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
-
Decision Reference DRN-5902390
28 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5902390 The complaint Mr E complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr E applied for a Vanquis credit card in May 2019. In his application, Mr E said he was employed part time with an annual income of £12,000... (3 pages)View decision -
Decision Reference DRN-3149653
31 Jan 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3149653 Complaint Miss A says that Lloyds Bank PLC (“Lloyds”) unfairly reduced her overdraft limit and then removed her facility after incorrectly recording the year she was due to complete her studies. Background One of our adjudicators looked into Miss A’s concerns. She didn’t think ... (3 pages)View decision -
Decision Reference DRN5249002
27 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMiss M complains about the charges Barclays Bank UK PLC (Barclaycard) applied to her credit card account when she fell into financial difficulty. She also complains that Barclaycard did not offer her sufficient support and registered a default which she feels was unfair. backgroundThe adju... (3 pages)View decision -
Decision Reference DRN4127087
10 Jun 2014 National Westminster Bank Plc UpheldBanking and creditMr and Mrs A complain about National Westminster Bank Plc’s (“NatWest”) handling of their mortgage, loan and current accounts with it. They consider it failed to respond fairly, positively and sympathetically to them when they were facing financial difficulty. In particular, they say it ... (3 pages)View decision -
Decision Reference DRN-3329228
19 Apr 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3329228 The complaint Miss A is unhappy that Barclays Bank UK PLC trading as Barclaycard won’t remove a default recorded on her credit file. What happened Miss A couldn’t meet the repayments on her credit card account because she was suffering from a medical condition which involved pe... (3 pages)View decision -
Decision Reference DRN-1686235
24 Mar 2021 Lloyds Bank PLC Not upheldMortgagesDRN-1686235 The complaint Mr and Mrs P are unhappy with how Lloyds Bank Plc has treated them whilst they’ve been struggling to pay their mortgage. What happened Mr and Mrs P have a mortgage with Lloyds. In early 2019 they got into difficulties as Mr P was off work sick and then, at about t... (3 pages)View decision -
Decision Reference DRN-6054675
11 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6054675 The complaint Mrs G complains about what she describes as disability discrimination and a lack of support from Nationwide in relation to her overdraft. Mrs G says Nationwide failed to provide proper help and support when she reached out to it for help and it has continued to... (6 pages)View decision -
Decision Reference DRN-3286715
28 Apr 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3286715 The complaint Mr D is unhappy with the service he’s received from Bank of Scotland plc (“BOS”) surrounding the arrears that had accrued on his account. What happened Mr D opened a credit account with BOS in 2013. In 2021, Mr D’s financial position was such that he was strugglin... (3 pages)View decision -
Decision Reference DRN3786649
15 Nov 2013 MBNA Limited Not upheldPayment protection insurance (PPI)Mr A’s complaint concerns a monthly, regular premium, payment protection insurance policy (“PPI”) added to a credit card agreement in February 2001. He complains that he was unaware the PPI was optional and that MBNA Limited (“MBNA”) did not disclose sufficient information to him so tha... (3 pages)View decision -
Decision Reference DRN0193133
24 Feb 2017 ActiveQuote Limited Not upheldInsurance (excluding PPI)Mr L complains that ActiveQuote mis-sold an income protection insurance policy.background Mr L searched for an income protection insurance policy on a price comparison website. ActiveQuote says that Mr L said he wanted a benefit amount of £1,400 a month, over 12 months.... (6 pages)View decision