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 DRN1943450
5 Mar 2020 MBNA Limited UpheldBanking and creditComplaintMr K complains that MBNA Limited took too long to apply a default after he wasn’t able to maintain the full payments to his credit card. BackgroundThe background to this complaint and my initial conclusions were set out in my provisional decision – a copy of which is attached and ... (4 pages)View decision -
Decision Reference DRN0331491
30 Sep 2015 Cheltenham & Gloucester plc Not upheldBanking and creditMr and Mrs D complain via a Claims Management Company (CMC) that Cheltenham & Gloucester Plc (C&G) mis-sold them two mortgages.backgroundIn 2003 Mr and Mrs D met with a Lloyds Bank representative for an “account review”. Mr and Mrs D say as a result of the ... (3 pages)View decision -
Decision Reference DRN3216426
3 Aug 2017 Santander UK Plc Not upheldBanking and creditMr H complains about how Santander UK Plc treated his mortgage account when it paid outstanding service charges to the freeholder of his leasehold property.backgroundMr H has had a mortgage with Santander for many years. His mortgage is secured over a leasehold property.... (2 pages)View decision -
Decision Reference DRN-2916461
21 Sep 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2916461 The complaint Mrs C complains that HSBC UK Bank Plc treated her unfairly when threatening to take legal action and registering a default in respect of a debt on a joint account What happened Mrs C and her ex-partner held a joint account with HSBC. Mrs C says her ex-partner was ... (5 pages)View decision -
Decision Reference DRN-5527448
16 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5527448 The complaint Mr K complains about being contacted regarding a credit card debt originally accrued with Barclays Bank UK Plc trading as Barclaycard. What happened Mr K had a credit card account with Barclaycard. This fell into arrears, and Barclaycard sold the account to a d... (2 pages)View decision -
Decision Reference DRN1789161
24 Apr 2014 HSBC Bank plc Not upheldBanking and creditMr G complains that HSBC Bank Plc is holding him responsible for a debt on a credit card account. Mr G says he did not authorise the transactions – nor add the additional card holder he says carried them out. He says the bank changed the address on the account without his authority – al... (3 pages)View decision -
Decision Reference DRN-5690491
22 Sep 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5690491 The complaint Mr W complains that Link Financial Outsourcing Limited trading as Link Financial (Link) have mislead him about the enforceability of three debts they are pursuing him for. What happened Mr W has three credit card accounts that Link are the debt servicers for. ... (3 pages)View decision -
Decision Reference DRN8098769
6 Aug 2014 Aktiv Kapital (UK) Limited Not upheldBanking and creditMr M recently checked his credit file and found that Aktiv Kapital (UK) Limited had reported a default in August 2010 against a credit card account. He says that he stopped using this card in 2002, and he does not accept there were any amounts owing on the account. He complains that, ... (2 pages)View decision -
Decision Reference DRN2106120
17 Jul 2019 HSBC UK Bank Plc UpheldBanking and creditMrs D complains that HSBC UK Bank plc is chasing her for a debt that she considers has been written off by the bank.background Mrs D had a credit card with HSBC, and in 2012 the outstanding balance was passed to the bank’s collections department. From 2013 the debt was administered by a th... (2 pages)View decision -
Decision Reference DRN-4330602
18 Dec 2023 Plata Finance Limited UpheldConsumer CreditDRN-4330602 The complaint Mrs C complains Plata Finance Limited trading as Zopa (at the time trading as Zopa Limited) irresponsibly arranged a loan that was unaffordable for her. What happened In January 2019 Zopa arranged a loan for Mrs C of £5,000 with a fee of £140. The loan was to be r... (4 pages)View decision