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 71523 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 DRN6898898
25 Sep 2013 National Westminster Bank Plc Not upheldBanking and creditMr W had a debt with National Westminster Bank Plc which he was repaying to the bank by monthly payments. He complains that NatWest wrote in October 2012 to tell him that, because it had been unable to contact him or to agree a suitable repayment plan, the bank had passed his accoun... (1 page)View decision -
Decision Reference DRN4610515
9 Sep 2016 Bank of Scotland Plc Not upheldBanking and creditMr S complains that Bank of Scotland plc (trading as Halifax) unfairly applied charges to his account, resulting in serious damage to his credit score.backgroundMr S says that the problems began some years ago when he went slightly over his limit on the overdraft ... (3 pages)View decision -
Decision Reference DRN-3195529
21 Dec 2021 EUI Limited UpheldInsuranceDRN-3195529 The complaint Miss T has complained about her car insurer EUI Limited because it marked her credit file with a default, even though it had agreed to put its request for her to pay outstanding payments on hold. What happened Miss T had a policy with EUI which she’d agreed to pay... (4 pages)View decision -
Decision Reference DRN5160608
17 Jun 2014 MBNA Limited Not upheldBanking and creditMr R complains MBNA Limited administered his credit card account poorly and sold his debt to a third party. He also complains MBNA has been rude when dealing with his complaint.backgroundMr R had a credit card account with MBNA. Mr R regularly failed to make the minimum payment required... (2 pages)View decision -
Decision Reference DRN0780019
9 May 2013 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs L complain that information Halifax holds, relating to a debt Mr L once had, is unfairly affecting the bank’s decisions to lend them money.our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. She was satisfied the bank was ab... (2 pages)View decision -
Decision Reference DRN6678987
3 May 2017 PayPal Sarl & Cie, SCA Not upheldBanking and creditMr P complains about the service he received from PayPal Sarl & Cie, SCA.backgroundMr P sold an item on an online classified and community website. The payment for the item was received into his PayPal account. But the account holder subsequently asked for a return... (2 pages)View decision -
Decision Reference DRN3224044
2 Jul 2015 National Westminster Bank Plc UpheldBanking and creditMr S complains about the way that National Westminster Bank Plc has dealt with his account. backgroundMr S complains about many issues relating to his bank account dating back to 2004 and he disputes the amount that he owes to NatWest. NatWest agreed to accept a reduced ... (2 pages)View decision -
Decision Reference DRN-5311890
6 Feb 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5311890 The complaint Mr J complains Telefonica UK Limited trading as O2 allowed him to take out a fixed sum loan agreement for a new phone for his now ex-partner, which he says he shouldn’t have been allowed to do. And that O2 allowed his ex-partner to take out a fixed sum loan agr... (7 pages)View decision -
Decision Reference DRN-3365220
28 Apr 2022 Topaz Finance Limited Not upheldMortgagesDRN-3365220 The complaint Ms L complains that Topaz Finance Limited unfairly recorded a default on her credit file. She says she’s been unable to get a mortgage. She asks that the default is removed and for compensation for her distress and inconvenience. What happened Ms L took out a join... (2 pages)View decision
