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 DRN7870271
10 May 2018 Santander UK Plc UpheldBanking and creditMr C complains that Santander UK Plc didn’t default his credit card account promptly.backgroundMr C told us that he wrote to all the firms he owed money to in December 2011, including Santander. In early 2012 he entered into a debt management plan. He said he had th... (2 pages)View decision -
Decision Reference DRN-2495434
11 Jan 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2495434 The complaint Miss A has complained that TSB Bank plc won’t remove a default from her credit reference files. What happened Miss A added her ex partner to her current account in April 2016. She said he’d coerced her into make her sole account a joint one. She said he then took ... (4 pages)View decision -
Decision Reference DRN-5111115
17 Dec 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5111115 The complaint Mr and Mrs T complain that Barclays Bank PLC (“Barclays”) is chasing them for a mortgage debt they were previously told had been repaid. What happened Mrs T says she and Mr T had a mortgage (I’ll refer to that as the “first mortgage”) with Barclays in relation ... (3 pages)View decision -
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 DRN0053773
26 Jul 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMrs M complains that The Royal Bank of Scotland Plc treated her unfairly and caused her property to be sold for less than it was worth. She asks for compensation.backgroundRBS had a second charge on Mrs M’s residential property. The charge related to a business loan to ... (2 pages)View decision -
Decision Reference DRN-5501369
30 Apr 2025 UK Credit Limited Not upheldConsumer CreditDRN-5501369 The complaint Mr S complains that UK Credit Limited was irresponsible in its lending to him. He wants all interest and charges refunded, along with statutory interest, and any adverse information recorded about this loan removed from his credit file. Mr S is represented by a... (4 pages)View decision -
Decision Reference DRN2384614
9 Jan 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr A complains that The Royal Bank of Scotland Plc (“RBS”):-Failed to update his address and then sent a replacement credit card to his old address.- Failed to return his calls or respond to his requests for telephone call transcripts in a reasonable amount of time.-Unfairly pursued hi... (3 pages)View decision -
Decision Reference DRN-4526717
21 Dec 2023 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4526717 The complaint Mr J is unhappy with My Community Bank (‘MyCB’), who is a trading name of Brent Shrine Credit Union Limited. Although Brent Shrine Credit Union Limited is responsible for the actions of My Community Bank, for ease, I have referred to MyCB throughout this decision.... (8 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