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 DRN1271721
6 Nov 2020 Barclays Bank UK PLC Not upheldBanking and creditMr H has complained about how Barclays Bank UK PLC has treated him in respect of three debts he has with it. In particular, he feels it is discriminating against him, isn’t following a previous decision issued by an ombudsman at this service, and that the debts are “timebarred”. background... (4 pages)View decision -
Decision Reference DRN-5197681
7 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5197681 The complaint Miss H complains that NewDay Ltd irresponsibly lent to her. Miss H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss H herself. What ... (4 pages)View decision -
Decision Reference DRN1366356
21 Jan 2016 Assured Money Solutions Limited UpheldBanking and creditMr and Mrs C complain that Assured Money Solutions Limited (“AMS”) told them they would be debt free in five years under its debt management plan, but this hasn’t happened. backgroundMr and Mrs C took out the debt management plan in 2011. They have paid regularly i... (3 pages)View decision -
Decision Reference DRN8022087
12 Jan 2016 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mrs M complains about National Westminster Bank Plc (NatWest). She says that she had to make loan repayments when she was unable to work due to illness and that these repayments should have been covered by a Payment Protection Insurance (PPI) policy. She also says that... (2 pages)View decision -
Decision Reference DRN-4102168
19 May 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4102168 The complaint Mrs J and Mr J complain that TSB Bank plc (TSB) defaulted their joint account and passed it to a debt collection agency (DCA). What happened Mrs J and Mr J opened their account with TSB in 2011. By 2019, they had an overdraft limit of £3,000. They ran into financi... (5 pages)View decision -
Decision Reference DRN0846200
18 Aug 2014 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs S complain that they were put under unreasonable pressure by Lloyds Bank plc to accept a re-structuring of their financial arrangements, which included taking out a new loan to consolidate existing debt on another loan and a credit card. They consider that this new loan was... (2 pages)View decision -
Decision Reference DRN-5706253
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5706253 The complaint Miss C complains that Monzo Bank Ltd lent irresponsibly when it approved her credit card application. What happened Miss C applied for a Monzo credit card in July 2023. In her application Miss C said she had an annual income of £40,000 that Monzo calculated le... (2 pages)View decision -
Decision Reference DRN2309392
25 Aug 2015 Hoist Finance UK Limited Not upheldBanking and creditMr H complains that Hoist Finance UK Limited has unlawfully registered a default on his credit file.backgroundIn 2014 Mr H complained to Hoist Finance UK Limited saying it had unlawfully registered a default on his credit file. Mr H disputed the debt that had been d... (2 pages)View decision -
Decision Reference DRN3593197
19 Jul 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Ms B’s complaint is that Capital One (Europe) plc used compensation it owed her to reduce the balance outstanding on her credit card.backgroundMs B held a credit card with Capital One. At the time Ms B took out the credit card she was sold a payment protection in... (2 pages)View decision -
Decision Reference DRN-3804726
16 Nov 2022 Skrill Limited UpheldBanking and PaymentsDRN-3804726 The complaint Mr G complains about the service he received from Skrill Limited (“Skrill”) after he asked it to transfer some money. He says that Skrill is now pursuing him for a debt which he doesn’t owe and which has arisen because of a failing in Skrill’s transfer process. Wh... (3 pages)View decision