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 77095 results
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Decision Reference DRN2497163
20 Mar 2020 Canada Square Operations Limited Not upheldPayment protection insurance (PPI)Mr W has complained about the way Canada Square Operations Limited (“Canada Square”) has used the compensation it offered to settle a complaint about mis-sold payment protection insurance (“PPI”).backgroundMr W took out two loans with Canada Square. With each loan he took out a PPI policy.... (3 pages)View decision -
Decision Reference DRN4179862
21 Apr 2015 American Express Services Europe Limited Not upheldBanking and creditMr B complains that American Express Services Europe Limited passed his debt to a third party despite agreeing not to do so. backgroundMr B used his Amex card for several purchases in April 2014 and the due date for payment was 2 May. He did not make that payment bec... (2 pages)View decision -
Decision Reference DRN-5899784
21 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5899784 The complaint Mrs H complains that MBNA Limited unfairly sold her debt, when she thought they had agreed she didn’t owe anything further. What happened In December 2018, MBNA approved Mrs H’s application for a credit card, giving her a limit of £3,100. The limit was never i... (2 pages)View decision -
Decision Reference DRN3389669
17 Dec 2013 Lloyds Bank PLC Not upheldBanking and creditMr J complains about the way that Lloyds Bank plc (previously Lloyds TSB Bank plc) has dealt with him in connection with the enforcement of a personal guarantee. backgroundMr J, jointly with another director, gave a director’s personal guarantee to Lloyds in support of the bank’s lend... (2 pages)View decision -
Decision Reference DRN8822758
6 Nov 2014 Cheltenham & Gloucester plc Not upheldBanking and creditComplaintMr and Mrs L complain that Cheltenham & Gloucester Plc mis-sold a mortgage to them. They ask to be put in the position they would have been in had they not taken out the mortgage. Mr and Mrs L are represented by Z.backgroundMr and Mrs L took out a mortgage with C&G in... (2 pages)View decision -
Decision Reference DRN6382861
24 Jun 2015 Provident Personal Credit Limited Not upheldBanking and creditMr M complains that Provident Personal Credit Limited has told him the wrong outstanding balance on his account. backgroundMr M asked a charity to help him with his debts and he set up a debt management plan. He says that Provident told the charity that the total ... (1 page)View decision -
Decision Reference DRN-3604602
23 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3604602 The complaint Mr L is unhappy that Barclays Bank UK PLC, trading as Barclaycard, increased the minimum monthly repayment on his credit card shortly after he’d paid a fee to transfer a balance that would be charged an interest rate of 0% for two years. What happened Mr L complet... (2 pages)View decision -
Decision Reference DRN8201333
8 Nov 2018 Kapama Limited UpheldBanking and creditMr S has raised a complaint about the administration of his account, in particular the validity and amount of the outstanding debt.backgroundMr S took out a loan in 2011. The company he borrowed from has now gone into liquidation and his debt has been sold to a third ... (3 pages)View decision -
Decision Reference DRN7228180
9 Jan 2017 NewDay Ltd UpheldBanking and creditMr F complains that NewDay Ltd incorrectly registered a default on his credit file. backgroundSome years ago Mr F fell into financial difficulties and entered into a number of payment plans with lenders including NewDay. In 2013 it defaulted his account and later sol... (2 pages)View decision -
Decision Reference DRN-4777463
30 Jun 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4777463 The complaint Ms S complains that Vanquis Bank Limited agreed a repayment plan with her but then defaulted her account and passed it to a debt recovery agency. What happened Ms S holds a credit card account with Vanquis. The account fell into arrears and Vanquis sent a Notice o... (2 pages)View decision