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 DRN8557439
13 Jul 2018 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr A is complaining that HSBC Bank Plc (“HSBC”) has used the compensation it offered for the mis-selling of a payment protection insurance (“PPI”) policy attached to his credit card, to reduce his outstanding debt.backgroundIn 2018, HSBC offered Mr A compensation of £6... (2 pages)View decision -
Decision Reference DRN3184698
8 Jul 2019 Link Financial Outsourcing Limited UpheldBanking and creditMr B says Link Financial Outsourcing Limited is chasing him for a debt that doesn’t exist. backgroundIn 2015, Mr B took a store card with another business as it entitled him to a discount on a purchase. He says he only used it for that purchase. He’s provided an account statement dated 21 ... (2 pages)View decision -
Decision Reference DRN-4494590
31 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4494590 The complaint Miss R complains that National Westminster Bank Plc unfairly recorded a default against her. She’d like the default removed and compensation for the impact. What happened Miss R had an account with NatWest. On 27 April 2022 NatWest sent Miss R a letter advising th... (3 pages)View decision -
Decision Reference DRN3976848
21 Feb 2018 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs R have complained that Bank of Scotland plc, trading as Halifax, applied a default to their credit file about an outstanding balance. They weren’t aware of this and would like the bank to remove the defaults. backgroundMr and Mrs R had disputed a £10,000... (2 pages)View decision -
Decision Reference DRN-4448802
5 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4448802 The complaint Mr W complains that HSBC UK Bank Plc (HSBC) didn’t send him a letter, about persistent debt on his credit card, by email as was his stated preference. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In... (2 pages)View decision -
Decision Reference DRN2927195
19 Mar 2020 Lloyds Bank PLC Not upheldBanking and creditThe estate of Mr T is unhappy that Lloyds Bank PLC used money in his bank account to pay a credit card debt. The estate wants Lloyds to repay this money along with interest. This complaint is brought on behalf of the estate by its representative, who I’ll call Mr T1.backgroundMr T sadly pa... (2 pages)View decision -
Decision Reference DRN-5278474
22 Jan 2025 Southern Pacific Mortgage Limited UpheldMortgagesDRN-5278474 The complaint Mr L complains that Southern Pacific Mortgage Limited (SPML) took payments from him in respect of a mortgage after he had been discharged from bankruptcy, and that it reported missed payments to his credit file. What happened Mr L took out a mortgage with SPML ... (4 pages)View decision -
Decision Reference DRN0978836
11 Feb 2020 Hoist Finance UK Limited UpheldBanking and creditMr T complains that Hoist Finance UK Limited are asking him to repay a debt he doesn’t believe he owes. backgroundMr T held a current account with a bank (who I’ll refer to as “G”). He says he asked G to close this account in 1997 as he was moving abroad. Mr T says he also used to be an em... (3 pages)View decision -
Decision Reference DRN4524973
26 Nov 2015 Bank of Scotland Plc Not upheldBanking and creditMrs P complains that Bank of Scotland plc (trading as Halifax) is wrongly holding her liable for a credit card debt.backgroundHalifax pursued Mrs P – directly, and also through collection agents – in relation to a credit card debt. Mrs P says that, in spite of several... (3 pages)View decision -
Decision Reference DRN4532081
2 Jan 2014 NEO Media Solutions Limited Not upheldBanking and creditMs B complains about a debt reduction agreement that she took out with NEO Media Solutions Limited, trading as One Debt Solution. She complains that it did not pay money to her creditors as it had agreed to do.backgroundMs B entered into a debt reduction agreement with One Debt Solutio... (2 pages)View decision