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 77095 results
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Decision Reference DRN1224032
21 Apr 2015 Debts Solved Limited Not upheldBanking and creditMr D complains about the actions of Debts Solved Limited (trading as X-debt) when advising him about his options before he entered into an Individual Voluntary Arrangement (IVA). backgroundMr D entered into the IVA in 2009, when he had debts of nearly £60,000 which ... (2 pages)View decision -
Decision Reference DRN-2320752
24 May 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2320752 The complaint Ms E’s complaint is that The Royal Bank of Scotland Plc (RBS) used part of the compensation from the mis-sale of a payment protection insurance (PPI) policy to clear the arrears on a credit card. Ms E says all the compensation due should be paid directly to her as... (2 pages)View decision -
Decision Reference DRN-5576591
29 May 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5576591 The complaint Mrs K is unhappy with how Sainsbury’s Bank Plc, trading as Sainsbury’s Finance (Sainsbury’s) engaged with her about her credit card debt. What happened I issued my provisional findings to both parties setting out why I did not think Mrs K’s complaint should be... (4 pages)View decision -
Decision Reference DRN3046307
20 Jun 2013 Lloyds TSB Bank Plc UpheldBanking and creditThe three partners of a small, family business complain about the amount of money Lloyds TSB Bank Plc is seeking to recover from them.backgroundI issued my provisional decision in May 2013, a copy of which is attached and forms part of my final decision. My provisional decision set o... (3 pages)View decision -
Decision Reference DRN4665769
17 Jul 2013 Rozario Harris & Co Ltd Not upheldBanking and creditMr H complains about unsuitable mortgage advice given by Rozario Harris & Co Ltd (Rozario Harris).our initial conclusionsOur adjudicator didn’t recommend the complaint should be upheld. He considered the advice to have been suitable and to have met Mr H’s needs. Mr H disagreed a... (2 pages)View decision -
Decision Reference DRN2314955
15 Jul 2015 MBNA Limited Not upheldBanking and creditMr B complains that MBNA Limited (“MBNA”) is holding him responsible for the balance due on a credit card he didn’t apply for.backgroundIn August 2005 MBNA approved a card application in Mr B’s name. It transpired that Mr B himself hadn’t made the application, but hi... (2 pages)View decision -
Decision Reference DRN6247609
4 Aug 2017 Hoist Finance UK Limited Not upheldBanking and creditMr Y complains that Hoist Finance UK Limited have taken steps to pursue a debt against him which it does not own. He wants these steps to be undone.backgroundMr Y owed a debt to another company. This debt was sold to a third party, and that party was acquired by Ho... (2 pages)View decision -
Decision Reference DRN-2562330
3 Feb 2021 Hoist Finance UK Limited UpheldConsumer CreditDRN-2562330 The complaint Mr D has complained about Hoist Finance UK Limited defaulting his account. What happened In 2016, Hoist purchased a credit card debt of Mr D’s. He had a payment arrangement in place, and used a debt management company. In April 2019, Mr D’s debt management company... (4 pages)View decision -
Decision Reference DRN1263325
27 Dec 2017 Lloyds Bank PLC Not upheldBanking and creditMr A is unhappy that Lloyds Bank PLC passed a debt to an agency without warning him. backgroundMr A took out a loan with Lloyds in 2016. He lost his job the following year and struggled to make the monthly repayments. Mr A said he spoke to Lloyds and it agreed to... (2 pages)View decision -
Decision Reference DRN-4212938
28 Jun 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4212938 The complaint Mrs P complains Clydesdale Bank PLC trading as Virgin Money (Virgin) refused to accept her monthly payment offer to her credit card account, at a time she was experiencing financial difficulties. What happened Mrs P says due to a change in her financial circumstan... (4 pages)View decision