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 DRN0270980
8 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMrs C said that Barclays’ charges are highly disproportionate and have been a key factor in her having to increase her overdraft to pay higher bank charges every month. And that Barclays Bank UK PLC hasn’t supported her to get back on top of her finances. backgroundThis complaint refers to... (2 pages)View decision -
Decision Reference DRN4920968
12 Jul 2016 Creation Financial Services Limited UpheldBanking and creditMrs C complains that Creation Financial Services Limited didn’t apply a default to her credit card account when she entered financial difficulties. So after six years her credit file still shows a debt management plan that she thinks should have dropped off. background... (2 pages)View decision -
Decision Reference DRN1415642
7 May 2015 Barclays Bank Plc UpheldBanking and creditMr W complains about Barclays Bank Plc’s poor handling of the transfer of his current account to Lloyds Bank. background In April 2014, Mr W’s Barclays current account was transferred to Lloyds Bank. Mr W understood that the outstanding balance on his Barclays account h... (2 pages)View decision -
Decision Reference DRN7977461
13 Feb 2018 Total Home Loans Direct Limited Not upheldBanking and creditMr W complains that Total Home Loans Direct Limited (THL) gave him loans that he couldn’t afford to repay and transferred the debt to a third party without informing him. He asks that it refunds interest and charges.backgroundMr W took out three loans with THL betw... (2 pages)View decision -
Decision Reference DRN-5577558
9 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5577558 The complaint Mrs M complains that NewDay Ltd have irresponsibly lent to her. What happened Mrs M was approved for a NewDay branded credit card in November 2020 (which I will refer to as A in this decision). A was approved with a £600 credit limit. I have detailed the credit... (6 pages)View decision -
Decision Reference DRN8607027
12 Oct 2016 National Westminster Bank Plc Not upheldBanking and creditMr C complains that National Westminster Bank Plc is pursuing him for a debt under a personal guarantee which he says is invalid. He also says that the bank stole money from his current account.backgroundMr C was the director of a limited company which I will call C. ... (2 pages)View decision -
Decision Reference DRN5290502
30 Jun 2014 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs A complain about the way Lloyds Bank plc has acted in enforcing its charge over their property for a business debt. They want the bank to stop charging interest on the outstanding debt and to agree an acceptable repayment plan with them, rather than force the property’s sale... (2 pages)View decision -
Decision Reference DRN5436121
9 Mar 2016 Barclays Bank Plc UpheldBanking and creditMiss H complains about the service she received from Barclays Bank Plc (“Barclays”). She says she was experiencing financial difficulty when she visited her local branch for some help about how to cope with her debts. But she says she wasn’t treated positively and symp... (2 pages)View decision -
Decision Reference DRN-6003511
18 Dec 2025 FREEMANS PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-6003511 The complaint Ms H complains that Freemans Public Limited Company unfairly reported a fraud marker against her name. What happened Both parties are familiar with the background of this complaint so I will only summarise what happened briefly here. Ms H opened catalogue shop... (4 pages)View decision -
Decision Reference DRN0710246
18 Nov 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs L complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundActing on a recommendation from L&G, Mr and Mrs L re-mortgaged in 2005. In doing so, they switched lenders, borrowed furth... (3 pages)View decision