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 69711 results
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Decision Reference DRN-3652910
7 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3652910 The complaint Mr R’s complaint is about National Westminster Bank Plc. The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my decision. What I’ve decided – and why I’ve considered all the a... (2 pages)View decision -
Decision Reference DRN3627582
31 Mar 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Miss S’s complaint is about how The Royal Bank of Scotland Plc (RBS) used the compensation it offered to settle her complaint about mis-sale payment protection insurance (PPI).backgroundMiss S complained to RBS about PPI sold to her with two loans. RBS offered to se... (3 pages)View decision -
Decision Reference DRN-3758203
15 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3758203 The complaint Miss D complains that Barclays Bank UK PLC held her liable for credit card transactions she says she didn’t make, which led to her entering into an IVA. She’d like the transactions refunded and compensation. What happened Miss D held a credit card account with Bar... (3 pages)View decision -
Decision Reference DRN-3581135
3 Aug 2022 Intrum UK Limited Not upheldBanking and PaymentsDRN-3581135 The complaint Mr R complains that Intrum UK Limited are pursuing him for a debit which he disputes. What happened In November 2019 a credit card debt in the sum of £3,739.46 in Mr R’s name was sold to Intrum. Mr R contacted Intrum and disputed the debt. He requested a copy of t... (2 pages)View decision -
Decision Reference DRN8151747
16 May 2013 Welcome Financial Services Limited UpheldPayment protection insurance (PPI)K821x summaryThis complaint concerns three single premium payment protection insurance (PPI) policies taken out by Mr and Mrs A alongside three unsecured loans in March 2003, June 2003 and May 2004. Mr and Mrs A say Welcome Financial Services Limited (‘Welcome’) mis-sold the policies.ba... (5 pages)View decision -
Decision Reference DRN2926408
31 Mar 2015 DFH Limited Not upheldBanking and creditMr H complains about the way that DFH Limited, trading as DFH Financial Solutions, has dealt with his debt management plan. He says that he agreed to pay £123 each month for 24 months to repay his debts but that the repayments are now required over a longer per... (2 pages)View decision -
Decision Reference DRN5998105
15 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr M complains that Barclays Bank Plc wrongly told him in 2008 that his credit card account was closed, leading to interest and charges being applied and his credit rating being affected. He also complains that Barclays took money from his current account without warning, to pay his credi... (3 pages)View decision -
Decision Reference DRN-2794973
7 Jun 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2794973 The complaint Mr O complains that he isn’t responsible for his debt with Clydesdale Bank Plc trading as Virgin Money (Virgin). What happened Mr O opened a credit card account with Virgin in September 2016 with a limit of £6000. He transferred a debt to it on an interest free of... (3 pages)View decision -
Decision Reference DRN2750762
21 Aug 2017 Welcome Financial Services Limited Not upheldBanking and creditMr P complains Welcome Financial Services Limited (trading as Welcome Finance) sold on a debt even though he’d settled it. backgroundIn 2007 Mr P took out a loan with Welcome Finance. By 2008 his circumstances had changed and he was unable to keep up with the repayments.... (2 pages)View decision -
Decision Reference DRN2467165
13 May 2020 HSBC UK Bank Plc Not upheldBanking and creditMr M complains that HSBC UK Bank Plc defaulted his bank account and he says that this affected his mortgage application even though he’d settled the outstanding debt several years earlier.backgroundMr M says he approached HSBC about a remortgage; he wanted to transfer the mortgage into his... (3 pages)View decision
