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 DRN0228524
5 Sep 2019 Bank of Scotland Plc UpheldBanking and creditMr T complains that Bank of Scotland Plc (trading as Halifax) treated him unfairly because it didn’t take account of his mental health problems in the way it communicated with him about his debt. As a result, he says he’s suffered a great deal of anxiety and hasn’t been able to manage his ... (2 pages)View decision -
Decision Reference DRN2565259
30 Dec 2013 National Westminster Bank Plc Not upheldBanking and creditMr O complains that National Westminster Bank Plc has recorded adverse information on his credit file.backgroundMr O says that he took out a credit card in December 2010 to help improve his credit rating. However, a friend obtained the card and personal identification number and used... (2 pages)View decision -
Decision Reference DRN6991513
11 Jul 2013 Mackenzie Hall Limited Not upheldBanking and creditMr A complains about being pursued for a debt by Mackenzie Hall Limited as he believes it did not have the authority to contact him.backgroundThe adjudicator did not recommend the complaint be upheld. She referred to a separate case where she had already explained why Mackenzie Hall had... (2 pages)View decision -
Decision Reference DRN6728619
9 Jul 2018 Cabot Credit Management Group Limited Not upheldBanking and creditMr F complains about accounts he had with Cabot Credit Management Group Limited (Cabot). He’s unhappy about being asked to repay the accounts and that no proof has been provided confirming he actually owed anything. Mr F believes he’s been bullied by Cabot into repay... (3 pages)View decision -
Decision Reference DRN-3693377
21 Nov 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3693377 The complaint Ms C complains that Barclays Bank UK PLC trading as Barclaycard didn’t add 8% compensatory interest to her refund. What happened Ms C received a refund form Barclaycard due to interest and fees that were incorrectly applied to her account. Ms C says that the refun... (2 pages)View decision -
Decision Reference DRN1206367
9 May 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B complain that the mortgage advice that they received from Legal & General Partnership Services Limited was unsuitable.background Mr and Mrs B had an existing mortgage and a number of unsecured debts. L&G recommended that they re-mortgage and consolida... (2 pages)View decision -
Decision Reference DRN5218166
19 Dec 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr C complains that Harrington Brooks (Accountants) Limited failed to tell him about the availability of free debt management services.backgroundMr C set up a debt management plan (DMP) with a different business in October 2012. HB took over the management of Mr C’s D... (2 pages)View decision -
Decision Reference DRN5661107
12 May 2014 MBNA Limited Not upheldBanking and creditMr G complains that MBNA Limited incorrectly recorded adverse information on his credit reference file.backgroundThe adjudicator did not recommend the complaint should be upheld. Mr G and MBNA made an agreement for a reduced repayment amount when his financial difficulties began in 2003... (2 pages)View decision -
Decision Reference DRN-5222395
19 Dec 2024 MBNA Limited UpheldConsumer CreditDRN-5222395 The complaint Mrs S says MBNA Limited irresponsibly lent to her. What happened Mrs S took out a loan for £8,000 over 60 months from MBNA on 23 November 2023. The monthly repayments were £201.81 and the total repayable was £12,108.60. Mrs S says she was already seriously inde... (3 pages)View decision -
Decision Reference DRN9099229
29 Aug 2014 R. Raphael & Sons Plc Not upheldBanking and creditMr F complains R. Raphael & Sons Plc (trading as Monument) paid a refund of charges to his account instead of to him directly .backgroundMr F had a credit card account with Monument. He paid for a payment break plan (PBP) which he later complained to Monument was mis-sold. Monum... (1 page)View decision