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 DRN5990383
25 Aug 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr G complains that The Royal Bank of Scotland Plc took money from his savings account to pay off his credit card debt.backgroundMr G fell into arrears with his credit card payments. The bank passed the debt to a debt collector and says a letter was sent to Mr G... (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 -
Decision Reference DRN5313453
19 Jan 2017 DFH Limited Not upheldBanking and creditMr C complains, in summary, that DFH Limited, trading as DFH Financial Solutions, (“DFH”), didn’t provide him with appropriate information when he entered into a debt management plan (“DMP”) with it. The complaint is brought to this service on Mr C’s behalf by a ... (2 pages)View decision -
Decision Reference DRN3810225
15 Aug 2019 Paragon Finance Plc Not upheldBanking and creditMrs B complains that Paragon Finance PLC (Idem) is chasing her aggressively for a debt she disputes owing. And she further complains that unfair charges have been applied. She wants the debt written off or reduced and compensation.backgroundMrs B is represented in this complaint by F, a fi... (3 pages)View decision -
Decision Reference DRN-2021049
28 Jul 2020 Landmark Mortgages Limited Not upheldMortgagesDRN-2021049 The complaintThis complaint is about a mortgage and unsecured loan Miss P took out in 2006. It was originally taken out with Northern Rock (later NRAM) on the advice and recommendation of a broker firm I’ll call “M”. The mortgage and loan are currently held by Landmark Mortgag... (3 pages)View decision -
Decision Reference DRN7127556
17 Sep 2015 Barclays Bank Plc Not upheldPayment protection insurance (PPI)Miss P has complained about the way Barclays Bank Plc has used the compensation it worked out she was due after she complained she’d been mis-sold payment protection insurance (PPI).backgroundBetween 2004 and 2007 Miss P took out four loans with Barclays and was sold ... (2 pages)View decision -
Decision Reference DRN-5474074
22 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5474074 The complaint Mr A complains that Bank of Scotland plc trading as Halifax are holding him liable for a debt he thought had been written off. What happened Mr A held a credit card with Halifax. The account fell into arrears and the balance was part of a debt management plan w... (3 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 DRN5617334
5 Mar 2015 Wilson Andrews Limited Not upheldBanking and creditMrs B complains that Wilson Andrews Limited (“WAL”) provided her with unsatisfactory debt management advice. backgroundMrs B sought debt management advice in 2007 from WAL, and was advised to enter into a Trust Deed. At the time of entering the Trust Deed, her total unsecured debts were... (3 pages)View decision -
Decision Reference DRN-2432109
28 Dec 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2432109 The complaint Mr R complains that National Westminster Bank Plc, trading as NatWest, closed his bank accounts and added a default to his credit file. And he’d like this removed. What happened Mr R had a current account, some savings accounts and a Credit card with NatWest. Betw... (3 pages)View decision