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 DRN5661107
12 May 2014 MBNA Limited Not upheldBanking and creditMr G complains that MBNA Limited incorrectly recorded adverse information on his credit reference file.backgroundThe adjudicator did not recommend the complaint should be upheld. Mr G and MBNA made an agreement for a reduced repayment amount when his financial difficulties began in 2003... (2 pages)View decision -
Decision Reference DRN6803780
24 May 2019 Santander UK Plc Not upheldBanking and creditMr M complained because Santander UK Plc refused to write off the amount he owes on his credit card even though he can’t afford to make the repayments and his financial situation is unlikely to change.backgroundThe outstanding balance on Mr M’s credit card is jus... (2 pages)View decision -
Decision Reference DRN-3271924
2 Mar 2022 Arrow Global Limited Not upheldConsumer CreditDRN-3271924 The complaint Mr M complains that Arrow and its agents didn’t send him documentation to show it owns a valid debt in his name. Mr M also complains that Arrow closed and default his account. What happened Mr M had a credit card with another business (V) that was sold to Arrow in... (2 pages)View decision -
Decision Reference DRN-5178151
16 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5178151 The complaint Mr T complains about letters he’s received from Lloyds Bank PLC about his credit card in which he was asked to increase his payments. He’s also unhappy about the amount of interest he’s being charged. What happened Mr T opened a credit card account with Lloyds ... (3 pages)View decision -
Decision Reference DRN-3387643
4 May 2022 The Co-operative Bank Plc Not upheldConsumer CreditDRN-3387643 The complaint Mrs S complains that The Co-operative Bank Plc (the Co-op) incorrectly advised her she could have a payment holiday on her loan and then transferred her loan to a debt recovery company. What happened In 2016, Mrs S took a career development loan with the Co-op, re... (2 pages)View decision -
Decision Reference DRN9787041
5 Feb 2018 Bank of Scotland Plc Not upheldBanking and creditMrs H complains on behalf of her son, Mr H. She says the Bank of Scotland plc, trading as Halifax, allowed his overdraft to increase to £11000.background Mr H got into debt while he was a student. His overdraft increased to around £11000 despite his limited inco... (2 pages)View decision -
Decision Reference DRN-4660896
29 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4660896 The complaint A limited company, which I’ll refer to as ‘M’, is unhappy that Metro Bank PLC took money from its business current account (“BCA”) to offset against its defaulted Bounce Back Loan (“BBL”) balance. M’s complaint is brought to this service by its director, whom I’ll... (3 pages)View decision -
Decision Reference DRN5976639
16 Jan 2015 MKDP LLP Not upheldBanking and creditMr Q complains that MKDP LLP (“MKDP”) is acting unfairly in pursuing him for a debt taken out by a third party company.backgroundA business loan was taken out by a company (“B”) in 2010 with a lender (“F”). Mr Q was a director of B. B went into liquidation in 2012. F then sold the loan t... (2 pages)View decision -
Decision Reference DRN6635437
19 Oct 2016 House & Home Care Limited Not upheldBanking and creditMr F complains that House and Home Care Limited (trading as Immediate Financial) mis- sold him a debt management plan (DMP). Mr F brings his complaint with the assistance of a claims management company. For simplicity’s sake I’ll refer to any submissions made on his ... (2 pages)View decision -
Decision Reference DRN-5735269
7 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5735269 The complaint Miss J complains that Lendable Ltd was irresponsible in its lending to her. She wants all interest and charges on her loan refunded along with statutory interest and all negative information removed from her credit file. What happened Miss J was provided with a... (3 pages)View decision