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 DRN8367463
8 Jul 2015 Accord Mortgages Limited Not upheldBanking and creditMr and Mrs C complain that Accord Mortgages Limited mis-sold them a mortgage.backgroundMr and Mrs C took out a mortgage with Accord. They say that Accord did not establish whether the mortgage was suitable for their needs or affordable for them. Our adjudicator di... (2 pages)View decision -
Decision Reference DRN-2934083
30 Sep 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2934083 Complaint Mrs F and Mr Y says that Bank of Scotland plc (trading as “Halifax”) unfairly added overdraft charges to his overdraft when they were in financial difficulty after experiencing a drop in their joint income. Background One of our adjudicators looked into Mrs F and Mr Y... (2 pages)View decision -
Decision Reference DRN2332413
7 Nov 2018 Coventry Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs E have complained that Coventry Building Society mis-sold them a mortgage payment protection insurance (PPI) policy.backgroundMr and Mrs E took out the PPI in 1999 at the same time as arranging their mortgage.Our adjudicator didn’t uphold the complaint. Mr an... (2 pages)View decision -
Decision Reference DRN-4843684
27 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4843684 The complaint Mr A says that HSBC UK Bank Plc (“HSBC”) were unreasonable to default his account when he should have been on a payment break that they hadn’t applied. What happened In October 2023 HSBC agreed a six month payment break with Mr A. The break was due to finish in Ja... (2 pages)View decision -
Decision Reference DRN-2704437
17 Sep 2021 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-2704437 The complaint P – a shop owned by a partnership – complains about how WorldPay (UK) Limited have treated them, after a debt was created from a chargeback. Throughout this complaint, P has been represented by one of the partners in the shop, Miss P. So, for ease I’ll just refer ... (5 pages)View decision -
Decision Reference DRN-3495202
17 Oct 2022 National Westminster Bank Plc Not upheldConsumer CreditDRN-3495202 The complaint Mr C complains about how National Westminster Bank Plc responded when he said he couldn’t afford his monthly loan payments. He said NatWest didn’t explain the implications of missing payments, and he’s now being asked to pay much more interest. What happened Mr C ... (4 pages)View decision -
Decision Reference DRN-5378164
26 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5378164 The complaint Miss J complains that NewDay Ltd trading as Marbles defaulted and terminated her account. What happened Miss J holds a credit card account with NewDay. In September 2024 NewDay wrote to Miss J and advised her that the agreement had been terminated and that the ... (2 pages)View decision -
Decision Reference DRN-5347488
13 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5347488 The complaint Mr J complains that PayPal UK Ltd reported a default to the credit reference agencies despite the fact that he was on a payment plan. What happened Mr J holds a credit account with PayPal. In 2023/24 Mr J contacted PayPal to advise them that he was experiencing... (2 pages)View decision -
Decision Reference DRN8249532
5 Jun 2018 Everyday Loans Limited Not upheldBanking and creditMr S is unhappy with the collections activity on his loan with Everyday Loans Limited. backgroundMr S contacted Everyday Loans on 4 October 2017 – further to a complaint his professional representatives made about irresponsible lending. He asked for his account to be pla... (2 pages)View decision -
Decision Reference DRN4691901
16 Jan 2014 Northern Rock (Asset Management) plc Not upheldBanking and creditMr F complains about a loan he took out Northern Rock (Asset Management) plc (trading as NRAM) and the way he has been treated in relation to that loan. backgroundMr F took out a joint mortgage and a loan with NRAM with his now ex partner. He says that his ex partner agreed to make all... (2 pages)View decision