backgroundIn 1999 Mr D took out a student loan ... (4 pages)View decision -
Decision Reference DRN-5619443
7 Nov 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5619443 The complaint Mr L, through his representative, complains that MONEYBARN NO.1 LIMITED trading as Moneybarn lent to him irresponsibly by approving a credit agreement for him to use to purchase a vehicle. Mr L’s representative has said that Mr L was not treated with forbearanc... (4 pages)View decision -
Decision Reference DRN-5489947
22 Apr 2025 Plend Limited UpheldConsumer CreditDRN-5489947 The complaint Mr C complains that Plend Limited was irresponsible in its lending to him. What happened Mr C was provided with a £10,000 loan by Plend in November 2023. The loan term was 60 months and Mr C was required to make monthly repayments of around £247. Mr C said that... (5 pages)View decision -
Decision Reference DRN-3861149
16 Feb 2023 Lloyds Bank PLC UpheldMortgagesDRN-3861149 The complaint Ms M complains that Lloyds Bank PLC didn’t fully consider FCA guidelines about interest only mortgages coming to an end when declining her request for a five-year extension on her mortgage term. What happened In 2008, Ms M took an interest only mortgage for approx... (4 pages)View decision -
Decision Reference DRN7383132
22 Nov 2018 Lloyds Bank PLC UpheldBanking and creditMr M complains that Lloyds Bank PLC didn’t help him when he told it he was in financial difficulties. backgroundMr M phoned Lloyds at the beginning of 2018 to tell it about his financial difficulties. He said it agreed to stop all overdraft charges, close his account ... (4 pages)View decision -
Decision Reference DRN-4133240
8 Jun 2023 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4133240 The complaint Mr M has complained about the way Santander Consumer (UK) plc T/A Volvo Car Financial Services (SCUK) dealt with a car he acquired under a conditional sale agreement with it. What happened Mr M acquired a car under a four-year conditional sale agreement with SCUK ... (4 pages)View decision -
Decision Reference DRN-6039448
22 Dec 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-6039448 The complaint Miss D is unhappy with PayPal (Europe) S.a.r.l et Cie, S.C.A trading as PayPal (‘PayPal’) and how they have handled her revolving credit account. What happened I issued my provisional decision to both parties explaining why I thought Miss D’s complaint should ... (5 pages)View decision