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 70370 results
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Decision Reference DRN0766578
19 Jun 2015 Casheuronet UK LLC UpheldBanking and creditMrs H has complained that Casheuronet UK LLC, trading as Quick Quid, is asking her to pay for a loan when she never received the money.backgroundMrs H applied for a loan of £150 from Quick Quid in March 2014. She never received the money but started getting Quick Quid ... (2 pages)View decision -
Decision Reference DRN3652015
15 Nov 2016 Link Financial Outsourcing Limited UpheldBanking and creditMr L complains that Link Financial Outsourcing Limited should have applied a default registration to his account at an earlier date.backgroundMr L says that in December 2008 he found himself in financial difficulties and could no longer maintain the minimum repayments... (2 pages)View decision -
Decision Reference DRN0276810
12 Aug 2013 Liverpool Victoria Friendly Society Limited UpheldPayment protection insurance (PPI)This complaint is about a single premium payment protection insurance policy (‘PPI’) sold in conjunction with a loan by Liverpool Victoria Friendly Society Limited (LV). It has agreed to provide redress in relation to this. However, Mr B (who is represented by a claims management compan... (2 pages)View decision -
Decision Reference DRN5640303
18 Apr 2017 Baines & Ernst Limited Not upheldBanking and creditMrs G, represented by a complaints management company (CMC), complains that Baines & Ernst Limited (the business) mis-sold her a debt management plan (DMP).backgroundMrs G set up a DMP in 2011. She says that she was not made aware of the set up fees before she ... (2 pages)View decision -
Decision Reference DRN6373213
6 Jan 2017 Moorgate Loan Servicing Limited Not upheldBanking and creditMr P complains that Moorgate Loan Servicing Limited should have recorded a default against him sooner.backgroundIn December 2011, Moorgate purchased Mr P’s debt from another company. There was a period of transition during the transfer process. Mr P’s account was fully ... (2 pages)View decision -
Decision Reference DRN9476435
25 Feb 2015 AIB Group (UK) Plc Not upheldBanking and creditMr G complains that AIB Group (UK) Plc (trading as First Trust Bank) wrongly issued a termination notice for his credit card account. When it reinstated the account it reduced his credit card limit.backgroundIn July 2014 First Trust received a letter from a debt management company say... (2 pages)View decision -
Decision Reference DRN-5503771
28 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5503771 The complaint Mrs T complains that Barclays Bank UK PLC, trading as Barclaycard, were unreasonable to transfer her debt to a third party and failed to pass on the correct contact details. What happened In October 2023 after Barclays defaulted a credit card debt Mrs T had wit... (2 pages)View decision -
Decision Reference DRN1254260
7 Feb 2019 Gregory Pennington Limited Not upheldBanking and creditMr and Mrs K complain about the advice they received from Gregory Pennington Limited (“GPL”) in relation to their debt management plan.backgroundMr and Mrs K say they had a debt management plan (“DMP”) with GPL between 2004 and 2012. They say they asked about an i... (2 pages)View decision -
Decision Reference DRN1539163
23 Mar 2015 Santander UK Plc Not upheldBanking and creditMiss T complains about the way that Santander UK Plc dealt with her personal loan account during an extended period of ill-health and financial difficulty. She also complains that the bank proposes to use the payment protection insurance (“PPI”) refund it has offered t... (4 pages)View decision -
Decision Reference DRN5670828
21 Mar 2016 National Westminster Bank Plc Not upheldBanking and creditMiss L complains that National Westminster Bank Plc (NatWest) acted irresponsibly when it gave her an overdraft facility and didn’t do enough checks to make sure she could afford it. Miss L is represented by her mother Mrs L. backgroundMiss L applied online for overdra... (2 pages)View decision
