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 76853 results
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Decision Reference DRN-3858512
16 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3858512 The complaint Mr S1 and Mr S2 are business partners. They complain about the actions of National Westminster Bank Plc regarding the management of their loan accounts. What happened In June 2008 the partners took out three loans – which I’ll call loans 1, 2 and 3 – from NatWest ... (6 pages)View decision -
Decision Reference DRN-3271650
24 Jan 2022 Telefonica UK Limited UpheldConsumer CreditDRN-3271650 The complaint Mr E complains that Telefonica UK Limited (trading as O2) allowed a third party to take out more than one fixed sum loan agreement in his name. What happened Mr E contacted O2 in late 2018 as he believed it had allowed someone to acquire a mobile phone using a fix... (6 pages)View decision -
Decision Reference DRN0153520
15 Jul 2019 TSB Bank plc Not upheldBanking and creditMs R complains about the way that TSB Bank plc has dealt with the joint account that she holds with her former husband and about the information that it’s recorded on her credit file.backgroundMs R and her former husband have a joint account with TSB which is overdrawn. Ms R and her former... (4 pages)View decision -
Decision Reference DRN1366356
21 Jan 2016 Assured Money Solutions Limited UpheldBanking and creditMr and Mrs C complain that Assured Money Solutions Limited (“AMS”) told them they would be debt free in five years under its debt management plan, but this hasn’t happened. backgroundMr and Mrs C took out the debt management plan in 2011. They have paid regularly i... (3 pages)View decision -
Decision Reference DRN-4815094
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4815094 The complaint Mr M complains Monzo Bank Ltd have treated him unfairly in relation to his Flex credit card account and the level of customer service it’s provided him. What happened Mr M held a bank account with an overdraft facility with Monzo. Mr M also held a Flex credit c... (4 pages)View decision -
Decision Reference DRN3492191
13 Nov 2013 Barclays Bank Plc Not upheldBanking and creditMr and Mrs H complain that Barclays Bank Plc did not treat them fairly in demanding repayment of their debt. They want it to remove negative items from their files with the credit reference agencies.our initial conclusionsThe adjudicator did not recommend that the complaint shoul... (2 pages)View decision -
Decision Reference DRN9877002
19 Aug 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr L and Mrs N complain that advice to consolidate unsecured debt to their mortgage was unsuitable. The advice was given by an appointed representative of Legal & General Partnership Services Limited.backgroundMr L and Mrs N took advice from L&G about their mort... (2 pages)View decision -
Decision Reference DRN1206871
31 Jan 2020 Santander UK Plc UpheldBanking and creditComplaintMr D complains that Santander UK Plc has chased him to pay back an overdraft debt it previously told him he didn’t need to repay. BackgroundThe background to this complaint and my initial findings are set out in my provisional decision dated 24 January 2020 – a copy of which is at... (3 pages)View decision -
Decision Reference DRN1493007
23 Jan 2018 Bank of Scotland Plc Not upheldBanking and creditMr F complains that Bank of Scotland plc (trading as Halifax) has transferred his debt to agents to manage.backgroundMr F told us that his circumstances changed suddenly a few years ago. He agreed a repayment plan with Halifax to pay back some money he owed on a ... (4 pages)View decision -
Decision Reference DRN9142878
27 Mar 2015 Barclays Bank Plc Not upheldBanking and creditMr F and Mr and Mrs G, on behalf of the estate of the late Mrs F, complain that Barclays Bank PLC (trading as Barclaycard) failed to deal appropriately with Mrs F’s accounts when she was experiencing financial difficulty. They’d like Barclays to pay Mrs F’s estate ... (2 pages)View decision