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 DRN-3054042
28 Oct 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3054042 The complaint Mr L said that ill health had affected his income, so he’d entered into a debt management plan, and reached an agreement to repay Santander UK Plc as part of that. But he said that Santander was trying to change this agreement, which wasn’t fair or lawful. What ha... (3 pages)View decision -
Decision Reference DRN4291087
24 May 2019 National Westminster Bank Plc Not upheldBanking and creditMr R complains that National Westminster Bank Plc (“Natwest”) hasn’t paid him enough money as a result of it accepting that it had mis-sold him a packaged bank account. He says that Natwest has incorrectly used some of the money to “off set” debt – as he cleare... (3 pages)View decision -
Decision Reference DRN2679877
5 Mar 2015 Barclays Bank Plc Not upheldBanking and creditMr A complains about the way that Barclays Bank Plc has dealt with his account and that the bank has ended up holding him liable for a debt on the account that he says he should not be responsible for.backgroundIn September 2012, a cheque was deposited into Mr A’s account that subsequ... (2 pages)View decision -
Decision Reference DRN1292863
6 Dec 2016 Gregory Pennington Limited Not upheldBanking and creditMr and Mrs C, represented by a claims management company (CMC), complain that the debt management plan (DMP) Gregory Pennington Limited (the business) advised them to enter into was not the most suitable debt solution. They also complain that the business did not tell... (2 pages)View decision -
Decision Reference DRN-3755365
28 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3755365 The complaint Mr M is unhappy that Santander UK Plc defaulted his account and passed his overdraft over to a debt collection agency. What happened Mr M had a current account with Santander, which had an arranged overdraft facility. In April 2020, Santander wrote to Mr M to let ... (3 pages)View decision -
Decision Reference DRN9985061
14 Jan 2014 Santander Cards UK Limited Not upheldBanking and creditMr F complains that Santander Cards UK Limited registered a County Court Judgment (CCJ) against him despite his repeated attempts to settle a debt. It then did not update his credit file after he settled the account as ordered by the court. He asks for compensation and significant d... (2 pages)View decision -
Decision Reference DRN-5711469
20 Nov 2025 Valour Finance Limited Not upheldConsumer CreditDRN-5711469 The complaint Mr P complains that Valour Finance Limited trading as Savvy.co.uk (“Savvy”) has refused to record on his credit file that he is in a debt management plan. What happened Mr P took out a loan with Savvy in January 2022. In January 2025, Mr P complained to Savvy. ... (2 pages)View decision -
Decision Reference DRN2752491
24 Feb 2016 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr G’s complaint is about the compensation The Royal Bank of Scotland Plc (RBS) has offered to settle his complaint about a mis-sold payment protection insurance (PPI) policy.backgroundMr G complained to RBS about PPI sold to him with his credit card, ending with t... (4 pages)View decision -
Decision Reference DRN6935613
3 Feb 2016 Lloyds Bank PLC Not upheldBanking and creditMr E complains that Lloyds Bank plc registered a default on his credit file without warning him.backgroundMr E closed his credit card account with Lloyds in late 2012. But he’s recently discovered that Lloyds registered a default on his credit file in July 2011. He ... (2 pages)View decision -
Decision Reference DRN0692786
1 Nov 2016 National Westminster Bank Plc Not upheldBanking and creditMr C complains that national Westminster Bank Plc (“NatWest”) has not treated him fairly in that it continues to seek repayment of £25,000 from him, despite having previously confirmed that he owes a lower amount. He would like the bank to compensate for the distre... (2 pages)View decision