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 74365 results
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Decision Reference DRN-4799913
11 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4799913 The complaint Mrs P complains Santander UK Plc allowed a business account to go severely overdrawn and is holding her jointly liable for the balance despite being told that she’s been the victim of domestic and economic abuse. What happened Mrs P is one of two signatories on... (3 pages)View decision -
Decision Reference DRN6870205
2 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs G complain about a debt reduction agreement that they took out with NEO Media Solutions Limited, trading as One Debt Solutions. They complain that it did not pay money to their creditors as it had agreed to do.backgroundMr and Mrs G entered into a debt reduction agreement wi... (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-3626649
15 Aug 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3626649 The complaint Mr B complains that PayPal (Europe) Sarl et Cie SCA failed to properly administer his account, allowing unauthorised transactions to be made which adversely affected his credit rating. What happened Mr B was plagued with calls from persons he believes were trying ... (3 pages)View decision -
Decision Reference DRN2396142
22 Aug 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr V complains that The Royal Bank of Scotland Plc has inappropriately registered adverse information about him on his credit file. He says that the loan should not have been sold by the bank to a third party.backgroundMr V took the loan in October 2008 and the amount borrowed included ... (3 pages)View decision -
Decision Reference DRN-3299897
7 Jul 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3299897 The complaint Ms A complains that HSBC UK Bank plc assigned an outstanding debt to a third party and didn’t contact her before doing so. What happened Ms A had a Graduate Account with HSBC. The account was overdrawn. Ms A says that in 2014 she was experiencing financial difficu... (3 pages)View decision -
Decision Reference DRN-4182841
30 Aug 2023 Bank of Scotland Plc Not upheldMortgagesDRN-4182841 The complaint Mr and Mrs T complain that Bank of Scotland plc (trading as Halifax) treated them unfairly and caused delays. They say this resulted in them having a larger shortfall debt after their property was acquired by their local council. They ask that the shortfall debt i... (3 pages)View decision -
Decision Reference DRN3583951
6 Jun 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMs F complains that Debt Connect (U.K.) Limited ‘Debt Connect’ has not refunded her money she was due back for cancelling a debt management plan.backgroundMs F had a debt management plan with Debt Connect which she cancelled. She says she had paid Debt Connect money but it did not make p... (2 pages)View decision -
Decision Reference DRN6378535
10 Jan 2017 House & Home Care Limited Not upheldBanking and creditMr and Mrs A complain that House & Home Care Limited, trading as Immediate Financial, (“IF”), overcharged them in terms of their fees and hadn’t assisted them in paying their debtsbackgroundMr and Mrs A initially entered into a debt management plan (“DMP”) with... (2 pages)View decision -
Decision Reference DRN8963139
28 Jun 2016 Santander UK Plc Not upheldPayment protection insurance (PPI)Mr B’s complaint is about the sale of a payment protection insurance (PPI) policy and the compensation Santander UK Plc (Santander) has offered to put things right.background Mr B complained that Santander mis-sold him a PPI policy on his flexi-loan account.In May 201... (2 pages)View decision
