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-3301132
14 Dec 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3301132 The complaint Mr C complains that MBNA Limited has not provided tailored support when he was in financial difficulties. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I will focus on the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-3201569
10 Mar 2022 Provident Personal Credit Limited Not upheldConsumer CreditDRN-3201569 The complaint Mrs H says Provident Personal Credit Limited trading as Satsuma has not registered a default on her two loan accounts. She thinks it should have done this as she has been unable to repay the loans. She says that as Satsuma has not done this the debt will not ‘drop... (2 pages)View decision -
Decision Reference DRN1522984
4 Jul 2019 Bank of Scotland Plc Not upheldBanking and creditMs P and Mr H complain that Bank of Scotland plc trading as Birmingham Midshires hasn’t assisted them with the difficulties that they have repaying the mortgage. Ms P would like assistance from BM in her financial difficulties that would allow her to keep the property... (2 pages)View decision -
Decision Reference DRN6920325
25 Jan 2017 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr G has complained Volkswagen Financial Services (UK) Limited, trading as Volkswagen Finance, didn’t given him a breathing period to decide what to do about buying his car at the end of his finance agreement. He was concerned about the impact of having a car fitted... (2 pages)View decision -
Decision Reference DRN-4039212
22 Mar 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4039212 Complaint Mr F says that Lloyds Bank PLC (“Lloyds”) unfairly removed his overdraft, closed his account and recorded a default on his credit file. Background One of our adjudicators looked into Mr F’s concerns. She didn’t think that Lloyds had done anything wrong or treated Mr F... (2 pages)View decision -
Decision Reference DRN-5576066
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5576066 The complaint Mr N complains that Monzo Bank Ltd defaulted his account incorrectly. What happened My provisional decision of 15 July 2025 set out the background to this complaint: “Monzo decided to close Mr N’s current account and notified him it would be closed in October 2... (4 pages)View decision -
Decision Reference DRN-5677261
17 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5677261 The complaint Mr R complains that HSBC UK Bank Plc (‘HSBC’) allowed several transactions to go through on his current account which took him into an unarranged overdraft. What happened Mr R opened a current account with HSBC in September 2021. On 12 June 2024, a number of t... (4 pages)View decision -
Decision Reference DRN0259480
12 Jul 2017 Legal & General Partnership Services Limited Not upheldBanking and creditMs W’s complaint is that she was badly advised by Legal & General Partnership Services Limited (L&G). She says that she was mis-sold a mortgage in 2008 as the advice to consolidate debts into an interest-only mortgage was unsuitable. Ms W is represented in her... (4 pages)View decision -
Decision Reference DRN-3157387
7 Dec 2021 Barclays Bank UK PLC Not upheldMortgagesDRN-3157387 The complaint Mr and Mrs J complained because Barclays Bank UK PLC refused to allow them to extend the term on their interest-only mortgage. What happened In around 2008, Mr and Mrs J took advice from a broker who recommended that they should take an interest-only mortgage with... (4 pages)View decision -
Decision Reference DRN7767543
13 Aug 2020 Paragon Finance Plc Not upheldBanking and creditMrs M and Mr S have complained about the way Paragon Finance Plc has dealt with them during a period of financial difficulties. To put the matter right, Mrs M and Mr S want Paragon to put them back in the position they’d have been in if they hadn’t had any financial difficulties.background... (5 pages)View decision