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 DRN6395263
12 Dec 2013 Harrington Brooks (Accountants) Limited UpheldBanking and creditMrs H complains that, despite paying almost £3,000 to a debt management plan with Harrington Brooks (Accountants) Limited, her outstanding debt has not significantly reduced. She is also unhappy that Harrington Brooks failed to provide a breakdown of her plan when asked.backgroundMrs H en... (2 pages)View decision -
Decision Reference DRN3541587
21 Oct 2015 MKDP LLP Not upheldBanking and creditMr B, represented by his solicitor, says that MKDP LLP has chased him for a debt he does not acknowledge and that he has been provided with poor service.background Mr B entered into a hire purchase agreement in 2007. The agreement was terminated in 2007. MKDP acquired ... (2 pages)View decision -
Decision Reference DRN7698045
8 Jan 2020 Tesco Personal Finance PLC Not upheldBanking and creditMr O is unhappy with Tesco Personal Finance PLC sending his account to a debt collector. backgroundMr O took out a credit card with Tesco in July 2013. Mr O then started to fall behind with his payments in 2017. In October 2017 Mr O sent Tesco information about his mental health from his G... (2 pages)View decision -
Decision Reference DRN6557897
12 Oct 2016 Butler-Do Ltd Not upheldBanking and creditMr and Mrs H complain that Butler-Do Ltd (then trading as Kensington Finance) mis-sold a debt management plan (DMP) to them, and that it was not the appropriate solution for their situation.backgroundMr and Mrs H took out the plan in 2013. Their representative argues ... (2 pages)View decision -
Decision Reference DRN6573117
21 Nov 2018 Creation Consumer Finance Ltd Not upheldBanking and creditMr B complains that he has not received the service he should have in regard to the collection of his debt from a fixed sum loan agreement he took out with Creation Consumer Finance Ltd in 2011.backgroundMr B entered into a fixed sum loan agreement with Creation in Sep... (2 pages)View decision -
Decision Reference DRN-5446092
29 Jul 2025 Fluent Mortgages Limited UpheldMortgagesDRN-5446092 The complaint Mr and Mrs H complain that when Fluent Mortgages Limited trading as Fluent Money arranged them a mortgage, the amount it arranged wasn’t enough, leaving them with a shortfall. What happened Mr and Mrs H consulted Fluent Money about re-mortgaging their existing ... (5 pages)View decision -
Decision Reference DRN7143007
21 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMrs H complains that Barclays Bank UK PLC, trading as Barclaycard, sold her credit card debt onto a third party, when she had made it aware that she was having difficulties financially and personally. In bringing her complaint, Mrs H is represented by Mrs K.backgroundIn 2011, Mrs H had a B... (3 pages)View decision -
Decision Reference DRN4316477
28 Jun 2013 Nationwide Building Society UpheldBanking and creditMr W complains that Nationwide Building Society is chasing him for a debt he paid in full years ago. our initial conclusionsThe adjudicator recommended that the complaint should be upheld, saying he was satisfied that the debt, which was the subject of County Court proceedings, was ... (2 pages)View decision -
Decision Reference DRN-5629588
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5629588 The complaint Ms G complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY administered her debt. What happened Ms G owed NatWest a debt that was related, it appears, to an overdraft. Ms G had been making repayments towards her debt via a firm I’ll call “W”. In... (3 pages)View decision -
Decision Reference DRN8866708
6 Jan 2015 NRAM plc Not upheldBanking and creditMiss K complains that NRAM plc unfairly refused to correct her files with the credit reference agencies. Miss K is represented by her father, Mr J.background Miss K took out a joint “Together” mortgage (which is a mortgage and an unsecured loan) with her partner in 2006. They split u... (4 pages)View decision