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 DRN2627804
21 Jun 2013 Santander UK Plc Not upheldBanking and creditMrs V complains that Santander UK Plc acted irresponsibly when it made four personal loans to her. backgroundMrs V took out three loans from the bank between December 2005 and January 2009. The second and third loans each repaid the previous loan and provided extra funds. The third loan w... (2 pages)View decision -
Decision Reference DRN-4430684
14 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4430684 The complaint Miss A complains that Barclays Bank UK PLC (Barclays) hasn’t communicated with her about a debt it says has been outstanding since 2014, leaving her facing unexpected financial consequences. What happened Miss A opened a student account with Barclays in July 2006.... (3 pages)View decision -
Decision Reference DRN-3669632
26 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3669632 The complaint Mrs H complains that NewDay Ltd provided her with two credit cards and increased the limit on both without adequately checking that she could afford any repayments. What happened Mrs H applied for and was provided with two credit cards by NewDay. The cards and dat... (5 pages)View decision -
Decision Reference DRN-4469115
21 Nov 2023 Bamboo Limited Not upheldConsumer CreditDRN-4469115 The complaint Mr P says Bamboo Limited, trading as Bamboo Loans (“Bamboo”), irresponsibly lent to him. What happened This complaint is about a 36-month instalment loan by way of a fixed sum loan agreement. Bamboo provided the loan for £6,000 to Mr P in September 2022. The month... (3 pages)View decision -
Decision Reference DRN0847179
27 Oct 2016 Moorcroft Debt Recovery Limited Not upheldBanking and creditMr K’s unhappy that Moorcroft Debt Recovery Limited’s trying to recover a debt he says has already been settled. backgroundMr K said he arranged through a third party to settle the debt with the original creditor. He says this offer was accepted and the payments ... (1 page)View decision -
Decision Reference DRN3678002
11 Apr 2016 HSBC Bank plc Not upheldPayment protection insurance (PPI)Miss J has complained that HSBC Bank Plc mis-sold her a payment protection insurance (PPI) policy. backgroundIn January 2003 Miss J took out a credit card with HSBC. She was sold a PPI policy at the same time. HSBC upheld Miss J’s mis-sale complaint and offered £1,436.... (2 pages)View decision -
Decision Reference DRN9452119
22 May 2014 HFC Bank Limited Not upheldBanking and creditMr D says HFC Bank Limited unfairly applied charges to his credit card account with it. He is concerned about its response to him during a period of illness and financial difficulty. In particular, he complains about a collection charge it added to the debt. backgroundMr D became ser... (2 pages)View decision -
Decision Reference DRN1350628
17 Nov 2016 Debt Management Associates Limited Not upheldBanking and creditMiss H complains that Debt Management Associates Limited, trading as Money Village, sold her a debt management plan that wasn’t appropriate for her and it didn’t manage the plan properly. She says she’d have been better off going bankrupt.backgroundMiss H started... (2 pages)View decision -
Decision Reference DRN6913476
31 Jul 2018 NewDay Ltd Not upheldBanking and creditMr J is unhappy that NewDay Ltd trading as Marbles won’t write off his outstanding debt on his credit card account taken out in December 2016. Whilst experiencing financial difficulties, he submitted a Debt and Mental Health Evidence Form to them explaining that he was ... (3 pages)View decision -
Decision Reference DRN-5468700
26 Aug 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5468700 The complaint Mr W, through his representative, complains that Western Circle Ltd trading as Cashfloat lent to him irresponsibly. What happened This table gives a brief summary of the lending Western Circle approved for Mr W. Loan Approved Amount Terms Status 1 2 July 2024 £... (3 pages)View decision