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 71523 results
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Decision Reference DRN1220118
11 Feb 2015 Santander Cards UK Limited Not upheldBanking and creditMr D is unhappy with a default that Santander Cards UK Limited has registered on his credit file. backgroundMr D entered into a loan agreement in 2007. He later found it difficult to make the repayments and entered into a debt management plans (“DMP”) in 2010 and 2011. Mr D was unable... (2 pages)View decision -
Decision Reference DRN-4369443
9 Oct 2023 Lowell Financial Ltd Not upheldConsumer CreditDRN-4369443 The complaint Mr G complains about contact from Lowell Financial Ltd in relation to a debt that was included in his bankruptcy. Mr G also complains that Lowell declined a request to delete his personal information. What happened Mr G had a credit card that was closed at defaul... (2 pages)View decision -
Decision Reference DRN-5209765
17 Feb 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5209765 The complaint Miss G complains that CA Auto Finance UK LTD mishandled a credit account she held with it after arrears had accrued due to a change in her financial situation. She says this caused her unnecessary distress. Miss G has been assisted in bringing this complaint by... (5 pages)View decision -
Decision Reference DRN3564115
4 Apr 2018 The Funding Corporation Limited UpheldBanking and creditMr M complains that The Funding Corporation Limited (FCL) didn’t handle his debt properly and left a default marker on his credit file after it had expired.background Mr M took out an unsecured loan with FCL in March 2005. He says he had an accident which left him un... (2 pages)View decision -
Decision Reference DRN6030787
10 Mar 2021 Shop Direct Finance Company Limited Not upheldBanking and creditMr B complains about a catalogue shopping account with Shop Direct Finance Company Limited which was opened without his consent or authority. background Mr B says he received a letter notifying him of an account with Shop Direct that had been opened in his name. Mr B says he received arrea... (2 pages)View decision -
Decision Reference DRN-3499837
23 Jun 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3499837 The complaint Mr K complains that Nationwide Building Society registered a default on his credit file and passed his debt to a debt collection agency after he fell behind on his credit card payments. What happened In January 2021, Mr K phoned Nationwide and said he was unable t... (3 pages)View decision -
Decision Reference DRN-2178288
15 Sep 2020 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2178288The complaintMr D complains that National Westminster Bank Plc closed his accounts without giving proper notice. He complains too that the bank registered a default marker with credit reference agencies. What happenedMr D had two accounts with NatWest. On 30 January 2017, NatWes... (4 pages)View decision -
Decision Reference DRN4338099
20 May 2016 Shop Direct Finance Company Limited UpheldPayment protection insurance (PPI)Miss G has complained about the way Shop Direct Finance Company Limited (“Shop Direct”) has used the compensation it agreed to pay following a complaint about the mis-sale of a payment protection insurance (“PPI”) policy.backgroundMiss G had a catalogue shopping account... (2 pages)View decision -
Decision Reference DRN-4536075
3 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4536075 The complaint Miss J complains Barclays Bank UK PLC closed her account without telling her, and then refused to help her transfer her direct debits (DD) to a new account with Barclays. What happened I issued a provisional decision setting out what’d happened, and what I thought... (5 pages)View decision -
Decision Reference DRN-4237658
18 Jul 2023 Oplo PL Ltd Not upheldConsumer CreditDRN-4237658 The complaint Miss M complains that Oplo PL Ltd lent to her irresponsibly. What happened In March 2020 Miss M applied for a loan with Oplo. Oplo approved the application and gave Miss M a loan for £10,000 repayable over 30 months with a monthly repayment of £471.34. Miss M comp... (3 pages)View decision
