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 DRN3548910
30 Aug 2013 Robinson Way Limited Not upheldBanking and creditMr T complains that Robinson Way Limited has wrongly been pursuing him for a debt. backgroundRobinson Way says that in 2008 it purchased, from a bank, a debt on a credit card account formerly held by Mr T. He believes that the loan on the card was mis-sold by the bank and complained ... (1 page)View decision -
Decision Reference DRN-5563130
21 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5563130 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss W was approved for a Virgin Money credit card in April 2022, with a £6,800 credit limit. Miss W says that Virgin Money irresponsibly lent to her, and... (4 pages)View decision -
Decision Reference DRN1385222
24 Aug 2016 Casheuronet UK LLC UpheldBanking and creditMiss L complains that Casheuronet UK LLC (trading as QuickQuid) wrongly lent her money she couldn’t afford to pay back.backgroundMiss L took out three loans with QuickQuid. Miss L says if QuickQuid had carried out proper checks, it would’ve found out she relied on pay... (2 pages)View decision -
Decision Reference DRN-5222336
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5222336 The complaint Mr D complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly when it gave him a credit card and increased his credit limit. What happened In May 2019, Barclaycard gave Mr D a credit card with a limit of £1,100. In March 2021, it inc... (3 pages)View decision -
Decision Reference DRN0503384
20 Feb 2019 Casheuronet UK LLC UpheldBanking and creditMr N complains that CashEuroNet UK LLC (trading as QuickQuid) provided him with poor service when he fell into financial difficulties and offered him a further loan. He wants to be compensated for the time he has had to spend on this issue and for the inconven... (2 pages)View decision -
Decision Reference DRN2539816
2 Jun 2015 MKDP LLP Not upheldBanking and creditMr L has complained that MKDP LLP has not provided him with a deed of novation and deed of assignment for a debt. He feels this has caused him considerable stress, for which he would like to be compensated.backgroundMr L had a debt with a third party creditor, whic... (1 page)View decision -
Decision Reference DRN-5424175
20 May 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5424175 The complaint Mr W says Marks & Spencer Financial Services Plc trading as M&S Bank irresponsibly lent to him. What happened Mr W took out a loan for £15,000 over 60 months from M&S Bank on 11 November 2021. The monthly repayments were £281.65 and the total repaya... (3 pages)View decision -
Decision Reference DRN-2587048
17 Feb 2021 Nationwide Building Society UpheldMortgagesDRN-2587048 The complaint Mrs P complains that Nationwide Building Society gave her false hope that following a successful payment arrangement, her arrears could be capitalised. This turned out not to be the case and as a result Mrs P has suffered distress and financial impact. What happe... (3 pages)View decision -
Decision Reference DRN-2802595
29 Jun 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2802595 The complaint Mrs M complains that MBNA Limited (MBNA) lent to her irresponsibly. What happened In June 2015, Mrs M applied for a credit card with MBNA on a balance transfer offer. This was agreed with a limit of £4200. There were two limit increases and several declined reques... (3 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