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 DRN8410043
10 Aug 2017 Southern Pacific Securities 05-2 Plc UpheldBanking and creditMr and Mrs B complain that Southern Pacific Securities 05-2 Plc (“SPS”) wrongly added £1,000 in legal fees to their account.backgroundThe dispute between Mr and Mrs B and SPS goes back many years, and has been subject to two previous decisions from ombudsman colleag... (2 pages)View decision -
Decision Reference DRN4393538
4 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMr F complains that Barclays Bank Plc trading as Barclaycard did not stand by its offer to settle his credit card debt. backgroundMr F found himself in financial difficulties and fell into arrears with his credit card. In 2011 he entered into an arrangement with Barclaycard to make small... (1 page)View decision -
Decision Reference DRN0615332
3 Jul 2015 MKDP LLP Not upheldBanking and creditMr D complains about a default on his credit file. He wants MKDP LLP to remove it and to agree to a repayment plan he offered.background Mr D had a bank account which was overdrawn by over £450. In 2011 his bank closed the account and sold the debt to a debt c... (2 pages)View decision -
Decision Reference DRN-4319391
16 Oct 2023 National Westminster Bank Plc Not upheldConsumer CreditDRN-4319391 The complaint Mr C complains that National Westminster Bank Plc (‘NatWest’) irresponsibly gave him two loans that he couldn’t afford. What happened On 10 September 2021 Mr C asked for and was given a loan for £5,000 which had a term of 24 months. The purpose of the loan was to ... (3 pages)View decision -
Decision Reference DRN9999907
26 Apr 2013 Clydesdale Bank Plc Not upheldBanking and creditMr M complains about charges applied to his current account; that Clydesdale Bank Plc (trading as Yorkshire Bank) added his overdraft to a loan without his knowledge and that this has caused him financial difficulties. backgroundMr M applied for a loan with weekly repayments in July 20... (1 page)View decision -
Decision Reference DRN-2210177
22 Feb 2021 National Westminster Bank Plc Not upheldConsumer CreditDRN-2210177 The complaint Mr L’s complaint about National Westminster Bank Plc (NatWest) relates to the management of his debt through debt recovery agents. He feels his debt has been repaid in full and ought not to have pursued. What happened In 2009 Mr L entered into a loan with NatWest ... (3 pages)View decision -
Decision Reference DRN-5247925
26 Feb 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5247925 The complaint Mr F complains that The Royal Bank of Scotland Plc (RBS) did not provide the requested statement of account to prove the correct balance on his outstanding debt. What happened Mr F says he had an outstanding RBS debt that was passed to a debt collection agency... (2 pages)View decision -
Decision Reference DRN5920050
8 Oct 2019 Kapama Limited UpheldBanking and creditComplaintMr C complains that Kapama Limited unfairly administered his account concerning the amount and validity of the debt.BackgroundMr C took out a loan for £100 with lender M in November 2012. M entered liquidation and Mr C’s debt was sold to Kapama Limited. Mr C’s account balance with... (3 pages)View decision -
Decision Reference DRN-5468700
26 Aug 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5468700 The complaint Mr W, through his representative, complains that Western Circle Ltd trading as Cashfloat lent to him irresponsibly. What happened This table gives a brief summary of the lending Western Circle approved for Mr W. Loan Approved Amount Terms Status 1 2 July 2024 £... (3 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