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 DRN-5738301
16 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5738301 The complaint Mrs M says Zopa Limited lent to her irresponsibly. What happened Mrs M took out a 48-month loan from Zopa for £20,000 in May 2023. The APR was 9.38% and the monthly repayments were £497.69. Mrs M says the loan was unaffordable for her, she was already in a lot ... (3 pages)View decision -
Decision Reference DRN-5597563
30 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5597563 The complaint Miss D has complained that Lloyds Bank PLC transferred her debt to a debt collection company without her knowledge. What happened Miss D’s account with Lloyds had a £400 overdraft limit. She went over the overdraft limit without authorisation from Lloyds. Afte... (2 pages)View decision -
Decision Reference DRN0961682
14 Oct 2015 Wescot Credit Services Limited Not upheldBanking and creditMrs F complains that Wescot Credit Services Limited says she has an outstanding debt, even though she was told in 2014 that she owed nothing.backgroundMrs F had a debt with a bank which was eventually assigned to A, a limited company. A asked R, debt collection compa... (1 page)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 DRN8731559
11 Dec 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr W doesn’t think it’s fair for The Royal Bank of Scotland Plc (RBS) to use his payment protection insurance (PPI) compensation to reduce the debt from which he was discharged when his protected trust deed came to an end in 2007.backgroundIn November 2019 I issued my provisional decision.... (5 pages)View decision -
Decision Reference DRN3358736
11 Mar 2018 Lendable Ltd Not upheldBanking and creditMr J complains that Lendable Ltd (Lendable) irresponsibly provided him with a loan without making satisfactory checks that he could afford to repay it.backgroundMr J took out a fixed sum loan with Lendable in January 2017. The loan was for £15,000 and the total sum payabl... (3 pages)View decision -
Decision Reference DRN-5573222
21 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5573222 The complaint Mrs I complains that Monzo Bank Ltd is holding her liable for a loan and an overdraft she says were taken out by scammers. She accepts she moved the funds on from the loan, but says this was under the scammer’s instructions. What happened In August 2023, Mrs I ... (4 pages)View decision -
Decision Reference DRN-4777463
30 Jun 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4777463 The complaint Ms S complains that Vanquis Bank Limited agreed a repayment plan with her but then defaulted her account and passed it to a debt recovery agency. What happened Ms S holds a credit card account with Vanquis. The account fell into arrears and Vanquis sent a Notice o... (2 pages)View decision -
Decision Reference DRN-3360153
16 May 2022 Barclays Bank Plc Not upheldMortgagesDRN-3360153 The complaint Mr A, Mrs A, Mrs A and Ms A ’s complaint about Barclays Bank PLC (Barclays) relates to a judgment debt in Barclays favour. Barclays were asked to waive the debt and remove a Charging Order which they said they had done, when in fact they hadn’t. What happened Mr A... (3 pages)View decision -
Decision Reference DRN0313001
9 Aug 2016 Butler-Do Ltd Not upheldBanking and creditMiss T and her representative are unhappy about the advice she was given by Butler-Do Ltd to enter into a debt management plan. She says it was mis-sold to her and wasn’t the appropriate solution for her situation. She’d have been better becoming bankrupt. She wa... (2 pages)View decision
