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 DRN1635775
18 Feb 2015 Santander UK Plc Not upheldPayment protection insurance (PPI)Mr and Mrs J’s complaint is about the compensation Santander UK Plc (Santander) offered to settle their complaint about a payment protection insurance (PPI) policy taken out with a loan. backgroundMr and Mrs J complained in 2011 to Santander about the sale of a PPI policy associated ... (4 pages)View decision -
Decision Reference DRN4560384
30 Mar 2019 Santander Consumer (UK) Plc Not upheldBanking and creditMrs P complains that Santander Consumer (UK) Plc recorded inaccurate information on her credit file. Mrs P also complains that the default was registered later than it should’ve been. background The background to this complaint, and my initial conclusions, were set o... (4 pages)View decision -
Decision Reference DRN0913403
7 Nov 2013 Microcredit Limited UpheldBanking and creditMrs A complains that Microcredit Limited, trading as MiniCredit.co.uk, did not deal with her fairly when she was unable to repay a payday loan.backgroundMrs A took a payday loan in July 2012 of £450 and rolled this over in October 2012 with £589.50 to be paid. She contacted Microcredit ... (2 pages)View decision -
Decision Reference DRN-2985467
21 Oct 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2985467 The complaint Mrs R complains that Barclays Bank UK PLC trading as Barclaycard were not clear with her regarding what would happen with her outstanding balance when her account defaulted and poor customer service. Mrs R is represented by her husband in bringing this complaint. ... (3 pages)View decision -
Decision Reference DRN6137794
9 Jan 2019 National Westminster Bank Plc Not upheldBanking and creditMr B is unhappy with National Westminster Bank Plc’s decision to close his account. He’s also unhappy they transferred his debt to a debt collection agency on the closure of the account. And Mr B feels Nat West discriminated against him due to his race.backgroundMr B... (2 pages)View decision -
Decision Reference DRN-2695487
14 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2695487 The complaint Mr W complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr W applied for a credit card from Aqua. This was approved on 1 May 2016 with a limit of £600. The limit was unchanged. In September 2018, Aqua sent Mr W a Notice of De... (2 pages)View decision -
Decision Reference DRN-5049571
4 Oct 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-5049571 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) irresponsibly agreed a loan for him. What happened HSBC agreed a loan of £30,000 for Mr W in February 2023. The total amount owed was £51,420.48 to be repaid at £535.63 a month over 96 months. Mr W met his repayme... (5 pages)View decision -
Decision Reference DRN6596078
22 May 2014 Bradford & Bingley Plc Not upheldBanking and creditMr and Mrs W complain that Bradford & Bingley Plc continues to pursue them for the shortfall on their mortgage following repossession of their property.backgroundMr and Mrs W had a mortgage with Bradford & Bingley. In 1991, their property was repossessed and sold, leaving a sub... (3 pages)View decision -
Decision Reference DRN3222571
20 Jul 2017 Debitum Limited UpheldBanking and creditMs C’s complained about a debt management plan she entered into with Debitum Limited. She’s unhappy that despite her paying £240 a month her debts weren’t settled.backgroundMs C entered into a debt management plan with Debitum in 2010. She says it agreed that it wo... (3 pages)View decision -
Decision Reference DRN3691444
6 Mar 2014 Robinson Way Limited UpheldBanking and creditMrs D complains that Robinson Way Limited is asking her to pay a debt that she does not owe. Mrs D wants Robinson Way to apologise and pay her compensation for the distress and inconvenience she has suffered.backgroundMrs D says that she received a letter from Robinson Way in 2013 and co... (1 page)View decision