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 DRN0890807
25 Jul 2019 Barclays Bank UK PLC UpheldBanking and creditMrs U complains about the interest charges on her Barclays Bank UK PLC (trading as Barclaycard) account.backgroundMrs U received an email from Barclaycard suggesting she increase her monthly payment. But she couldn’t afford to. So she asked if Barclaycard would freeze the interest for a sh... (3 pages)View decision -
Decision Reference DRN9875824
21 Dec 2015 Sterling Financial Security Ltd UpheldBanking and creditMr and Mrs R complain about the way that Sterling Financial Security Ltd trading as Best Solution managed their debts. backgroundIn around November 2007, Mr and Mrs R entered into a debt management plan (DMP) with Best Solution. They agreed to pay an initial set up fe... (2 pages)View decision -
Decision Reference DRN-4166313
27 Jun 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-4166313 The complaint Ms K complains that Klarna Bank AB (publ) terminated her account and sold it to a debt collection agency. She also complains that Klarna charged her over £3,600 in payments which had nothing to do with her account. What happened Ms K had an account with Klarna, wi... (3 pages)View decision -
Decision Reference DRN-5585722
21 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5585722 The complaint Miss A complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss A was approved for an Aqua credit card in June 2022 with a £900 credit limit. I have detailed the credit limit increases below: November 2022 £900 to £1,900 February ... (5 pages)View decision -
Decision Reference DRN-2704437
17 Sep 2021 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-2704437 The complaint P – a shop owned by a partnership – complains about how WorldPay (UK) Limited have treated them, after a debt was created from a chargeback. Throughout this complaint, P has been represented by one of the partners in the shop, Miss P. So, for ease I’ll just refer ... (5 pages)View decision -
Decision Reference DRN-5639420
3 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5639420 The complaint The estate of Mr H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The late Mr H applied for an Aqua credit card in November 2012 and said he had an i... (4 pages)View decision -
Decision Reference DRN4077996
4 Feb 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr D and Ms E complain that the mortgage recommended to them by Legal & General Partnership Services Limited (L&G) was unsuitable.backgroundMr D and Ms E received advice on a re-mortgage in 2005 from a representative of L&G and this included a recommendation to consolidate ... (2 pages)View decision -
Decision Reference DRN-5545189
22 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5545189 The complaint Mr L complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) failed to cancel his cover as instructed, resulting in the involvement of a debt collector, under his home buildings insurance policy. What happened In November 2023 Mr L said he gave instru... (3 pages)View decision -
Decision Reference DRN8168226
12 May 2015 Legal & General Partnership Services Limited Not upheldBanking and creditThrough a claims management company (CMC), Mr and Mrs N complain that they received unsuitable mortgage advice in 2006 and 2008 from a representative of Legal & General Partnership Services Limited (L&G).background In 2006 Mr and Mrs N re-mortgaged after taking ... (3 pages)View decision -
Decision Reference DRN3736130
5 Jul 2018 HSBC Bank plc Not upheldBanking and creditMr U1 has complained that HSBC Bank Plc appointed a Law of Property Act (LPA) receiver when he had a buyer in place.Mr U2, his brother, represents him under a power of attorney. However, to make this decision easier to read, I will refer only to Mr U1.backgro... (3 pages)View decision