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 74386 results
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Decision Reference DRN5476831
24 Aug 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mrs O complained she was mis-sold a payment protection insurance policy (PPI) with her loan with The Royal Bank of Scotland Plc (RBS).backgroundRBS agreed that Mrs O had been mis-sold PPI and made her an offer of £8,130.82 which was paid on 31 May 2013. RBS said that ... (3 pages)View decision -
Decision Reference DRN-3772194
16 Nov 2022 Arrow Global Limited UpheldBanking and PaymentsDRN-3772194 The complaint Mr E has complained about a default registered by Arrow Global Limited. What happened This complaint surrounds a credit card account that was opened in 2012 and was sold to Arrow in 2019. The original creditor and Arrow wrote to Mr E to let him know Arrow now owne... (4 pages)View decision -
Decision Reference DRN-3246071
25 Jan 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3246071 Complaint Mr R says that Clydesdale Bank Plc (“Clydesdale”) treated him unfairly when he ran into difficulty repaying an unarranged overdraft. He was unhappy that his account was defaulted. Background One of our investigators looked into Mr R’s concerns. She didn’t think that C... (2 pages)View decision -
Decision Reference DRN5499890
23 Sep 2015 HSBC Bank plc UpheldBanking and creditMr and Mrs K complain that charges applied to their accounts by HSBC Bank plc were unfair and should be refunded.backgroundMr and Mrs K used a debt advice charity when they got into financial difficulties. But they say HSBC carried on applying charges to their debt... (2 pages)View decision -
Decision Reference DRN8866708
6 Jan 2015 NRAM plc Not upheldBanking and creditMiss K complains that NRAM plc unfairly refused to correct her files with the credit reference agencies. Miss K is represented by her father, Mr J.background Miss K took out a joint “Together” mortgage (which is a mortgage and an unsecured loan) with her partner in 2006. They split u... (4 pages)View decision -
Decision Reference DRN2236641
20 Dec 2016 Santander UK Plc UpheldBanking and creditMrs H complains that Santander UK Plc (trading as Cahoot) wrongly chased her for a debt and delayed in contacting her about it.background In April 2010, Mrs H cleared her outstanding balance with Cahoot. In November 2010 a £50 purchase was made from the account. Cahoot ... (2 pages)View decision -
Decision Reference DRN-4640881
7 Mar 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-4640881 The complaint Mr O complains that Capquest Debt Recovery Limited (Capquest) are chasing him for a debt he believes was lent to him irresponsibly and sold without warning. He also complains that he hasn’t been provided with evidence the debt was legally purchased. What happe... (3 pages)View decision -
Decision Reference DRN2429629
19 Jan 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr F complains that his mortgages were mis-sold by Legal & General Partnership Services Limited (“L&G”).backgroundMr F had a mortgage. In 2005, he took advice from L&G, leading to him re-mortgaging to another lender, consolidating debt and raising some capital to finish pla... (2 pages)View decision -
Decision Reference DRN-3182919
18 Jan 2022 Debt Managers (Services) Limited UpheldConsumer CreditDRN-3182919 The complaint Mr M has complained that Debt Managers (Services) Limited have been reporting incorrect information on his credit file. What happened This complaint is about a consumer credit agreement which defaulted in 2016 and was acquired by Debt Managers in 2017. In March 20... (2 pages)View decision -
Decision Reference DRN0937485
15 Mar 2019 HSBC UK Bank Plc UpheldBanking and creditMr B complains that HSBC Bank Plc lent to him irresponsibly over a number of years. He approached them for help when he fell into financial difficulty and asked for a consolidation loan – but they didn’t help him. backgroundMr B has banked with HSBC for a number of... (6 pages)View decision
