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 74386 results
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Decision Reference DRN1537803
5 Jan 2016 PDHL Limited Not upheldBanking and creditMr H complains that PDHL Limited gave him misleading advice about a debt management plan.backgroundMr H originally took out a plan with another company which I shall call Z. In 2013 PDHL took over Mr H’s account from Z. In 2014 Mr H queried various matters with PDH... (2 pages)View decision -
Decision Reference DRN5415398
19 Sep 2019 Legal & General Partnership Services Limited Not upheldBanking and creditAn appointed representative of Legal & General Partnership Services Limited (L&G) made a recommendation to Mr and Mrs P for a remortgage. They also consolidated a credit card debt and three loans into the new mortgage. They complain through their solicitors that the advice was unsu... (3 pages)View decision -
Decision Reference DRN-2587417
5 Mar 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2587417 The complaint Ms W is unhappy that MBNA Limited won’t acknowledge that the outstanding debt on her credit card is that of her ex-fiancé, Mr O, and that MBNA won’t transfer the debt to him. What happened Ms W opened a credit card account with MBNA in April 2015 and added Mr O as... (2 pages)View decision -
Decision Reference DRN-3835509
1 Dec 2022 NewDay Ltd Not upheldConsumer CreditDRN-3835509 The complaint Miss B complains that NewDay Ltd acted irresponsibly when they agreed to provide two credit card accounts and later increased the account limits to a level that was unaffordable. Miss B is represented by a claims management company (“the CMC”). What happened In Ma... (4 pages)View decision -
Decision Reference DRN5871635
20 Mar 2017 Lloyds Bank PLC Not upheldBanking and creditA, a partnership, complain that Lloyds Bank PLC have wrongly maintained a charge over their property in relation to a debt which A say has already been cleared.backgroundA took out a loan with Lloyds, secured over some of their property. They raise some issues regar... (2 pages)View decision -
Decision Reference DRN-5537271
6 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5537271 The complaint Mr L complains Nationwide Building Society irresponsibly provided him with an unaffordable overdraft facility. Mr L also complains about Nationwide Building Society’s service, including its decision to not write-off his outstanding balance. What happened Nation... (6 pages)View decision -
Decision Reference DRN5529784
7 Oct 2015 Barclays Bank Plc Not upheldBanking and creditMs M complains that Barclays Bank Plc mis-sold a mortgage reserve account (an MRA) to her. Since then, it treated her unfairly and has not administered the account properly. The stress has affected her health. Ms M asks that Barclays write off the remaining balance.... (5 pages)View decision -
Decision Reference DRN2632963
18 Sep 2019 NRAM Limited Not upheldPayment protection insurance (PPI)Mr S’s complaint is a about a payment protection insurance (PPI) policy sold to him by NRAM Limited in 2005.The loan and PPI was sold by another business which later became part of NRAM Limited. I will refer to NRAM throughout this decision.backgroundIn March 2005 Mr S took out a loan for ... (3 pages)View decision -
Decision Reference DRN-1958469
23 Nov 2020 The Co-operative Bank Plc Not upheldConsumer CreditDRN-1958469 The complaint Mr R complains that The Co-operative Bank plc (Co-op) incorrectly placed his loan account with a debt collection agency which led to his mortgage application being declined. What happened Mr R took out a loan with Co-op while he was a student in 2017 and in error ... (2 pages)View decision -
Decision Reference DRN-3590348
15 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3590348 The complaint Miss J complains that Barclays Bank UK PLC failed to tell her that she could ask it to take action to recoup over £17,000 that she lost in what would appear to have been a scam. Because Barclays’ staff incorrectly told her that there was nothing that could be done... (2 pages)View decision
