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-3214320
15 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3214320 The complaint Mr B is unhappy with the standard of service he received from NewDay Ltd, trading as Aqua, following him informing them that he had mental health issues and that he was struggling financially, including that NewDay recorded a default on his credit file. What happe... (3 pages)View decision -
Decision Reference DRN-4528880
2 Feb 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4528880 The complaint Mr B complains that Tesco Personal Finance PLC trading as Tesco Bank lent irresponsibly when it approved his credit card application in January 2018. What happened In January 2018 Mr B applied for a credit card with Tesco Bank. In his application, Mr B said he ha... (3 pages)View decision -
Decision Reference DRN-5660126
26 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5660126 The complaint Mr W complains that Monzo Bank Ltd irresponsibly provided him with an overdraft facility that was unaffordable for him. What happened Mr W applied for an overdraft facility in May 2023 and Monzo provided him with a limit of £2,000. Mr W says he shouldn’t have ... (3 pages)View decision -
Decision Reference DRN-3451034
16 Jun 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3451034 The complaint Mrs H feels that TSB Bank Plc didn’t treat her fairly when she told it of her financial difficulties, she would like TSB to remove the default it has registered regarding her account. What happened Mrs H says she has been asking TSB for help with reducing her over... (3 pages)View decision -
Decision Reference DRN2985864
3 Sep 2019 The Co-operative Bank Plc Not upheldBanking and creditMrs C complains she has been treated unfairly by The Co-operative Bank Plc (“The Co-op”) when she attempted to set up a standing order over the phone.backgroundMrs C holds a bank account with The Co-op and called them on 20 May 2019 to set up a payment instruction for her rent. But The Co-... (3 pages)View decision -
Decision Reference DRN-3116515
21 Dec 2021 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-3116515 The complaint Miss L is unhappy that Sainsbury’s Bank Plc wouldn’t accept a payment plan that she offered to set up to help clear the arrears on her credit account or that Sainsbury’s later defaulted her account and reported it as such on her credit file. What happened Miss L f... (3 pages)View decision -
Decision Reference DRN5106351
14 Jun 2013 Aviva Insurance Limited Not upheldPayment protection insurance (PPI)summary of complaintThis complaint concerns a monthly premium payment protection insurance (“PPI”) policy, taken out in connection with a mortgage during a meeting at a building society branch in March 1999. The policy protected Miss C’s mortgage repayments against accident, sickness ... (3 pages)View decision -
Decision Reference DRN0499829
2 Jan 2014 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr A complains about a single premium payment protection insurance policy (“PPI”) added to his personal loan by HSBC Bank Plc (“HSBC”). He approached HSBC for a loan for home improvements in July 2007 and it was during this transaction the PPI was added. He complains on the basis tha... (3 pages)View decision -
Decision Reference DRN9883649
14 Sep 2016 HSBC Bank plc Not upheldInvestment and pensionsMr M, Mr S and Mr W have complained about the term assurance policies they were each sold by HSBC Bank Plc. They believe HSBC didn’t follow their instructions and so the policies were mis-sold.backgroundIn 2006 Mr M, Mr S and Mr W applied for a business loan with HSBC.... (3 pages)View decision -
Decision Reference DRN-4988256
18 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4988256 The complaint Mr P complains that National Westminster Bank Plc (“NatWest”) has failed to treat him fairly in relation to his credit card account. What happened Mr P has explained that he has faced issues with his credit card account, as a result of serious ill health that h... (3 pages)View decision