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-5816299
21 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5816299 The complaint Mrs S says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Mrs S took out a loan for £10,800 over 61 months from Updraft in November 2023. The monthly repayments were £279.56 with one final repayment of £69.30. The loan was for debt... (4 pages)View decision -
Decision Reference DRN0514133
23 Feb 2017 Santander UK Plc Not upheldBanking and creditMrs C complains that Santander UK plc wrongly defaulted her credit card account. She’s also unhappy that the bank hasn’t replied to her enquiries about whether she had payment protection insurance (PPI) on her accounts with it.backgroundMrs C had a credit card with San... (2 pages)View decision -
Decision Reference DRN2636682
10 Dec 2014 Next Step Mortgages Ltd Not upheldBanking and creditMr N complains that he was mis-sold a mortgage by Next Step Mortgages Ltd.backgroundMr N took out a mortgage to buy his property in 2004, arranging the mortgage through Next Step. By 2007, he was in financial difficulty. He was in arrears on his mortgage and his unsecured debt. His mor... (2 pages)View decision -
Decision Reference DRN-2520260
3 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2520260 The complaint Mr L is concerned that balances Barclays Bank UK PLC say are owing on two accounts are incorrect, and he is unhappy that these accounts were sold to a debt purchasing company. What happened Mr L had two credit accounts with Barclays. Mr L was shocked to be advised... (2 pages)View decision -
Decision Reference DRN7242250
16 Jul 2014 National Westminster Bank Plc Not upheldBanking and creditMr D complains that National Westminster Bank Plc (“NatWest”) has not administered his accounts properly when he has been away overseas for periods of time, failing to put in place an agreed debt consolidation and sending default and closure notices when it knew he was away. backgroun... (3 pages)View decision -
Decision Reference DRN8963906
27 May 2015 Money & More Limited UpheldBanking and creditMr and Mrs F complain that Money & More Limited did not advise them properly when discussing a debt management plan (DMP) and did not operate the plan properly.backgroundIn June 2012 Mr and Mrs F took on Money & More to set up and run a DMP. But they sa... (3 pages)View decision -
Decision Reference DRN7229630
16 Jul 2015 Legal & General Partnership Services Limited UpheldBanking and creditMiss F complains that Legal & General Partnership Services Limited mis-sold her a mortgage. The complaint is brought on her behalf by a claims management company.backgroundFollowing her meeting with Legal & General, Miss F agreed a two year fixed rate mortgage... (2 pages)View decision -
Decision Reference DRN-5421295
24 Mar 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5421295 The complaint Mr W complains Capquest Debt Recovery Limited have asked him to repay a debt which isn’t his. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and they for... (3 pages)View decision -
Decision Reference DRN-5944530
10 Feb 2026 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5944530 The complaint Miss J complains Brent Shrine Credit Union Limited trading as My Community Bank (MCB) acted irresponsibly by approving her for lending beyond her capacity to repay, without the repayments causing substantial financial distress. What happened In March 2023, Miss... (4 pages)View decision -
Decision Reference DRN8531494
4 Oct 2019 Brightside Insurance Services Limited UpheldInsurance (excluding PPI)Mr M has complained that Brightside Insurance Services Limited renewed a car insurance policy he asked it not to. Brightside passed Mr M’s details to a debt collection agent. backgroundMr M bought a car insurance policy through Brightside in 2017. In 2018 it wrote to Mr M to invite him to ... (2 pages)View decision