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 1466 results
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Decision Reference DRN0286575
31 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) misled her about the process for registration of default on her credit card account and dealt unfairly with her when she tried to reach a repayment arrangement to avoid default.backgroundMs M had a credit card accou... (2 pages)View decision -
Decision Reference DRN-3968147
2 Mar 2023 Metro Bank PLC Not upheldConsumer CreditDRN-3968147 The complaint Mr S complains that his loan account was defaulted when it should not have been. Mr S holds Metro Bank Plc (“Metro Bank”) responsible for this. What happened In late 2021 Mr S was having some money troubles, as a result of this Mr S was having difficulties making ... (3 pages)View decision -
Decision Reference DRN-4746627
25 Jun 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4746627 The complaint Miss O complains that Capital One (Europe) plc hasn’t provided the service it should have. What happened Miss O was provided with a credit card by Capital One in September 2022. She raised a complaint which she said took a long time to resolve and that Capital One... (4 pages)View decision -
Decision Reference DRN8638626
4 Feb 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr E complains about interest and charges placed on his current account by The Royal Bank of Scotland Plc (“RBS”).backgroundMr E holds a current account at RBS. He fell in in September 2010 and feels that no interest or charges should have been applied since that time. The account was ... (2 pages)View decision -
Decision Reference DRN3407593
25 Jul 2013 MBNA Limited Not upheldPayment protection insurance (PPI)This complaint concerns a monthly premium payment protection insurance (“PPI”) policy, sold as part of an internet credit card application in June 2003. Mr D says that MBNA Limited (“MBNA”) mis-sold the policy.backgroundI issued my provisional decision in June 2013. I said I had caref... (2 pages)View decision -
Decision Reference DRN-3139275
18 Jan 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3139275 The complaint Mr M complains Everyday Lending Limited trading as Trusttwo didn’t complete reasonable and proportionate checks when approving him as a guarantor for a loan. What happened In March 2019 Mr M was accepted as a guarantor on a loan for another party, ‘the borrower’. ... (4 pages)View decision -
Decision Reference DRN-4239902
27 Jul 2023 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4239902 The complaint Mr M is unhappy that BMW Financial Services (GB) Limited failed to provide him with enough support while he was experiencing financial difficulties, and terminated the hire purchase agreement he had with them. What happened In June 2019 Mr M was supplied with a ne... (4 pages)View decision -
Decision Reference DRN-5517910
12 May 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5517910 The complaint Mr W has complained that Zopa Bank Limited defaulted his account, and sought to repossess his car. What happened In November 2023, Mr W entered into a finance agreement with Zopa for a used car. He then experienced financial difficulties, and missed the June an... (2 pages)View decision -
Decision Reference DRN-1908504
9 Dec 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1908504 Complaint Mr O has complained about the overdraft fees and interest HSBC UK Bank Plc (“HSBC”) applied to his current account. He’s said unplanned overdraft charges were applied to his account, which caused him difficulty. Background Mr O’s complaint was looked at by one of our ... (2 pages)View decision -
Decision Reference DRN1544901
8 Jul 2019 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr R complains about the way Volkswagen Financial Services (UK) Limited (“VWFS”) handled the voluntary termination of a vehicle he was financing through them.backgroundMr R took receipt of a new car in March 2016. He financed the deal through a hire purchase agreement with VWFS but some ti... (2 pages)View decision