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 DRN7610844
6 Oct 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs F are unhappy that The Royal Bank of Scotland plc (RBS) used proceeds from the sale of their home to repay other unsecured debts with RBS. To resolve this complaint Mr and Mrs F want RBS to pay the balance of the sale proceeds to them.backgroundIt’s Mr a... (2 pages)View decision -
Decision Reference DRN-2934853
21 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2934853 The complaint Ms S complains that NewDay Ltd trading as Marbles irresponsibly allowed her to open a credit card account which was unaffordable. What happened Ms S says the Marbles credit card account was unaffordable from the time it was opened, and that Marbles didn’t carry ou... (3 pages)View decision -
Decision Reference DRN9377079
12 Sep 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr Q complains that The Royal Bank of Scotland Plc is wrongly pursuing him for repayment of a debt.backgroundMr Q says that, in 2008, a loan of £7,000 was taken out by his late wife and he was the guarantor. He says that unknown to him, Mrs Q consolidated the loan in 2010 but he was u... (2 pages)View decision -
Decision Reference DRN-2062735
13 Aug 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2062735The complaintMr M complains that Bank of Scotland plc trading as Lloyds Bank (Lloyds) incorrectly handled his chargeback claim. What happenedIn July 2019 Mr M said a debt collection company came to his home and said he owed a debt to his Council. Mr M says he wasn't aware o... (3 pages)View decision -
Decision Reference DRN-5470778
24 Apr 2025 Lendable Ltd Not upheldConsumer CreditDRN-5470778 The complaint Mr M, through a representative, says Lendable Ltd irresponsibly lent to him. What happened Mr M took out a 48-month instalment loan for £4,535 from Lendable on 29 December 2022. The monthly repayments were £191.43 and the total repayable was £9,173.79. All repa... (3 pages)View decision -
Decision Reference DRN-5331042
19 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5331042 The complaint Mrs M complains that Lloyds Bank PLC won’t reimburse her for payments and a cash advance made from her credit card as the result of a scam. Mrs M also complains that Lloyds transferred her credit card debt to a debt collection firm, when she was led to believe ... (5 pages)View decision -
Decision Reference DRN0891443
21 Aug 2015 Lloyds Bank PLC UpheldPayment protection insurance (PPI)Mr A’s complaint is about a payment protection insurance (PPI) policy sold to him by Lloyds Bank PLC.Mr A’s main complaint is that he says Lloyds’ actions caused him to lose the opportunity to “short-settle” his credit card account for £3,300. Lloyds later sold th... (7 pages)View decision -
Decision Reference DRN4291087
24 May 2019 National Westminster Bank Plc Not upheldBanking and creditMr R complains that National Westminster Bank Plc (“Natwest”) hasn’t paid him enough money as a result of it accepting that it had mis-sold him a packaged bank account. He says that Natwest has incorrectly used some of the money to “off set” debt – as he cleare... (3 pages)View decision -
Decision Reference DRN-3054042
28 Oct 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3054042 The complaint Mr L said that ill health had affected his income, so he’d entered into a debt management plan, and reached an agreement to repay Santander UK Plc as part of that. But he said that Santander was trying to change this agreement, which wasn’t fair or lawful. What ha... (3 pages)View decision -
Decision Reference DRN9999216
5 Feb 2016 Shop Direct Finance Company Limited UpheldPayment protection insurance (PPI)Miss M’s complaint is about the mis-sale of a payment protection insurance (PPI) policy and the way Shop Direct Finance Company Limited has used the compensation it offered to put things right.background Miss M complained that Shop Direct mis-sold her a PPI policy ... (2 pages)View decision