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 DRN-3064550
14 Oct 2021 Admiral Financial Services Ltd Not upheldConsumer CreditDRN-3064550 The complaint Mr A complains Admiral Financial Services Limited shouldn’t have offered him a personal loan as it wasn’t affordable for him. Mr A is represented in this complaint by his wife, but to keep things simple I’ll only refer to Mr A. What happened In April 2018, Mr A ap... (3 pages)View decision -
Decision Reference DRN1727628
23 Aug 2017 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr and Mrs H’s complaint is about how The Royal Bank of Scotland Plc (RBS) used the compensation due to them for a mis-sold payment protection insurance (PPI) policy.backgroundMr and Mrs H complained to RBS that the PPI on an overdraft facility on their joint bank ac... (7 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 DRN-3755365
28 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3755365 The complaint Mr M is unhappy that Santander UK Plc defaulted his account and passed his overdraft over to a debt collection agency. What happened Mr M had a current account with Santander, which had an arranged overdraft facility. In April 2020, Santander wrote to Mr M to let ... (3 pages)View decision -
Decision Reference DRN0814982
17 Sep 2019 Barclays Bank UK PLC UpheldBanking and creditMr M is unhappy that Barclays Bank UK PLC is reporting a mortgage shortfall debt on his credit file. Mr M says that the mortgage account (and the Mortgage Current Account - MCA) were both included in his Individual Voluntary Arrangement (IVA). The mortgage account was in the joint names of... (3 pages)View decision -
Decision Reference DRN9999799
14 Oct 2013 Credit Solutions Limited Not upheldBanking and creditMrs A complains that Credit Solutions Limited gave her conflicting advice on the amount she would need to pay to settle an outstanding debt.background Mrs A had an outstanding balance on a credit card. The card provider passed the debt to Credit Solutions. Mrs A was expecting a paymen... (2 pages)View decision -
Decision Reference DRN5360273
23 Jul 2014 Blue-Print Mortgages Ltd Not upheldBanking and creditThrough a claims management company, Mr and Mrs T complain that a mortgage arranged for them by Blue-Print Mortgages Ltd was unsuitable. In particular they say the advice to consolidate unsecured debts and to reduce the mortgage term was wrong in their circumstances.our initial ... (2 pages)View decision -
Decision Reference DRN6393917
22 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditComplaintMr J complains that Lloyds Bank PLC incorrectly changed his address and date of birth which led to a drop in his credit score while he was applying for a mortgage. As a result, Mr J had to borrow funds to partially repay a credit card debt. BackgroundMr J moved home and visited Ll... (2 pages)View decision -
Decision Reference DRN-4198367
9 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4198367 The complaint A limited company, which I’ll refer to as B, complains that Barclays Bank UK PLC obstructed its attempts to clear the arrears on its Bounce Back Loan (“BBL”). B also complains that Barclays withdrew its online banking and made it difficult for it to use its curren... (6 pages)View decision -
Decision Reference DRN-3290888
15 Sep 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3290888 The complaint Mr and Mrs B remain unhappy with the way Union Reiseversicherung AG (‘URV’) handled a claim made on their travel insurance policy. Any references to URV include its costs containment agents. What happened Mr and Mrs B had the benefit of a multi-trip travel insuran... (7 pages)View decision
