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 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 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 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 DRN3456365
7 Sep 2018 NewDay Ltd Not upheldBanking and creditMr M complains NewDay Ltd (Marbles) unfairly defaulted his account and shared his personal information with a debt collector without his permission. He wants compensation and for the account to be returned from the debt collector.backgroundMr M tells us he made a paymen... (2 pages)View decision -
Decision Reference DRN1155693
11 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMr V complains that Bank of Scotland Plc (“BoS”) has not treated him positively or sympathetically, pursuing him for repayment of a debt, when he was unwell. He also complains that they are seeking repayment of a credit card debt when he says he has never held a credit card. background... (2 pages)View decision -
Decision Reference DRN4106538
28 Jun 2013 HSBC Bank plc Not upheldBanking and creditMr T complains that when his employer accidentally paid his salary into his closed account with HSBC, HSBC Bank Plc (trading as HSBC) used the money to repay a debt owed by Mr T to HSBC even though a repayment plan was in place. Mr T asks that HSBC writes off his debt and pays him com... (2 pages)View decision -
Decision Reference DRN3072994
24 Mar 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMrs H complains about a repayment plan with Shop Direct Finance Company Limited. She complains that it is unfair that Shop Direct is asking for the arrears to be repaid when her repayment plan ended.backgroundMrs H has an account with Shop Direct. She wrote to Shop... (2 pages)View decision -
Decision Reference DRN7449427
20 Jan 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs A complain that Lloyds Bank plc is wrongly asking them to repay a debt for their limited company which is now dissolved. backgroundMr and Mrs A bought a business in 2005 and asked Lloyds for a loan. The bank refused to lend to them as they couldn’t provide it with enough fin... (2 pages)View decision -
Decision Reference DRN9856252
22 Sep 2014 Clydesdale Bank Plc UpheldPayment protection insurance (PPI)Mrs A’s complaint is about the amount of compensation she should receive from Clydesdale Bank Plc (“Clydesdale”). Mrs A believes she should receive all of the compensation payable directly to her.backgroundClydesdale has agreed to compensate Mrs A and in September 2012 made an off... (2 pages)View decision -
Decision Reference DRN2632826
30 Jan 2015 NRAM plc Not upheldBanking and creditMs E and Mr B complain that Northern Rock (asset management) plc, trading as NRAM, continued to charge interest despite Ms E entering into an individual voluntary arrangement (IVA). They want the bank to refund half of the interest added to the loan during the period of the IVA.o... (2 pages)View decision