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 71923 results
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Decision Reference DRN-5693485
18 Jul 2025 Amplifi Capital (U.K.) Limited UpheldConsumer CreditDRN-5693485 The complaint Miss J says Amplifi Capital (U.K.) Limited, trading as Reevo Money, irresponsibly lent to her. What happened Miss J took out a loan for £5,000 over 60 months on 16 April 2024. The monthly repayments were £147.11. Miss J says Reevo Money should never have accept... (3 pages)View decision -
Decision Reference DRN8181424
5 Oct 2015 Barclays Bank Plc UpheldBanking and creditMr D says Barclays Bank Plc is acting unfairly by refusing to remove a default from his credit file.background In 2000 Mr D opened an Egg credit card but Barclays took over the account in late-2011. For ease, I’ll call the business “Barclays” throughout the rest of t... (4 pages)View decision -
Decision Reference DRN-3672901
30 Aug 2022 Santander UK Plc Not upheldMortgagesDRN-3672901 The complaint Ms H complains that Santander UK Plc (“Santander”) agreed to take the proceeds of a shortfall sale as full and final settlement of her mortgage but later passed the residual balance on to a debt collection agent. What happened Ms H took out an interest-only mortga... (5 pages)View decision -
Decision Reference DRN3374131
25 Nov 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMrs K complains that a financial management plan was mis-sold to her and hasn’t been administered properly by Harrington Brooks (Accountants) Limited.backgroundMrs K entered into a financial management plan with a debt management company in October 2014. The debt managem... (2 pages)View decision -
Decision Reference DRN9808173
9 May 2019 Scottish Friendly Assurance Society Limited Not upheldBanking and creditThis complaint’s about a consolidation re-mortgage Mr and Mrs B took out in 2006 on advice given by a representative of a business that is no longer trading. Responsibility for its activities has been taken on by Scottish Friendly Assurance Society Limited (“SF”) Mr a... (3 pages)View decision -
Decision Reference DRN5408621
8 May 2014 Santander UK Plc Not upheldBanking and creditMrs M complains that Santander UK Plc has not treated her fairly, in that it referred her debt to a third party and registered a default on her credit file. She says she has been making payments towards the debt, but that Santander unreasonably continued to apply charges to the account ... (2 pages)View decision -
Decision Reference DRN7510737
26 Oct 2018 Tesco Personal Finance PLC Not upheldPayment protection insurance (PPI)Mrs A has complained about the way Tesco Personal Finance PLC (“Tesco”) wants to use compensation following a complaint about payment protection insurance (“PPI”).backgroundMrs A took out a credit card with Tesco in 2000 and had a PPI policy attached to it. In 2012 she... (2 pages)View decision -
Decision Reference DRN-4766913
8 Aug 2024 PRA Group (UK) Limited Not upheldConsumer CreditDRN-4766913 The complaint Miss J complains about PRA Group (UK) Limited’s decision to use a refund received after she made a successful irresponsible lending complaint to reduce an outstanding balance it previously agreed to write off. What happened In October 2022 PRA purchased a cred... (3 pages)View decision -
Decision Reference DRN7322774
15 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMiss R complains that Barclays Bank PLC has wrongly sold her debt to a debt recovery company when it agreed to write it off. backgroundMiss R got into financial difficulties with her business current account and business loan. Miss R said that she agreed with the bank in June 2010 that ... (2 pages)View decision -
Decision Reference DRN-4832771
27 Aug 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4832771 The complaint Mr M complains that The Royal Bank of Scotland Plc (RBS) incorrectly recorded negative information on his credit file. He would like this removed and to be compensated for his stress and inconvenience. What happened Mr M held a current account and a credit card... (3 pages)View decision
