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 77331 results
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Decision Reference DRN9412903
20 Feb 2014 HSBC Bank plc Not upheldBanking and creditMs B complains that HSBC Bank Plc failed to remove her deceased husband’s name as an additional cardholder when requested to do so. She also complains that a debt collection agency has recently contacted her about the repayment of a credit card debt she held with HSBC. backgroundMs B h... (2 pages)View decision -
Decision Reference DRN7068109
6 Aug 2013 DEBT HELP DIRECT LIMITED UpheldBanking and creditMr A and Miss B complain that Debt Help Direct Limited (“DHD”) failed to ensure payments they made under their debt management plan were distributed to their creditors on time or at all, which has left them in a worse position financially.backgroundMr A and Miss B took out a debt man... (3 pages)View decision -
Decision Reference DRN3348686
31 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMs R complains that National Westminster Bank Plc mis-sold a loan to her and subsequently mismanaged her account. She wants compensation.backgroundOur adjudicator did not recommend that this complaint be upheld. As the loan was taken out by Ms R partially to repay existi... (4 pages)View decision -
Decision Reference DRN-4023367
21 Mar 2023 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4023367 The complaint Mr B complains that Link Financial Outsourcing Limited are contacting him to repay a debt when he had an arrangement in place with the original lender. What happened Mr B had a credit card account with a third-party lender. Unfortunately, Mr B was in an accident w... (2 pages)View decision -
Decision Reference DRN5279508
15 Dec 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Ms F isn’t happy with how Capital One (Europe) plc (‘Capital One’) offered to resolve her complaint about a payment protection insurance (‘PPI’) policy attached to a credit card. backgroundMs F had a credit card with Capital One. Attached to the credit card was a ... (3 pages)View decision -
Decision Reference DRN-3566101
7 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3566101 The complaint Ms H complains National Westminster Bank Plc (NatWest) haven’t treated her fairly in relation to her credit card debt, specifically they: Said in their letter of 2 June 2021 they’d issue a default which, if this has happened, would damage her reputation Passed h... (4 pages)View decision -
Decision Reference DRN0870155
23 Sep 2015 Motormile Finance UK Limited Not upheldBanking and creditMr H complains that Motormile Finance UK Limited is chasing him for a debt he owes another business.backgroundMr H had taken payday loans and made arrangements for these to be repaid through a debt management company. But there were problems with the debt management... (2 pages)View decision -
Decision Reference DRN4326153
20 Jan 2015 HSBC Bank plc Not upheldBanking and creditMr D complains that HSBC Bank Plc was neither supportive nor sympathetic when he encountered financial difficulties after giving up work to become a full time carer. backgroundIn October 2009 Mr D became a full time carer. He had a loan with HSBC and says it refused to reduce his mo... (2 pages)View decision -
Decision Reference DRN-5686668
7 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5686668 The complaint Mr C’s complaint is about a buy-to-let mortgage he had, for which Topaz Finance Limited trading as Hessonite Mortgages has responsibility. He is unhappy that having heard nothing about the shortfall debt that was created after the property was sold, he was cont... (2 pages)View decision -
Decision Reference DRN1422905
5 Dec 2018 Clydesdale Financial Services Limited Not upheldBanking and creditMr S complains that despite Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) writing to him to say his debt had been written off and this being confirmed by the debt management company, he later received a letter to say he still had th... (2 pages)View decision