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 DRN2409081
1 Aug 2019 BW Legal Services Limited Not upheldBanking and creditMr C is unhappy that bailiffs still visited his home after he’d contacted BW Legal Services Limited (“BW”) to arrange a settlement and prevent bailiff action.backgroundMr C had some debts, and in October 2014 BW was instructed to recover one of these debts. It seems BW tried to contact Mr ... (2 pages)View decision -
Decision Reference DRN7288099
11 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMr H has complained that after National Westminster Bank Plc (Natwest) upheld an earlier complaint he had made about mis-selling him a packaged bank account, it decreased the amount of compensation it paid him to reduce a debt it said he owed from several years earlier... (3 pages)View decision -
Decision Reference DRN7433191
15 Oct 2018 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr B is unhappy with the way National Westminster Bank Plc has used the compensation it offered for a mis-sold payment protection insurance (PPI) policy associated with his credit card.backgroundMr B complained to NatWest that the PPI that had been associated with his ... (2 pages)View decision -
Decision Reference DRN7036414
24 Oct 2013 Hillesden Securities Limited Not upheldBanking and creditMrs Y complains about Hillesden Securities Limited (trading as DLC) asking her to repay a debt that she says is not hers. She says the debt was for her deceased husband and it was in his sole name. She says it was not a joint debt and she should not therefore be asked to repay the debt. b... (2 pages)View decision -
Decision Reference DRN0946896
10 Oct 2019 Santander UK Plc Not upheldBanking and creditMiss T complains Santander UK Plc has treated her unfairly while she’s been unwell. The bank’s approach has impacted on her health.backgroundMiss T had an arrangement to pay Santander £1 each month towards her loan and credit card accounts. It’d been in place for a number of years. Miss S ... (3 pages)View decision -
Decision Reference DRN2016232
14 Sep 2017 Clydesdale Financial Services Limited Not upheldBanking and creditMr L complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) wrongly told him that his debt had been written off. He would like the debt to be reduced by the amount he would’ve repaid if he had continued to make payments.backgro... (2 pages)View decision -
Decision Reference DRN-3626649
15 Aug 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3626649 The complaint Mr B complains that PayPal (Europe) Sarl et Cie SCA failed to properly administer his account, allowing unauthorised transactions to be made which adversely affected his credit rating. What happened Mr B was plagued with calls from persons he believes were trying ... (3 pages)View decision -
Decision Reference DRN-3905295
18 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3905295 The complaint Mrs H complains that HSBC UK Bank Plc passed her data to a third-party debt collector unlawfully, without her consent. She also complains that HSBC did not handle her complaint correctly. What happened Mrs H had a credit card with HSBC. In 2014, HSBC said the acco... (7 pages)View decision -
Decision Reference DRN3345586
30 Oct 2019 HSBC UK Bank Plc Not upheldBanking and creditThis complaint’s about a further advance mortgage application Mr and Mrs L made to HSBC UK Bank Plc. They’re unhappy that HSBC wouldn’t lend them the money they wanted for debt consolidation.backgroundMr and Mrs L had a mortgage with HSBC and wanted to borrow more money. Mr and Mrs L said ... (2 pages)View decision -
Decision Reference DRN-5193372
12 Feb 2025 Metro Bank PLC Not upheldMortgagesDRN-5193372 The complaint Mr J complains that Metro Bank PLC gave him unsuitable advice to consolidate his unsecured debts during a re-mortgage application. He says it didn’t take account of the costs associated with the increased period over which the debt was to be repaid. He also co... (6 pages)View decision