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 DRN9414391
11 Jan 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr D complains that The Royal Bank of Scotland Plc (“RBS”) has instructed a debt collection agency to pursue him for a debt which he says is time-barred under the Limitation Act.backgroundIn 2008 Mr D owed RBS a three-figure sum. In that year he entered an Individu... (1 page)View decision -
Decision Reference DRN-3435584
19 Jul 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3435584 The complaint Miss S complains that AvantCredit of UK, LLC have sold her debt and adverse information has been added to her credit file. What happened Miss S had a complaint against Avant for unaffordable lending upheld. Miss S agreed a repayment plan for the capital amount of ... (3 pages)View decision -
Decision Reference DRN-5959452
18 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5959452 The complaint Mr Q is unhappy that MBNA Limited have sold his debt to a third-party agency. What happened Mr Q had an account which was defaulted by MBNA several years ago. MBNA initially transferred Mr Q’s account debt to a third-party debt collection agency (“DCA”). But Mr... (3 pages)View decision -
Decision Reference DRN6237679
30 Sep 2013 Santander Cards UK Limited Not upheldBanking and creditMr R complains that Santander Cards UK Limited passed his account to another company without telling him. He says that a member of his family paid off the debt, although he is still being asked to repay it, and that it has also increased significantly. Mr R wants Santander to reduce the ... (2 pages)View decision -
Decision Reference DRN5470301
20 May 2013 National Westminster Bank Plc Not upheldBanking and creditsummary of complaintMrs E complains that National Westminster Bank Plc put undue pressure on her to settle the debts of a family member after she told it the family member was terminally ill. She wants it to give her back her money.background I set out the background of this complaint ... (3 pages)View decision -
Decision Reference DRN2768329
24 Jan 2014 Lloyds Bank PLC Not upheldBanking and creditMr B complains that poor service provided by Lloyds Bank PLC on his business account has led to financial problems and caused him serious inconvenience and distress. background Mr B had a loan and a business current account – with an authorised overdraft - with the bank. These accounts... (3 pages)View decision -
Decision Reference DRN-5957217
8 Dec 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5957217 The complaint Mr B complains that Metro Bank plc, trading as RateSetter, didn’t conduct sufficient checks before lending to him and that he shouldn’t have been granted the loan. What happened Mr B applied to Metro Bank for a loan for debt consolidation in April 2023. His app... (3 pages)View decision -
Decision Reference DRN7545727
18 Dec 2014 Fredrickson International Limited Not upheldBanking and creditMr E complains that Fredrickson International Limited has tried to recover an old credit card debt from him. He says he does not owe the money and complains that Fredrickson has harassed him and breached industry guidelines. backgroundMr E complains that Fredrickson, a licensed debt col... (2 pages)View decision -
Decision Reference DRN-5013071
25 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5013071 The complaint Mr M complains that Barclays Bank UK PLC has unfairly refused to accept his request for it to write off part of his outstanding mortgage balance. He also complains that the advice he received from Barclays to consolidate unsecured debts and add these to his mor... (6 pages)View decision -
Decision Reference DRN7203364
10 Feb 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr T’s complaint concerns his credit card and an associated payment protection insurance (PPI) policy – both sold by Capital One (Europe) plc. He is unhappy that a debt remains on the card after having made a successful claim on the PPI policy and with Capital One’s pursuit of the debt... (2 pages)View decision