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
-
Decision Reference DRN-5010226
9 Sep 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-5010226 The complaint Mr D complains about the way Oodle Financial Services Limited, trading as Oodle Car Finance, (“Oodle”) managed the end of his contract when he voluntarily terminated a car finance agreement. What happened Mr D entered into a hire agreement with Oodle for a use... (3 pages)View decision -
Decision Reference DRN-5590727
16 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5590727 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr S was approved for a Virgin Money credit card in December 2021 with a £3,800 credit limit. Mr S says that this was lent irresponsibly to him. Mr S made a... (3 pages)View decision -
Decision Reference DRN5505919
26 Apr 2016 Erudio Student Loans Limited Not upheldBanking and creditMs C complains about correspondence received from Erudio Student Loans Limited.backgroundErudio wrote to Ms C about an outstanding loan. She had fallen into arrears with her payments and it had taken some time for it to contact her again.The letter also referred t... (2 pages)View decision -
Decision Reference DRN6818303
10 Dec 2018 Barclays Bank UK PLC Not upheldBanking and creditMr F complained to Barclays Bank UK Plc about a debt that he says isn’t his. He’s unhappy with how it’s impacted his credit file and how Barclays handled his complaint.background Last autumn Mr F got a credit card statement from Barclays saying he owed them money. Mr F ... (4 pages)View decision -
Decision Reference DRN-5982471
28 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5982471 The complaint 1. Mr S is unhappy with Clydesdale Bank Plc’s handling of his credit card. What happened 2. I issued my provisional findings to both parties setting out why I thought Mr S’s complaint should be upheld in part and invited both parties to provide any further sub... (8 pages)View decision -
Decision Reference DRN8373770
15 Oct 2018 Ulster Bank Ltd Not upheldBanking and creditMr and Mrs H are unhappy that Ulster Bank Ltd has recovered money owing to it through court enforcement action after saying it wouldn’t pursue the debt.backgroundMr and Mrs H say that in 2016 Ulster Bank confirmed in letter that although they remained liable for money ... (3 pages)View decision -
Decision Reference DRN6255264
26 Jun 2017 Arrow Global Limited Not upheldBanking and creditMr N complains that Arrow Global Limited is wrongly recording a default on his credit file.backgroundArrow Global purchased Mr N’s debt from his bank. Mr N says he disputed the overdraft and charges with his bank at the time. He provided a letter from a credit r... (2 pages)View decision -
Decision Reference DRN-2586541
9 Mar 2021 Erudio Student Loans Limited UpheldConsumer CreditDRN-2586541 The complaint Miss P complains that Erudio Student Loans Limited didn’t update her address and gave her misleading information when she called it. What happened Miss P says she spoke to Erudio to change her address. She says she was told during that call that her account would ... (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 DRN0721981
15 Aug 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr Y complains that Lloyds TSB Bank plc (“Lloyds TSB”) gave wrong information to the administrator of his debt management program which meant that the payments towards his loan stopped being made.background The administrator of Mr Y’s debt management program paid a monthly payment into... (2 pages)View decision