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 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 -
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 DRN-3897937
24 Jan 2023 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-3897937 The complaint Mr W complains Capquest Debt Recovery Limited are pursuing him for a debt that isn’t his. What happened Capquest took ownership of an account from a lender – the account opened in July 2003. In July 2004, Capquest say the account defaulted and the outstanding bala... (4 pages)View decision -
Decision Reference DRN5681793
27 Dec 2017 HSBC Bank plc Not upheldBanking and creditMiss J complained about overdraft charges on her account with HSBC Bank Plc. She wants a refund of the charges, going back for the last six years.backgroundIn September 2017, Miss J wrote to HSBC about the overdraft charges on her account. She said she’d had several me... (2 pages)View decision -
Decision Reference DRN3400943
21 Aug 2014 HSBC Bank plc Not upheldBanking and creditMr V complains that HSBC Bank Plc failed to administer his managed loan arrangement properly and registered an adverse notice on his credit file.background Mr V encountered financial difficulties and approached HSBC in late 2012. Mr V and the bank agreed to consolidate his debts into a ma... (2 pages)View decision -
Decision Reference DRN0218182
1 Nov 2017 Bridgewater Support Solutions Ltd Not upheldBanking and creditMrs S complains that Bridgewater Support Solutions Limited, trading as DFH, didn’t tell her that she could claim a refund of interest and charges from short term lenders when it was advising her about a debt management plan. backgroundMrs S contacted DFH about her d... (2 pages)View decision -
Decision Reference DRN8906244
27 Feb 2015 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about Aviva Insurance Limited’s decision to decline his claim for legal assistance on his business policy.All references to Aviva Insurance Limited include reference to its claims-handling agents.backgroundIn 2009 Mr T took out a policy covering his business underwritten ... (3 pages)View decision -
Decision Reference DRN-5470354
15 Apr 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5470354 The complaint Mr C complains that MBNA Limited accepted funds from his pension to settle his credit card accounts when it knew he was in a vulnerable situation. What happened Mr C had two credit cards with MBNA. In early 2020, Mr C told MBNA he had faced difficulties with h... (4 pages)View decision -
Decision Reference DRN1555672
25 Oct 2019 Advanced Payment Solutions Limited UpheldBanking and creditComplaintMr P says Advanced Payment Solutions Limited (trading as CashPlus) irresponsibly lent to him.BackgroundI sent my provisional decision on 30 September 2019. A copy of my provisional decision is attached and forms part of this final decision.My provisional decision sets out the back... (6 pages)View decision -
Decision Reference DRN1963142
24 Jan 2017 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMiss B complains that Harrington Brooks (Accountants) Limited (“HB”) gave her unsuitable and misleading advice when entering into a debt management plan.A claims management company is representing Miss B in bringing her complaint. But for ease of reading, I’ll refer to ... (2 pages)View decision