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 70502 results
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Decision Reference DRN-4908387
16 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4908387 The complaint Mrs C complains that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) acted unfairly and disproportionately when they reported a default on her credit card to Credit Reference Agencies (‘CRAs’) for a debt of £11.04. Mrs C would like her credit rating to ... (5 pages)View decision -
Decision Reference DRN2790963
15 May 2014 Santander UK Plc Not upheldBanking and creditMs K complains about what Santander UK plc did after she was the victim of a job scam. She phoned the bank and, based on what was said, she withdrew money from her account. Two days later Santander debited a fraudulent cheque for £2,200, sending the account into unauthorised overdraf... (2 pages)View decision -
Decision Reference DRN-1632462
1 Apr 2020 Arrow Global Limited Not upheldBanking and PaymentsDRN-1632462The complaintMr L is unhappy with Arrow Global Limited’s handling of his credit card balance. He thinks they bought his debt unfairly from his credit card provider. What happenedMr L has a credit card. Due to some financial difficulties over the last couple of years, Mr L entere... (2 pages)View decision -
Decision Reference DRN-2901209
30 Jun 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-2901209 The complaint Mr T thinks Capital One (Europe) plc acted irresponsibly by approving two credit cards he couldn’t afford and by increasing the credit limit on one of them. What happened Capital One approved the first of Mr T’s credit cards in October 2016 (account one) and set ... (7 pages)View decision -
Decision Reference DRN9880198
29 May 2013 NEO Media Solutions Limited UpheldBanking and creditMrs D complains that NEO Media Solutions Limited (trading as One Debt Solution) did not distribute payments to her creditors.our initial conclusionsOur adjudicator recommended that the complaint be upheld. She concluded that the plan One Debt Solution set up for Mrs D did not me... (2 pages)View decision -
Decision Reference DRN0874546
6 Apr 2016 LRUK (RETAIL) LIMITED UpheldBanking and creditMrs M complains that LRUK (RETAIL) LIMITED (trading as La Redoute) has not been treating her reasonably regarding arrears on her catalogue shopping account.backgroundBy 2010 Mrs M owed about £1,500 on the account and told La Redoute she was in financial difficulties. The ... (2 pages)View decision -
Decision Reference DRN9759538
12 Jun 2018 Clydesdale Bank Plc Not upheldBanking and creditMr A complains that Clydesdale Bank Plc sold his debt to a third party company without telling him and is concerned that may affect his credit file. He also complains about how he was dealt with when he tried to speak to Clydesdale about this.backgroundMr A’s loan acc... (2 pages)View decision -
Decision Reference DRN4471596
18 Apr 2016 Vanquis Bank Limited UpheldBanking and creditMr A complains that Vanquis Bank Limited unfairly recorded a default on his account and arranged unnecessary debt collection activity. background Mr A was having payment difficulties. Vanquis sent him an email in August 2015 offering him a payment plan. If he kept t... (2 pages)View decision -
Decision Reference DRN-4860459
16 Jul 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4860459 The complaint Mrs E complains that Vanquis Bank Limited hasn’t refunded a credit card transaction which she says she didn’t authorise. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them in detail again here. But I’ll pro... (3 pages)View decision -
Decision Reference DRN4236554
10 Dec 2019 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs W are unhappy with the mortgage advice they received from an appointed representative of Legal & General Partnership Services Limited (“L&G”). Mr and Mrs W are represented in bringing this complaint by a claims management company (“CMC”). backgroundMr and Mrs W remortgag... (4 pages)View decision
