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 162956 results
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Decision Reference DRN-5223107
4 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5223107 The complaint Miss D complains that HSBC UK Bank Plc lent to her irresponsibly. What happened Miss D has had a credit card with HSBC since July 1994. It’s not clear what the credit limit was at the time because it was so long ago. But HSBC tells us that Miss D’s limit reache... (4 pages)View decision -
Decision Reference DRN-5223833
4 Feb 2025 Lowell Portfolio I Ltd Not upheldBanking and PaymentsDRN-5223833 The complaint Mr D complains Lowell Portfolio I Ltd incorrectly reported missed payments on his credit file for a debt of his. What happened Lowell became responsible for Mr D’s credit card debt with a company I’ll refer to as C on 18 February 2016. This means Lowell are re... (2 pages)View decision -
Decision Reference DRN-5198458
4 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5198458 The complaint A limited company, which I’ll refer to as V, complains that Barclays Bank UK PLC took unfair recovery action, including the closure of its current account. V is represented by its director, Mr K. What happened V was a long-standing customer of Barclays and took... (2 pages)View decision -
Decision Reference DRN-5299023
4 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5299023 The complaint Mrs H is unhappy that Barclays Bank UK PLC wouldn’t agree to remove a charge that relates to commercial borrowing, that she thought had been repaid. What happened Mrs H was the proprietor of a business operating out of commercial premises. She is represented in... (4 pages)View decision -
Decision Reference DRN-5247580
4 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5247580 The complaint Ms B complains on behalf of the estate of her late mother, Mrs G, that National Westminster Bank Plc (NatWest) reinstated a direct debit (DD) without her permission and has failed to properly explain how this happened. What happened Following her mother’s deat... (3 pages)View decision -
Decision Reference DRN-5284138
4 Feb 2025 Loan.co.uk Ltd Not upheldMortgagesDRN-5284138 The complaint This complaint is about a second charge consolidation loan Miss P took out on the advice and recommendation of Loan.co.uk Ltd. The essence of the complaint is that instead of arranging for all of Miss P’s credit card debts to be repaid, Loan.co.uk Ltd arranged... (2 pages)View decision -
Decision Reference DRN-5283416
4 Feb 2025 Skipton Building Society Not upheldMortgagesDRN-5283416 The complaint Heading This complaint is about a mortgage application made by Mr and Mrs Y to Skipton Building Society in 2024. The essence of the complaint is that Skipton withdrew the mortgage offer after Mr and Mrs Y had exchanged contracts on their new property purchase.... (2 pages)View decision -
Decision Reference DRN-4921564
4 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4921564 The complaint Mrs W complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In February 2023 Mrs W entered into a 2... (4 pages)View decision -
Decision Reference DRN-5263776
4 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5263776 The complaint Miss S complains that Vanquis Bank Limited was irresponsible in its lending to her. She wants all interest and charges refunded along with 8% simple interest and any adverse information relating to the account removed from her credit file. Miss S is represented... (3 pages)View decision -
Decision Reference DRN-5105602
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5105602 The complaint Mr C and Ms C complain that Santander UK Plc (‘Santander’) won’t refund the money they say was lost as the result of a scam. What happened In 2019, Mr C and Ms C heard about an investment from a family member. It involved a company I’ll refer to as B, as well ... (5 pages)View decision
