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 1466 results
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Decision Reference DRN-3301452
23 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3301452 Complaint Mr A says that Barclays Bank UK Plc (“Barclays”) unfairly removed his overdraft, closed his account and recorded a default on his credit file. Background One of our adjudicators looked into Mr A’s concerns. She didn’t think that Barclays had done anything wrong or tre... (2 pages)View decision -
Decision Reference DRN-5821937
14 Oct 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5821937 The complaint Ms A’s complaint is about a mortgage she took out with her ex-partner with Clydesdale Bank Plc trading as Virgin Money (Virgin). She has complained about the amount of time Virgin allowed the mortgage to continue in arrears and doesn’t believe it made the right... (6 pages)View decision -
Decision Reference DRN-1915366
6 Aug 2020 Provident Personal Credit Limited Not upheldConsumer CreditDRN-1915366The complaintMr H complains that Provident Personal Credit Limited (trading as Satsuma Loans) transferred his loan accounts to a debt collection agency without warning. What happenedMr H took out two loans with Satsuma in early 2018. The first loan was for £1,000, and started in... (2 pages)View decision -
Decision Reference DRN-5728832
4 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5728832 The complaint Mr D complains that Clydesdale Bank Plc, trading as Virgin Money, have been unreasonable to default his account and not to agree to write off his debt. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (2 pages)View decision -
Decision Reference DRN-5931281
11 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5931281 The complaint Mr L complains Lloyds Bank PLC unfairly handled his overdraft and incorrectly recorded adverse information on his credit file. What happened Mr L held a Lloyds account which was in its overdraft. Mr L reached out to a debt management support service – who I wi... (6 pages)View decision -
Decision Reference DRN4074080
23 May 2016 Barclays Bank Plc Not upheldBanking and creditMr T complains that Barclays Bank PLC added charges to his credit card account while he was experiencing financial difficulties. He wants a refund of all interest and charges plus interest on these at the statutory rate. backgroundMr T said he asked the bank to repay ... (2 pages)View decision -
Decision Reference DRN-4457093
6 Feb 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4457093 The complaint Mrs W is unhappy that Moneybarn No.1 Limited terminated a conditional sale agreement she had with them, and that they are now looking to repossess the car they supplied to her under that agreement. What happened In June 2020, Mrs W was supplied with a used car thr... (4 pages)View decision -
Decision Reference DRN5999981
6 Feb 2020 Santander UK Plc Not upheldBanking and creditMr and Mrs F have complained about how Santander UK Plc (‘the bank’) has treated them while they’ve been in financial difficulties. backgroundMr and Mrs F say the bank should have treated them more sympathetically and given them more help when they were struggling financially. Instead they... (3 pages)View decision -
Decision Reference DRN-5576591
29 May 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5576591 The complaint Mrs K is unhappy with how Sainsbury’s Bank Plc, trading as Sainsbury’s Finance (Sainsbury’s) engaged with her about her credit card debt. What happened I issued my provisional findings to both parties setting out why I did not think Mrs K’s complaint should be... (4 pages)View decision -
Decision Reference DRN-3332653
23 Mar 2022 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-3332653 The complaint Mrs M makes a number of complaints about Marks & Spencer Financial Services Plc trading as M&S Bank following her financial difficulties. What happened Mrs M says she wrote to M&S Bank on 30 October 2018 telling it she was about to enter a Debt Managem... (2 pages)View decision