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 74313 results
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Decision Reference DRN8231666
8 Jan 2015 Debts Reduced Ltd UpheldBanking and creditMrs A complains about a debt management plan she entered into with Debts Reduced Ltd. She says she was not fully informed about the charges that would be applied to the plan and she is unhappy about the amounts that have actually been passed on to her creditors. backgroundThe complain... (2 pages)View decision -
Decision Reference DRN5889434
19 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr G complains that HSBC Bank plc failed to refund unauthorised payments taken from his current account and unfairly applied account charges. backgroundMr G took a short-term loan and says that the short-term lender wrongly took repayments from his current account with HS... (3 pages)View decision -
Decision Reference DRN9647450
25 Sep 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs P has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (“PPI”).backgroundMrs P took out a credit card with Capital One and also to... (2 pages)View decision -
Decision Reference DRN1490845
10 Jan 2018 Pentagon (UK) Limited Not upheldBanking and creditMr A1 and Mr A2 complain about a debt management plan administered by Pentagon (UK) Limited (“Pentagon”).backgroundMr A1 and Mr A2 took out a joint debt management plan with Pentagon in 2004. At theoutset they paid an instruction fee and thereafter a monthly, ma... (5 pages)View decision -
Decision Reference DRN3350398
9 Aug 2016 MEM Consumer Finance Limited Not upheldBanking and creditMiss T complains that MEM Consumer Finance Limited trading as PayDay UK (“PayDay UK”) has noted in her credit records that she hadn’t paid a payday loan in full. She wants the default marker removed from her credit records and compensation for her trouble and upset.... (2 pages)View decision -
Decision Reference DRN-2525655
25 Jan 2021 Bank of Scotland Plc Not upheldMortgagesDRN-2525655 The complaint This complaint is brought by Miss W, in her capacity as Executor of the estate of her late father, Mr W, who died in 2006. Miss W’s complaint is about the way Bank of Scotland Plc (trading as Halifax) has dealt with her late father’s Retirement Home Plan mortgage ... (3 pages)View decision -
Decision Reference DRN8111099
7 Mar 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs N has complained about the way Royal Bank of Scotland Plc (RBS) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (PPI).backgroundMrs N took out a loan with RBS. With this she took out PPI to pro... (2 pages)View decision -
Decision Reference DRN-5186894
10 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5186894 The complaint Mr and Mrs M complain that Bank of Scotland plc continue to pursue them for a mortgage debt after Mr M’s bankruptcy. What happened Mr and Mrs M have had a joint mortgage with Bank of Scotland (BoS) for some time. In 2012, Mr M was declared bankrupt. He was late... (3 pages)View decision -
Decision Reference DRN9006473
19 Aug 2015 Haydon Associates Debt Management Consultants Ltd UpheldBanking and creditMiss C, who is represented by a third party, complains Haydon Associates Debt Management Consultants Ltd (trading as “Resolve Money Matters”) mis-sold its debt reduction plan to her.backgroundMiss C says she agreed with Resolve Money Matters that it would manage her ... (2 pages)View decision -
Decision Reference DRN-3423665
16 May 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3423665 The complaint Mrs L and Mr L complain about National Westminster Bank Plc (NWB) and the decision to pass their defaulted accounts to a debt collection agent. What happened Mrs L and Mr L held accounts with NWB for several years. But they struggled to manage these accounts due t... (3 pages)View decision
