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 DRN-5680439
1 Oct 2025 Gain Credit LLC UpheldConsumer CreditDRN-5680439 The complaint Mr F complains that Gain Credit LLC trading as Lending Stream was irresponsible in its lending to him. His complaint is about the loan provided in October 2024. Mr F wants all interest and charges refunded along with statutory interest and to only be liable to ... (3 pages)View decision -
Decision Reference DRN6581348
22 Jan 2016 Sainsbury's Bank Plc Not upheldBanking and creditMrs B complains that Sainsbury’s Bank Plc recorded inaccurate information on her credit file. She also complains about poor customer service.backgroundMrs B had a loan and a credit card with Sainsbury’s. In 2008 she was made redundant. In January 2009 she agreed to re... (3 pages)View decision -
Decision Reference DRN3854549
20 Sep 2018 HSBC Bank plc UpheldBanking and creditMr M complains about how HSBC Bank Plc managed his credit card account in 2016 and 2017.backgroundMr M said that he’d got into some financial difficulties. He said that he’d spoken to HSBC about that in 2016, and it had agreed to freeze the interest on his credit c... (5 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 DRN8664270
10 Jul 2014 Black Horse Limited Not upheldBanking and creditMr and Mrs M complain that Black Horse Limited mis-sold them a personal loan.backgroundMr and Mrs M say their loan from Black Horse was mis-sold because (a) Mrs M’s mental capacity was affected by a serious health condition and (b) it was not affordable. The adjudicator did not recommend... (1 page)View decision -
Decision Reference DRN1434356
15 Jul 2015 Nationwide Building Society UpheldPayment protection insurance (PPI)Mr N has complained about the way Nationwide Building Society (“Nationwide”) wants to use his compensation following his complaint about the mis-sale of a payment protection insurance (“PPI”) policy.backgroundMr N took out a loan with Nationwide in 2001 and bought a PPI ... (3 pages)View decision -
Decision Reference DRN1292863
6 Dec 2016 Gregory Pennington Limited Not upheldBanking and creditMr and Mrs C, represented by a claims management company (CMC), complain that the debt management plan (DMP) Gregory Pennington Limited (the business) advised them to enter into was not the most suitable debt solution. They also complain that the business did not tell... (2 pages)View decision -
Decision Reference DRN2679877
5 Mar 2015 Barclays Bank Plc Not upheldBanking and creditMr A complains about the way that Barclays Bank Plc has dealt with his account and that the bank has ended up holding him liable for a debt on the account that he says he should not be responsible for.backgroundIn September 2012, a cheque was deposited into Mr A’s account that subsequ... (2 pages)View decision -
Decision Reference DRN1285961
13 Nov 2014 NRAM plc UpheldBanking and creditThis complaint is about an unsecured loan to which Miss K is a joint party, along with her former partner (whom I shall refer to as “Mr L”). Miss K complains that by its handling of the payment arrangement that she negotiated, separately from the one NRAM negotiated with Mr L, NRAM plc... (5 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