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 74313 results
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Decision Reference DRN9181201
15 Jan 2018 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr A is unhappy with how National Westminster Bank Plc (‘NatWest’) has resolved his complaint about a payment protection insurance (‘PPI’) policy attached to a loan. backgroundIn February 2007 Mr A took out a loan with NatWest. As well as that loan Mr A borrowed a... (3 pages)View decision -
Decision Reference DRN-1352609
13 Feb 2020 Madison CF UK Limited Not upheldConsumer CreditDRN-1352609The complaintMr W complains that Madison CF UK Limited sold his debt to a third party and recorded a default without telling him beforehand. What happenedMr W took out a £3,000 loan with Madison around January 2019. The loan was arranged to run for a 24-month term and Mr W was d... (3 pages)View decision -
Decision Reference DRN-4837344
9 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4837344 The complaint Mrs F complained that Barclays Bank UK PLC (trading as Barclaycard) held her responsible for a debt linked to a credit card she said she didn’t apply for. She wants compensation for the distress this has caused her. What happened Both sides are familiar with the c... (3 pages)View decision -
Decision Reference DRN-2183365
29 Sep 2020 TSB Bank plc UpheldBanking and PaymentsDRN-2183365The complaintMr B complains that TSB Bank plc didn’t remove a default notice on his credit file having been directed to do so by an ombudsman. He also complains that it unfairly defaulted a second account. What happenedMr B had a complaint investigated by this service after TSB ... (3 pages)View decision -
Decision Reference DRN-5840745
30 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5840745 The complaint Mrs N on behalf of Miss N complains that NewDay Ltd trading as Fluid Credit Card (NewDay) lent to her irresponsibly. What happened Miss N opened a credit card account with NewDay in January 2022 with a credit limit of £1,500. Miss N complained to NewDay about... (3 pages)View decision -
Decision Reference DRN8425734
10 May 2018 Tesco Personal Finance PLC Not upheldBanking and creditMr B complains that Tesco Personal Finance Plc took back all at once the whole amount of a refund it had previously given him, which made his financial difficulties worse. backgroundMr B told Tesco that a number of ATM withdrawals on his card were fraudulent. Tesco ... (2 pages)View decision -
Decision Reference DRN9236940
28 Apr 2016 Legal & General Partnership Services Limited Not upheldBanking and creditMrs D, who is represented by a solicitors’ firm, complains that Legal and General Partnership Services Limited (“Legal & General”) mis-sold her a mortgage.backgroundI issued a provisional decision in this case on 11 March 2016. In that provisional decision, which is att... (4 pages)View decision -
Decision Reference DRN8992728
4 Jan 2019 Bank of Scotland Plc Not upheldBanking and creditMr F complains that Bank of Scotland plc (trading as Halifax) reported adverse information about him to credit reference agencies when he was on a debt management plan.backgroundMr F had a significant amount of unsecured debt including an overdraft with Halifax. He was... (2 pages)View decision -
Decision Reference DRN0381654
3 Feb 2015 Bank of Scotland Plc Not upheldBanking and creditMr C complains that Bank of Scotland plc acted unfairly when it sold his credit card debt onto a third party debt recovery agency, without first offering settlement terms to him at the same discounted figure. Especially since Mr C had already made repayment offers and the bank knew he w... (2 pages)View decision -
Decision Reference DRN-2978237
31 Aug 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2978237 The complaint Mrs A complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) lent to her irresponsibly. What happened In December 2015, Mrs A applied for a Barclaycard on a balance transfer offer. It was agreed with a limit of £3800. In June 2016, Barclaycard of... (3 pages)View decision
