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 71923 results
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Decision Reference DRN-3139556
16 Dec 2021 MBNA Limited Not upheldBanking and PaymentsDRN-3139556 The complaint Mr P complains MBNA Limited (MBNA) failed to notify him of missed payments on his credit card account and have registered a default on his credit file. What happened Mr P says he was contacted by a debt collection agency, informing him they had taken over his cred... (4 pages)View decision -
Decision Reference DRN8427660
21 Apr 2015 Elite Debt Solutions Ltd UpheldBanking and creditMrs S complains about the way her Debt Reduction Plan has been handled by Elite Debt Solutions Ltd. She wants a refund and compensation.backgroundMrs S paid Elite £400. She understood Elite would get in touch with her creditors and pay them for her. But Elite did not ... (2 pages)View decision -
Decision Reference DRN-5489947
22 Apr 2025 Plend Limited UpheldConsumer CreditDRN-5489947 The complaint Mr C complains that Plend Limited was irresponsible in its lending to him. What happened Mr C was provided with a £10,000 loan by Plend in November 2023. The loan term was 60 months and Mr C was required to make monthly repayments of around £247. Mr C said that... (5 pages)View decision -
Decision Reference DRN-5578435
17 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5578435 The complaint Mrs W complains that Bank of Scotland plc trading as Halifax sold her credit card account debt to a debt purchaser, when it said it wouldn’t do this due to her circumstances. What happened Mrs W says that in January 2022, she got into financial difficulties an... (3 pages)View decision -
Decision Reference DRN9581535
21 Dec 2016 Santander UK Plc UpheldPayment protection insurance (PPI)Mr and Mrs M are complaining that Santander UK Plc (Santander) mis-sold them two payment protection insurance (PPI) policies. They’re unhappy that it wants to use some of the compensation it’s offered to reduce a debt it says they still owe.backgroundIn 2005 Mr and Mrs ... (6 pages)View decision -
Decision Reference DRN-2910914
14 Jul 2021 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2910914 The complaint Mr H is unhappy that American Express Services Europe Limited (AESEL) increased the minimum payment on his credit card without his agreement. What happened Mr H had a credit card with AESEL with a debit balance and was paying £198 each month to the account. AESEL ... (2 pages)View decision -
Decision Reference DRN6811550
16 Oct 2019 Arrow Global Limited Not upheldBanking and creditMrs B complains about Arrow Global Limited chasing her for a debt which isn’t enforceable. She wants them to cease debt collection activity and for the balance to be written off. The complaint has been brought by a representative, who I’ll refer to as ‘F’.backgroundF complained to Arrow Gl... (2 pages)View decision -
Decision Reference DRN4039475
3 Jul 2014 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)This complaint is made by Mr J about a payment protection insurance (PPI) policy he says The Royal Bank of Scotland Plc (“RBS”) mis-sold to him and the compensation RBS has offered to pay to him in relation to the policy.backgroundMr J brought his complaint to this service initially in... (3 pages)View decision -
Decision Reference DRN7565501
13 Oct 2017 HFC Bank Limited Not upheldPayment protection insurance (PPI)Mrs A is unhappy with how HFC Bank Limited (‘HFC’) has resolved her complaint about a payment protection insurance policy (‘PPI’) attached to a loan.HFC Bank Limited sold the policy. But HSBC Bank plc has answered Mrs A’s complaint. For sake of ease I’ll refer to ‘HF... (8 pages)View decision -
Decision Reference DRN2294012
29 Sep 2017 Cabot Credit Management Group Limited Not upheldBanking and creditMr W complains that Cabot Credit Management Group Limited registered information on his credit file which he thinks it was not entitled to do.He asks that it stops putting “default notices” of his credit file, removes those that are there already and pay him reasonabl... (3 pages)View decision
