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 71745 results
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Decision Reference DRN-4191272
29 Aug 2023 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4191272 The complaint Mr E complains that FUND OURSELVES LIMITED (“Fund Ourselves”) has not treated him fairly. He complains that it has not been transparent with him. Mr E has suggested that the debt is not his. The name of the lender was different when the loan was set up and the agr... (7 pages)View decision -
Decision Reference DRN8059986
17 Oct 2017 Lloyds Bank PLC Not upheldBanking and creditMr M complains that Lloyds Bank PLC (“Lloyds”) refuse to pay the settlement, from a previous complaint about his credit card account, directly to him.backgroundMr M had, amongst other accounts, a credit card with Lloyds. He encountered financial difficulties and stopped ... (2 pages)View decision -
Decision Reference DRN2799002
29 Mar 2019 Close Brothers Limited UpheldBanking and creditMr A complains that Close Brothers Limited (“Close Brothers”) have defaulted his finance agreement and are making charges that could have been avoided if they hadn’t made mistakes setting up his direct debit.backgroundIn October 2017 Mr A bought a phone and entered... (2 pages)View decision -
Decision Reference DRN-2083039
28 Aug 2020 Lowell Portfolio I Ltd UpheldBanking and PaymentsDRN-2083039The complaintMiss L complains that Lowell Portfolio I Ltd placed a default on her credit file in relation to a debt that isn’t hers. Miss L also complains that she wasn’t sent certified copies of the original credit agreement, default notices and notice of assignment from the or... (3 pages)View decision -
Decision Reference DRN1190559
8 Jul 2016 Christians Against Poverty Not upheldBanking and creditMr B complains about the way that Christians Against Poverty has managed his debt plan and that it won’t continue to deal with his debts.backgroundMr B agreed a debt management plan with Christians Against Poverty. It helped him to clear his arrears with a utility compa... (2 pages)View decision -
Decision Reference DRN4024151
9 Jan 2014 Lloyds Bank PLC Not upheldBanking and creditMrs B complains that Lloyds Bank PLC (previously Lloyds TSB Bank plc) wrongly lent her £20,000 when her monthly income was too low to afford that amount. She also complains that the loan was used by the bank to repay existing credit card debts belonging to her and her husband, rather ... (2 pages)View decision -
Decision Reference DRN-4566510
18 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4566510 The complaint Mrs T complains Barclays Bank UK PLC transferred her overdraft debt to a debt collector while a complaint was ongoing. Mr and Mrs T are on this complaint, but as this issue only relates to Mrs T’s concerns, I’ve mainly mentioned her in this decision. What happened... (2 pages)View decision -
Decision Reference DRN-3139556
16 Dec 2021 MBNA Limited Not upheldBanking and PaymentsDRN-3139556 The complaint Mr P complains MBNA Limited (MBNA) failed to notify him of missed payments on his credit card account and have registered a default on his credit file. What happened Mr P says he was contacted by a debt collection agency, informing him they had taken over his cred... (4 pages)View decision -
Decision Reference DRN-5489947
22 Apr 2025 Plend Limited UpheldConsumer CreditDRN-5489947 The complaint Mr C complains that Plend Limited was irresponsible in its lending to him. What happened Mr C was provided with a £10,000 loan by Plend in November 2023. The loan term was 60 months and Mr C was required to make monthly repayments of around £247. Mr C said that... (5 pages)View decision -
Decision Reference DRN5279508
15 Dec 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Ms F isn’t happy with how Capital One (Europe) plc (‘Capital One’) offered to resolve her complaint about a payment protection insurance (‘PPI’) policy attached to a credit card. backgroundMs F had a credit card with Capital One. Attached to the credit card was a ... (3 pages)View decision
