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 DRN2636682
10 Dec 2014 Next Step Mortgages Ltd Not upheldBanking and creditMr N complains that he was mis-sold a mortgage by Next Step Mortgages Ltd.backgroundMr N took out a mortgage to buy his property in 2004, arranging the mortgage through Next Step. By 2007, he was in financial difficulty. He was in arrears on his mortgage and his unsecured debt. His mor... (2 pages)View decision -
Decision Reference DRN-2520260
3 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2520260 The complaint Mr L is concerned that balances Barclays Bank UK PLC say are owing on two accounts are incorrect, and he is unhappy that these accounts were sold to a debt purchasing company. What happened Mr L had two credit accounts with Barclays. Mr L was shocked to be advised... (2 pages)View decision -
Decision Reference DRN-4745597
1 Aug 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4745597 The complaint Mr K is unhappy that American Express Services Europe Limited (“AmEx”) closed his credit card account and transferred the resulting debt to a debt collection agency (“DCA”) without his having an opportunity to address AmEx’s concerns. What happened Mr K held a ... (3 pages)View decision -
Decision Reference DRN-5957545
13 Jan 2026 Fluent Money Limited UpheldMortgagesDRN-5957545 The complaint Mr S’ complaint relates to a second charge mortgage he was recommended by Fluent Money Limited in 2023. He believes that the mortgage was mis-sold to him as it was unsuitable, the advice process was coercive, there was a lack of transparency in the process and ... (5 pages)View decision -
Decision Reference DRN8966820
7 Aug 2014 Capital One (Europe) plc UpheldBanking and creditMs U complains through a relative about charges applied to her credit card by Capital One (Europe) plc. She would like it to refund the difference between the payments she made and the debt, pay compensation for mis-sold payment protection insurance (PPI), cancel the debt and remove it f... (4 pages)View decision -
Decision Reference DRN6220427
8 Oct 2013 Lloyds Bank PLC Not upheldBanking and creditMr K complains that Lloyds TSB Bank Plc is wrongly holding him liable for the entire debt from a business loan. He says the bank has already been paid 75% of the debt under a government guarantee scheme.backgroundMr K was a sole trader and in 2008 he took out a business loan which was b... (2 pages)View decision -
Decision Reference DRN6973195
5 Apr 2017 Lloyds Bank PLC Not upheldBanking and creditMr B complains about an outstanding balance which remains on his credit card account with Lloyds Bank PLC despite a debt management plan being in place. Mr B has been assisted in bringing his complaint by his wife. backgroundIn February 2011 Mr B told Lloyds, via a de... (3 pages)View decision -
Decision Reference DRN1391636
4 Jun 2015 HSBC Bank plc Not upheldBanking and creditMr E complains that HSBC Bank Plc failed to send him a copy of his credit agreement. He says that until he is sent it, his credit card debt is unenforceable.backgroundIn 1982 Mr E obtained a credit card from HSBC. In 2011 he wrote to HSBC to request a copy of his... (3 pages)View decision -
Decision Reference DRN-2928825
16 Nov 2021 TSB Bank plc Not upheldMortgagesDRN-2928825 The complaint Mr and Mrs B complain that TSB Bank plc (“TSB”) won’t allow them to repay some of their mortgage using a credit card. What happened Mrs B says she has a current account, saving account, and mortgage with TSB. She took out a credit card with TSB and hoped to take a... (3 pages)View decision -
Decision Reference DRN1365589
30 Sep 2015 Barclays Bank Plc UpheldBanking and creditMr J is unhappy that Barclays Bank PLC is asking him to repay a debt he says was caused by his ex-wife’s spending.background Mr J has a current account with Barclays. The account was originally in his name only. But in 2005, Mr J’s wife – now ex-wife - was added t... (4 pages)View decision