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 DRN-3236519
27 Jan 2022 MBNA Limited UpheldBanking and PaymentsDRN-3236519 The complaint Mr L has complained that MBNA Limited was irresponsible in lending to him. What happened In 2016, Mr L took out a credit card with MBNA for £10,000. The limit was increased to £13,000 over the following 18 months. The account was later closed. In 2021, Mr L compla... (3 pages)View decision -
Decision Reference DRN0176743
8 May 2014 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc (trading as first direct) is not responding reasonably to his financial difficulties. He wants it to refund charges applied to his account, to stop placing a charging order on his property, and to agree an affordable settlement. backgroundMr A fell into... (2 pages)View decision -
Decision Reference DRN6557852
27 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs G say that Lloyds Bank PLC has not helped them with their financial situation. This has led to a large debt now being owed.background Some of the issues being complained of are some ten years old. Mr and Mrs G’s complaint is that had Lloyds acted differen... (3 pages)View decision -
Decision Reference DRN1064704
9 Feb 2015 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mrs Q’s complaint against Lloyds Bank PLC concerns her credit card and an associated payment protection insurance (PPI) policy. Specifically, she is unhappy that a PPI claim was declined and that default charges were applied whilst that claim was being considered. Mrs Q is also unhapp... (3 pages)View decision -
Decision Reference DRN2324714
18 Feb 2019 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc won’t write off a credit card debt he owes despite being aware that he’s suffering from some serious health problems. backgroundMr M opened a credit card with Santander in September 2017 and transferred balances he owed elsewhere t... (2 pages)View decision -
Decision Reference DRN-2026692
6 Jan 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2026692 The complaint Mr A complains that Lloyds Bank PLC (Lloyds) sent letters relating to his credit card to the wrong address. What happened Mr A had a credit card with Lloyds since 2016. Between April 2019 and September 2019, Lloyds sent six letters to Mr A to say that he had misse... (2 pages)View decision -
Decision Reference DRN8860660
3 Feb 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditThis complaint is about some debts Mr and Mrs F used to have with The Royal Bank of Scotland Plc (“RBS”). Mr and Mrs F are unhappy that RBS won’t refund to them directly the sum due under a remediation exercise. Instead, it has set off that amount against the shortfall that arose when Mr a... (3 pages)View decision -
Decision Reference DRN-2916475
28 Jul 2021 MBNA Limited UpheldBanking and PaymentsDRN-2916475 The complaint Ms G complains that lending made to her by MBNA Limited was irresponsible. What happened Ms G said she applied for a credit card with MBNA in late 2018, when she already had a very considerable amount of debt. It offered to lend her £3,700, but she said this was n... (4 pages)View decision -
Decision Reference DRN-3699362
13 Sep 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3699362 The complaint Mr B complains that Shop Direct Finance Company Limited trading as very (very) defaulted his account. What happened Mr B had an account with very. The limit was £1,325. His income was affected by the pandemic and he was placed on furlough. His account fell into ... (4 pages)View decision -
Decision Reference DRN0112128
2 May 2019 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC, trading as Barclaycard (“Barclays”) won’t allow him to settle his credit card debt. He also complains that Barclays failed to respond to a subject access request. backgroundMr M had a Barclaycard credit card account with an o... (3 pages)View decision