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 74313 results
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Decision Reference DRN7946850
20 Jun 2013 Blair Endersby Limited Not upheldBanking and creditMr and Mrs W complain that Blair Endersby Limited gave them poor advice regarding their Individual Voluntary Arrangements (IVAs).backgroundOur adjudicator did not recommend that the complaint be upheld. He concluded that Mr and Mrs W had been given the chance to check and approve their ... (2 pages)View decision -
Decision Reference DRN7618483
29 May 2019 Virgin Media Mobile Finance Limited UpheldBanking and creditMr R complains that Virgin Media Mobile Finance Limited (VMMF) has incorrectly dealt with his complaints and failed to properly deal with a debt.backgroundMr R upgraded his mobile handset in May 2017. There were two separate agreements set up with two direct debits... (3 pages)View decision -
Decision Reference DRN-5439431
29 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5439431 The complaint Mr A complains that HSBC UK Bank Plc unfairly defaulted his credit card account. What happened In 2023, Mr A raised a complaint with HSBC about irresponsible lending on his credit card account. When he was unsatisfied with the response from HSBC, he brought it... (4 pages)View decision -
Decision Reference DRN-2016022
22 Jul 2020 National Westminster Bank Plc Not upheldMortgagesDRN-2016022 The complaintMr M and Mr N complain that National Westminster Bank plc wrongly advised them to repay debts before applying for a mortgage. They ask that NatWest pays compensation and removes its credit search from their credit files. What happenedMr M and Mr N applied for a mo... (3 pages)View decision -
Decision Reference DRN-3772194
16 Nov 2022 Arrow Global Limited UpheldBanking and PaymentsDRN-3772194 The complaint Mr E has complained about a default registered by Arrow Global Limited. What happened This complaint surrounds a credit card account that was opened in 2012 and was sold to Arrow in 2019. The original creditor and Arrow wrote to Mr E to let him know Arrow now owne... (4 pages)View decision -
Decision Reference DRN4533811
24 Feb 2016 Santander UK Plc Not upheldBanking and creditMr T has complained that Santander UK Plc (Santander) registered a default on his credit file.backgroundMr T said his former wife ran up a debt on their joint account while they were going through a divorce. When Santander chased him for the repayment, he explained h... (2 pages)View decision -
Decision Reference DRN7745554
12 Sep 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains about how The Royal Bank of Scotland Plc (“RBS”) has managed his credit card account.backgroundMr M told us that he wasn’t happy with how RBS had managed his account. He said that he suffers with depression and anxiety which at times impacts on his abi... (6 pages)View decision -
Decision Reference DRN-3069896
24 Sep 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3069896 The complaint Mr P complains that Capital One (Europe) plc has unfairly increased his minimum monthly payment as a result of being in persistent debt on one of his credit cards. What happened Mr P has two credit card accounts with Capital One. On card ending 5318, Mr P has bee... (5 pages)View decision -
Decision Reference DRN7456037
3 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMr G complains that Lloyds Bank PLC wrongly applied a default to his current account and he wants it removed.backgroundOur adjudicator did not recommend that this complaint be upheld. Lloyds had refunded three payments with interest to Mr G’s account, and paid £100 com... (2 pages)View decision -
Decision Reference DRN2732605
11 Apr 2017 NRAM plc Not upheldBanking and creditMr C complains that Landmark Mortgages Limited is pursuing him rather than his ex-partner for a shortfall debt from their joint mortgage.backgroundMr C held a mortgage with his now ex-partner. The property was sold. But the proceeds of the sale weren’t enough to rep... (2 pages)View decision
