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 77331 results
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Decision Reference DRN5473539
14 Aug 2014 HSBC Bank plc Not upheldBanking and creditMrs A has dissolved a former business partnership and complains that HSBC Bank Plc is still pursuing her for repayment of all partnership borrowing. backgroundIn April 2013 Mrs A told her business partner that she wanted to dissolve their partnership and a deed was signed to do this, ba... (2 pages)View decision -
Decision Reference DRN-2934900
28 Mar 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-2934900 The complaint Mr H complains that Shawbrook Bank Limited didn’t carry out sufficient checks before giving him a substantial loan. He’d like the interest removed and the loan deleted from his credit file. What happened In January 2020 Mr H applied for a loan with Shawbrook. And ... (4 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 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 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 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 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 DRN-5888975
23 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5888975 The complaint Ms R is unhappy that Clydesdale Bank Plc, trading as Virgin Money, are reporting late payments to her credit file. What happened Ms R has a credit card account with Virgin. In 2024, Ms R unfortunately began experiencing financial difficulty and engaged with a d... (2 pages)View decision -
Decision Reference DRN-3555412
24 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3555412 The complaint Mr T has complained that Barclays Bank UK Plc, trading as Barclaycard, irresponsibly lent to him. What happened Mr T opened a credit card account with Barclaycard in October 2016 with an initial credit limit of £1,200. His credit limit was increased to £1,600 in F... (4 pages)View decision