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 77095 results
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Decision Reference DRN-2527880
14 Apr 2021 Oplo HL Ltd Not upheldMortgagesDRN-2527880 The complaint Mr and Mrs I complain that OPLO HL Ltd trading as 1st Stop Secured Loans sold them a product with too high an interest rate and they didn’t understand the implications of that. The lender didn’t properly consider their expenditure including childcare costs. What ... (2 pages)View decision -
Decision Reference DRN-4799917
11 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4799917 The complaint Mrs P complains Barclays Bank UK PLC didn’t do enough to protect her when there were large numbers of unusual transactions on joint accounts in her and her now ex-husband’s names. And that Barclays Bank UK PLC allowed her now ex-husband to build up large amount... (4 pages)View decision -
Decision Reference DRN3400943
21 Aug 2014 HSBC Bank plc Not upheldBanking and creditMr V complains that HSBC Bank Plc failed to administer his managed loan arrangement properly and registered an adverse notice on his credit file.background Mr V encountered financial difficulties and approached HSBC in late 2012. Mr V and the bank agreed to consolidate his debts into a ma... (2 pages)View decision -
Decision Reference DRN-3054116
17 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3054116 The complaint Miss C complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened In November 2016, Miss C asked for a marbles card from NewDay – it was agreed with a limit of £300. Further increases were offered and put in place: NewDay gave a COVID19 payment ho... (4 pages)View decision -
Decision Reference DRN-5386193
10 Jul 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5386193 The complaint Mr S complains PRA Group (UK) Limited have failed to meaningfully consider his request for his outstanding debt to be written off. What happened As I understand it Mr S had a credit card with a provider I’ll refer to as B. The account was sold to PRA on 16 Octo... (3 pages)View decision -
Decision Reference DRN-4282678
30 Aug 2023 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4282678 The complaint Mrs B complains that Brent Shrine Credit Union Limited trading as My Community Bank was irresponsible in its lending to her. What happened Mrs B was provided with a £15,000 fixed sum loan by My Community Bank in October 2022. The loan term was 60 months with month... (3 pages)View decision -
Decision Reference DRN0028046
28 Jan 2019 Clydesdale Financial Services Limited UpheldBanking and creditMr F complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (CFS) says he’s liable to repay a car loan that it told him was settled years ago. backgroundMr F took out this loan in 2004. He had trouble meeting the repayments and CFS ... (2 pages)View decision -
Decision Reference DRN-3299630
2 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3299630 The complaint Mr S has complained that HSBC UK Bank Plc (“HSBC”) haven’t dealt with his credit card debt in accordance with the Financial Conduct Authority’s (FCA’s) rules for dealing with customers in persistent debt. What happened Mr S has had a credit card with HSBC for many... (2 pages)View decision -
Decision Reference DRN4540508
19 Jan 2016 MKDP LLP Not upheldBanking and creditMr H complains that MKDP LLP wrongly applied for a county court judgement (CCJ), withouttelling him, after he agreed to pay a debt.backgroundMr H explains that he got paperwork from the court explaining that MKDP had applied forjudgement for a debt. He says that he ... (2 pages)View decision -
Decision Reference DRN3033500
27 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr W complains that his National Westminster Bank Plc credit card was used without authorisation.backgroundMr W says that a £640 payment was taken from his account using his credit card on 11 April 2016. He says he didn’t authorise the payment. The card was taken f... (2 pages)View decision