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 DRN3613338
7 Jun 2013 MBNA Limited Not upheldBanking and creditMrs D complains that she sent a cheque for £150 to MBNA Limited in full and final settlement of her outstanding debt to it. MBNA disagrees and has pursued her for the outstanding balance - £335.84 - owed by Mrs D.backgroundMrs D sent a cheque for £150 to MBNA. Her cheque was accom... (2 pages)View decision -
Decision Reference DRN9883356
12 Oct 2015 R. Raphael & Sons Plc Not upheldBanking and creditMrs S complains that R. Raphael & Sons Plc (trading as Monument) paid a refund against her debt (which it had sold on) rather than to her direct. She wants to be paid the refund.backgroundMonument offered a refund relating to an optional Payment Break Plan (PBP... (1 page)View decision -
Decision Reference DRN-2431196
5 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2431196 The complaint Mr F is unhappy with how Barclays Bank UK Plc (trading as “Barclaycard”) has treated him after a change in his circumstances has left him unable to repay the money he owes. What happened The circumstances of this complaint are well known to both sides so I won’t g... (3 pages)View decision -
Decision Reference DRN2102426
3 Oct 2014 Black Horse Limited Not upheldPayment protection insurance (PPI)Mr W and Miss H’s complaint concerns two loans, one secured one unsecured taken with Black Horse Limited. They consider that the amount they repaid to a secured loan when settling it early was too high – and that Black Horse failed to properly explain the early settlement provisions or... (3 pages)View decision -
Decision Reference DRN-3028657
6 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3028657 The complaint Ms M complains that NewDay Ltd (Newday) lent to her irresponsibly and shouldn’t have suspended her Aqua card in November 2020. What happened Ms M applied for an Aqua card in January 2014 and was given a limit of £250. Then, increases were agreed on the Aqua card, ... (4 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 DRN5556163
16 Aug 2019 MBNA Limited Not upheldBanking and creditMr S complains MBNA Limited reported inaccurate information to the credit reference agencies.backgroundMr S has two credit cards with MBNA. For the purposes of this decision, I will only be considering account ending 1801 as this is the account Mr S has complained about. However, I will al... (3 pages)View decision -
Decision Reference DRN8666712
11 Oct 2013 NEO Media Solutions Limited UpheldBanking and creditMiss K complains about the administration of a debt management plan by NEO Media Solutions Limited (“NEO”). She says payments were not distributed to her creditors in the way she expected.backgroundMiss K entered into the agreement with NEO in 2011. NEO says that the agreement was not ... (3 pages)View decision -
Decision Reference DRN-5070669
16 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5070669 The complaint Mr R complains that Vanquis Bank Limited irresponsibly agreed credit for him. What happened Vanquis opened a credit card account for Mr R in February 2019 with a £1,000 credit limit. Mr R didn’t meet his repayments and the account was passed to a third party d... (5 pages)View decision -
Decision Reference DRN9668991
15 Sep 2017 Novaloans Ltd UpheldBanking and creditMiss E says that Novaloans Ltd trading as (Cash4unow) did not help her when she contacted it about the payments on her loan. She says she was bullied into the making payments.backgroundMiss E took out a £350 loan over five months with Cash4unow in September 2016. The ... (3 pages)View decision