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 DRN7495784
17 Sep 2014 Barclays Bank Plc Not upheldBanking and creditMrs D complained because Barclays Bank PLC is pursuing her for debts on a joint account held with her husband. Mrs D and her husband are in the process of divorcing. Mrs D says that the account was only ever used by her husband, and she wants to be removed from the account, and from ... (3 pages)View decision -
Decision Reference DRN-5669611
3 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5669611 The complaint Miss D is unhappy with Santander UK Plc. Miss D said Santander hadn’t fully made appropriate services available to her. She said she tried to contact Santander about repaying her debt but couldn’t due to the long phone wait times. Miss D said she had been subje... (4 pages)View decision -
Decision Reference DRN9333742
28 Oct 2015 Capital One (Europe) plc Not upheldBanking and creditMs H complains that Capital One (Europe) plc put a default on her credit file a number of years ago and the default is still there. She says that she thought the debt had been written off. She wants compensation. backgroundCapital One says it defaulted Ms H’s accoun... (2 pages)View decision -
Decision Reference DRN-5771852
22 Aug 2025 Fluent Money Limited UpheldMortgagesDRN-5771852 The complaint Mr B and Miss O complain that Fluent Money Limited gave them bad advice when it recommended they should take a secured second charge loan. What happened In December 2022, Fluent Money gave Mr B and Miss O mortgage advice. It recommended that they should take ou... (8 pages)View decision -
Decision Reference DRN-4479047
27 Nov 2023 Lowell Financial Ltd Not upheldConsumer CreditDRN-4479047 The complaint Mr M complains about the way that Lowell Financial Ltd (Lowell) has managed the collection of a debt in his name. What happened Lowell Portfolio I Limited bought an outstanding debt in Mr M’s name and appointed Lowell to manage it on its behalf. Mr M complained th... (3 pages)View decision -
Decision Reference DRN6591688
29 Apr 2014 Bank of Scotland Plc Not upheldBanking and creditMrs and Mr R complain that Bank of Scotland plc (trading as Halifax) gave them unsuitable advice when it recommended that they should re-mortgage and consolidate unsecured debts.our initial conclusionsOur adjudicator did not recommend that their complaint should be upheld. She said... (2 pages)View decision -
Decision Reference DRN4756381
13 Apr 2017 Sainsbury's Bank Plc Not upheldBanking and creditMr N complains that Sainsbury’s Bank plc is refusing to accept what he believes are fair offers to settle his debts. He’s also unhappy it won’t tell him what it’s willing to accept.backgroundMr N took out a loan for £10,000 in 2014 but a year later he faced fina... (2 pages)View decision -
Decision Reference DRN6783808
13 Jul 2017 Lloyds Bank PLC Not upheldBanking and creditMrs F complains about the way in which she has been treated by Lloyds Bank PLC.backgroundMrs F says that, following financial difficulties, she agreed to repay Lloyds £1 a month for a loan and current account debts. She says there are no problems with the loan repaymen... (2 pages)View decision -
Decision Reference DRN8094228
23 Jul 2015 Foundation for Credit Counselling Not upheldBanking and creditMr P complains that Foundation for Credit Counselling, trading as StepChange Debt Charity, gave him wrong advice.our initial conclusionsWhen Mr P asked StepChange for advice, it advised him to make token payments of £1 to his unsecured creditors. But Mr P says this has led to his cre... (2 pages)View decision -
Decision Reference DRN0661469
4 Oct 2017 Kapama Limited Not upheldBanking and creditMiss C’s unhappy that Kapama Limited is chasing her for a debt it says is outstanding. backgroundMiss C took out a loan and a few days before it was to be repaid she entered into a debt management plan. Since then the debt has been sold to Kapama and its chasing... (2 pages)View decision