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 70898 results
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Decision Reference DRN4703299
22 Oct 2019 Zopa Limited Not upheldBanking and creditMr R’s complaint is that Zopa Limited irresponsibly approved a loan of £10,000 to him in August 2015 which it ought to have known would be unaffordable for him. He seeks a refund of interest on the loan and of charges that may have been applied for missed or late payments.backgroundOne of ... (3 pages)View decision -
Decision Reference DRN9248292
29 Jul 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs B, represented by a claims management company, complain that the advice they were given by Legal & General Partnership Services Limited (L&G) to consolidate unsecured debts into their new mortgage was unsuitable.our initial conclusionsOur adjudicator recommended t... (2 pages)View decision -
Decision Reference DRN-2267959
29 Oct 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2267959 The complaint Mr M complains that Barclays Bank UK PLC unfairly registered a default on his credit file. What happened Mr M says he moved home but accepts he didn’t update Barclays with the new address. He says he was unaware that one of his Barclays Accounts was overdrawn and ... (2 pages)View decision -
Decision Reference DRN7921999
20 Jan 2016 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mr C is unhappy that Capital One (Europe) plc has used his payment protection insurance (PPI) refund to reduce his credit card balance instead of paying it directly to him.backgroundIn 2012, Capital One upheld Mr C’s complaint about mis-sold PPI. It worked out that ... (2 pages)View decision -
Decision Reference DRN6979787
2 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMr C complains that National Westminster Bank plc changed and replaced his business accounts without taking proper account of his wishes, removing his control of the accounts and affecting his business. backgroundMr C had current and loan accounts with NatWest. He sa... (3 pages)View decision -
Decision Reference DRN4642014
29 Sep 2018 PRA Group (UK) Limited Not upheldBanking and creditMr B complains that PRA Group (UK) Limited (PRA) have been contacting him since he entered into a debt management plan (DMP). He says they should contact the debt management company who manages his affairs and not him and he says their unwelcome contact has caused di... (2 pages)View decision -
Decision Reference DRN3784140
29 Oct 2018 Home Retail Group Card Services Limited Not upheldBanking and creditMs S complains about charges applied to her account with Home Retail Group Card Services Limited.backgroundMs S is unhappy because Home Retail Group refunded incorrect charges to her account to offset her outstanding balance instead of sending her a cheque.In 2017, whilst... (2 pages)View decision -
Decision Reference DRN-3245060
14 Jan 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3245060 The complaint Mr K complains that Sainsbury's Bank Plc (Sainsbury’s) defaulted his loan and passed the debt to a debt collection agency. What happened Mr K had a loan from Sainsbury’s, and he was struggling to make the payments. In 2015, he fell behind with repayments. In... (4 pages)View decision -
Decision Reference DRN7127556
17 Sep 2015 Barclays Bank Plc Not upheldPayment protection insurance (PPI)Miss P has complained about the way Barclays Bank Plc has used the compensation it worked out she was due after she complained she’d been mis-sold payment protection insurance (PPI).backgroundBetween 2004 and 2007 Miss P took out four loans with Barclays and was sold ... (2 pages)View decision -
Decision Reference DRN-4282678
30 Aug 2023 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4282678 The complaint Mrs B complains that Brent Shrine Credit Union Limited trading as My Community Bank was irresponsible in its lending to her. What happened Mrs B was provided with a £15,000 fixed sum loan by My Community Bank in October 2022. The loan term was 60 months with month... (3 pages)View decision
