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 DRN4403860
18 Jul 2018 Tesco Personal Finance PLC Not upheldBanking and creditMr L complains that a debt collection agency is asking him to pay money owed to Tesco Personal Finance Plc trading as Tesco Bank. But he says he doesn’t owe any money to Tesco Bank. And he complains about the way he’s been treated.To settle matters he’d like Tesco B... (4 pages)View decision -
Decision Reference DRN8357812
20 Nov 2015 Idem Capital Securities Limited Not upheldBanking and creditMrs W complains about Idem Capital Securities Limited (“Idem”) which has taken over a debt she owed. She says she wasn’t told about this until recently and has found out she now has a county court judgment (“CCJ”) against her.backgroundIn 2006, Mrs W took out a loan whi... (2 pages)View decision -
Decision Reference DRN5455430
18 Oct 2016 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr B is complaining that HSBC Bank Plc (HSBC) mis-sold him a payment protection insurance (PPI) policy. He’s unhappy that it’s used the compensation it offered to reduce a debt.backgroundMr B took out a PPI policy alongside a credit card. Mr B complained to HSBC that ... (2 pages)View decision -
Decision Reference DRN-5037563
11 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5037563 The complaint Ms M complains that HSBC UK Bank Plc has treated her unfairly and provided poor customer service when her credit card account fell into persistent debt. What happened In November 2023 Ms M tried to use her credit card but she found it was blocked. She telephone... (7 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 DRN6979787
2 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMr C complains that National Westminster Bank plc changed and replaced his business accounts without taking proper account of his wishes, removing his control of the accounts and affecting his business. backgroundMr C had current and loan accounts with NatWest. He sa... (3 pages)View decision -
Decision Reference DRN4807826
28 Jun 2018 Nationwide Building Society Not upheldBanking and creditMr B’s representatives, the Citizen’s Advice Bureau (CAB), has complained on his behalf that correspondence relating to a credit card debt he has with the Nationwide Building Society (Nationwide) , has been sent directly to Mr B rather than to the CAB. Mr B is als... (2 pages)View decision -
Decision Reference DRN1916702
31 May 2019 Paragon Finance Plc Not upheldBanking and creditMr P and his representative complain that he’s been harassed by Paragon Finance PLC (trading as Idem Servicing) when it’s attempted to collect a debt from him. They want the amount owed to be demonstrated as fair, for it to be reduced or written off and £100 compen... (2 pages)View decision -
Decision Reference DRN-4045148
27 Mar 2023 Barclays Bank UK PLC UpheldConsumer CreditDRN-4045148 The complaint Mr T is unhappy that Barclays Bank UK PLC are pursuing him to repay an unsecured personal loan taken out in 2014. What happened Mr T has said that he doesn’t remember taking out an unsecured loan in 2014 and that he has never received any contact or correspondence... (3 pages)View decision -
Decision Reference DRN6483022
19 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMrs C complains that NEO Media Solutions Limited (trading as One Debt Solution) failed to administer her debt management plan appropriately.our initial conclusionsOur adjudicator upheld the complaint. She concluded that One Debt Solution failed to meet the requirements of the Of... (2 pages)View decision
