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 71923 results
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Decision Reference DRN8858678
22 Mar 2017 MBNA Limited UpheldPayment protection insurance (PPI)Mr L is complaining about the amount of compensation MBNA Limited (MBNA) has offered him for mis-selling a payment protection insurance (PPI) policy.backgroundIn 2001 Mr L took out a PPI policy alongside a credit card. In 2003 he got into financial difficulties and he... (2 pages)View decision -
Decision Reference DRN0594241
5 Jul 2013 Paratus AMC Limited Not upheldBanking and creditK820x summary of complaintMrs and Mr G complain that Paratus AMC Limited were irresponsible to lend to them as it did not consider the level of their outstanding debt. They said the mortgage is now unaffordable to them.background to complaintMrs and Mr G approached a broker for help ... (2 pages)View decision -
Decision Reference DRN-2465791
7 Jan 2021 NewDay Ltd UpheldConsumer CreditDRN-2465791 The complaint Mr C complains that NewDay Limited (NewDay) sold his debt to a debt collection agency without giving notice and while an agreed payment plan was in place. What happened Mr C had a loan account with NewDay and due to a change in his financial circumstances he agree... (3 pages)View decision -
Decision Reference DRN-4851966
13 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4851966 The complaint Mr R complains National Westminster Bank Plc didn’t record the date of his default correctly or update his default to show his debt as settled or let him know that it had decided not to pursue him for the debt. He complains that National Westminster Bank Plc cause... (3 pages)View decision -
Decision Reference DRN1572146
21 Nov 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs P complain that HSBC UK Bank Plc unfairly refused their application for further borrowing on their mortgage. They say they wanted to use the borrowing to pay off unsecured debt.backgroundMr and Mrs P had an existing mortgage with HSBC. They reviewed their finances and decided to... (4 pages)View decision -
Decision Reference DRN-1374184
7 Apr 2020 PRA Group (UK) Limited Not upheldConsumer CreditDRN-1374184The complaintMrs W complains that PRA Group (UK) Limited purchased a debt from her credit card provider, who I’ll call ‘A’ when she hadn’t given her permission for the debt to be sold. She said that she neither saw nor signed the terms and conditions A relied on to sell the debt... (3 pages)View decision -
Decision Reference DRN8283631
17 Jan 2014 Barclays Bank Plc Not upheldBanking and creditMr F complains that Barclays Bank Plc has wrongly combined his accounts and transferred them to a debt collections agency. He says the bank should not have allowed one of the accounts to become overdrawn and should not have transferred them while he was honouring a repayment plan to cl... (2 pages)View decision -
Decision Reference DRN-2263614
14 Dec 2020 Link Financial Outsourcing Limited Not upheldBanking and PaymentsDRN-2263614 The complaint Mr S has complained about Link Financial Outsourcing Limited chasing him for a debt which he feels should’ve been covered by a previous Payment Protection Insurance (PPI) policy. What happened This complaint is about a credit card account which Link began managing... (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 DRN1181777
13 Feb 2014 Capital One (Europe) plc UpheldBanking and creditMr L had a credit card with Capital One (Europe) plc. In October 2009 Mr L paid Capital One a lump sum payment of £2,000 to clear the outstanding balance on his credit card. Mr L says that he made this payment in full and final satisfaction of the outstanding balance. But then Capita... (3 pages)View decision
