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 DRN-2597362
12 Mar 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2597362 The complaint Miss D complains that NewDay Ltd incorrectly cancelled her credit card. She says it didn’t provide correct information and caused her ill health. What happened In mid- 2019, Miss D phoned NewDay after falling behind on her credit card repayments. She explained she... (3 pages)View decision -
Decision Reference DRN2585702
21 Dec 2018 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs G complain that Bank of Scotland plc (‘BOS’) mis-sold payment protection insurance (‘PPI’) to them alongside a mortgage in 1988. backgroundMr and Mrs G took out a joint mortgage in August 1988. They made their first repayment of £252.90 in or around Octobe... (3 pages)View decision -
Decision Reference DRN-2734510
30 Sep 2021 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-2734510 The complaint and what happened Mr A complains that The Co-operative Bank Plc has treated him unfairly in relation to his credit card account; in particular when he missed payments which resulted in arrears correspondence and other debt letters being sent to him. The full detai... (3 pages)View decision -
Decision Reference DRN-5365943
19 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5365943 The complaint Mr C is unhappy with the service he received from Barclays Bank UK PLC surrounding a default that was applied to his account. What happened Mr C had a credit account with Barclays. In 2023, Mr C fell into financial difficulties which had a negative impact on hi... (3 pages)View decision -
Decision Reference DRN0063555
2 Dec 2013 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Miss N complains about a regular premium payment protection insurance policy (“PPI”) added to her credit card account. Miss N approached National Westminster Bank Plc (“NatWest”) in May 1998 to take out a credit card. It was alongside her application for this credit card that the PPI was... (3 pages)View decision -
Decision Reference DRN5482871
15 Oct 2015 Bradford & Bingley Plc Not upheldInvestment and pensionsMr and Mrs G complain that Bradford & Bingley Plc mis-sold them a mortgage endowment policy.backgroundIn 1999 Mr and Mrs G met with an advisor working for Bradford & Bingley. They wanted to move house and remortgage. Bradford & Bingley sold Mr and Mrs G ... (3 pages)View decision -
Decision Reference DRN-2095667
24 Sep 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2095667The complaintMiss W complains about the information Barclays Bank UK Plc (Barclaycard) has recorded on her credit file in relation to her credit card account. What happenedMiss W has a Barclaycard account. In 2013, she contacted Barclaycard to say she was having trouble meeting ... (3 pages)View decision -
Decision Reference DRN-4741638
4 Jun 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4741638 The complaint Mr M is unhappy that Nationwide Building Society will not write-off his debt, nor amend his credit file, despite his vulnerabilities. What happened Mr M took out a credit card from Nationwide on 16 March 2018. He was given a credit limit of £1,600. In May 2018 Mr ... (3 pages)View decision -
Decision Reference DRN2947881
20 Jun 2017 Barclays Bank Plc UpheldBanking and creditMr P’s complaint is about the way Barclays Bank Plc sought repayment of a mortgage when the term came to an end. In particular, he’s unhappy that it declined his request to extend the mortgage term and that it ‘hounded’ him for repayment.Mr P is also unhappy that c... (3 pages)View decision -
Decision Reference DRN-3218028
18 Jan 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3218028 The complaint Mr D complained when MBNA Limited registered a default on his credit card account because of arrears resulting from the impact of the global pandemic. What happened Mr D opened a credit card account with MBNA in February 2020. In April 2020, he contacted them to r... (3 pages)View decision