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 70772 results
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Decision Reference DRN6895711
29 Aug 2018 Barclays Bank Plc Not upheldBanking and creditThe estate of the late Mrs P complains about how Barclays Bank Plc managed her debt to the bank. Mr P brings this complaint on behalf of the estate.backgroundWhen Mrs P died, the estate discovered that she owed money, including to Barclays. The estate said that ... (2 pages)View decision -
Decision Reference DRN1463286
7 Sep 2016 Kapama Limited UpheldBanking and creditMr B complains that he took out payday loans which were unaffordable. He says the lender didn’t carry out proper checks before issuing the loans to him. He has asked Kapama Limited to refund all interest and charges and to remove details of the loans from his credit... (2 pages)View decision -
Decision Reference DRN-4307465
21 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4307465 The complaint Mr C has complained about Santander UK Plc’s decision to close down his basic bank account. What happened I have previously issued a provisional decision regarding this complaint. The following represents excerpts from my provisional decision, outlining the backgr... (5 pages)View decision -
Decision Reference DRN4050799
30 Jul 2013 MBNA Limited Not upheldBanking and creditMr C, represented by Mrs C, complains that MBNA Limited (“MBNA”) sold his credit card debt to an external debt collection agency after it told him that it was prepared to accept a reduced settlement payment. backgroundMr C was unable to meet the payments on two credit card accounts he ... (2 pages)View decision -
Decision Reference DRN6247609
4 Aug 2017 Hoist Finance UK Limited Not upheldBanking and creditMr Y complains that Hoist Finance UK Limited have taken steps to pursue a debt against him which it does not own. He wants these steps to be undone.backgroundMr Y owed a debt to another company. This debt was sold to a third party, and that party was acquired by Ho... (2 pages)View decision -
Decision Reference DRN-4395632
12 Oct 2023 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4395632 The complaint Mrs M complains that Tesco Personal Finance PLC (Tesco Bank) was irresponsible in its lending to her. What happened Mrs M was provided with two loans by Tesco Bank. The first loan was provided in 2015 and a further loan was provided in August 2018. Based on the ti... (4 pages)View decision -
Decision Reference DRN1830092
3 Jul 2015 MKDP LLP UpheldBanking and creditMr S complains that MKDP LLP has put a default on his credit record and is pursuing him for a debt that he’s not liable for.our initial conclusionsOur adjudicator said that MKDP LLP should remove the default and stop pursuing Mr S. She was satisfied that although the account be... (2 pages)View decision -
Decision Reference DRN2534321
27 Mar 2014 National Westminster Bank Plc Not upheldBanking and creditMrs Z complains that National Westminster Bank Plc pursued her for a debt on her joint account that she was not responsible for. She says, in any event, the bank had promised the other joint account holder it would not pursue her for this debt. She considers that the bank did not issue th... (3 pages)View decision -
Decision Reference DRN7510264
4 Jan 2016 Nationwide Building Society Not upheldBanking and creditMr B complained that Nationwide Building Society pressurised him to increase his personal loan repayments, and didn’t treat him as a vulnerable customer.backgroundMr B had problems paying his debts and contacted a debt charity for financial advice. A debt management plan w... (3 pages)View decision -
Decision Reference DRN-4561389
16 Jan 2024 Lowell Portfolio I Ltd UpheldBanking and PaymentsDRN-4561389 The complaint Miss W complains that Lowell Portfolio I Ltd harassed her in relation to an unenforceable debt. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Lowell says Miss W had a credit card with a b... (4 pages)View decision