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 70772 results
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Decision Reference DRN5271703
11 Dec 2018 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr A’s complaint is about how National Westminster Bank Plc (NatWest) has used the compensation it offered to settle his complaint about a mis-sold payment protection insurance (PPI) policy which was attached to his credit card.backgroundMr A took out a credit card with ... (3 pages)View decision -
Decision Reference DRN-5398693
20 Mar 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5398693 The complaint Mr D complains that Metro Bank PLC trading as RateSetter was irresponsible when it offered him a loan. What happened RateSetter agreed a loan of £5,000 for Mr D in January 2023. The total amount owed was £5,883.12 to be repaid at £163.42 a month over 36 months... (5 pages)View decision -
Decision Reference DRN1717272
23 Oct 2017 Hoist Finance UK Limited Not upheldBanking and creditMr O has complained Hoist Finance UK Limited hasn’t met the terms of the Consumer Credit Act in asking him to pay a debt on a credit card. He wants them to give him a signed credit agreement, all of his personal data they hold and prove they’re the legal owner of th... (2 pages)View decision -
Decision Reference DRN-2194412
12 Oct 2020 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-2194412 The complaint Ms B complains about the way in which Capquest Debt Recovery Limited (which I’ll call CDR) has chased her for payment of a debt bought from Halifax. What happened In or about June 2013 Halifax, part of Lloyds Banking Group, sold to Capquest Investments Limited (CI... (2 pages)View decision -
Decision Reference DRN-3214100
15 Dec 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3214100 The complaint Mr B complained about Barclays Bank UK PLC. He’d been a victim of identity theft, with a fraudulent Barclays account set up in his name, and a debt incurred on it. Barclays said it had closed the fraudulent account, but around 18 months later, Mr B was contacted a... (4 pages)View decision -
Decision Reference DRN-4619746
26 Nov 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4619746 The complaint Mr M is unhappy with Bank of Scotland plc, trading as Halifax’s (Halifax) handling of his overdraft debt. Mr M says Halifax used the wrong date for reporting the default to the Credit Reference Agencies (CRAs) and has expressed concerns about the sale of the de... (4 pages)View decision -
Decision Reference DRN4386754
30 Sep 2014 Wage payment and Payday Loans Limited UpheldBanking and creditMr A and his representative complain that Wage payment and Payday Loans Limited should not have approved his loan application due to his financial difficulties as it was unaffordable.backgroundMr A applied for a loan with WPPL. He provided it with information about his income and outgoi... (1 page)View decision -
Decision Reference DRN-4422912
15 Nov 2023 Equifax Limited Not upheldConsumer CreditDRN-4422912 The complaint Mr E complains about an entry on his Equifax Limited credit file. What happened Earlier this year, Mr E contacted Equifax and raised concerns about an entry on his credit file. Mr E explained a defaulted credit card debt reported by a business I’ll refer to as C w... (2 pages)View decision -
Decision Reference DRN1781231
2 Jul 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr C isn’t happy with how Capital One (Europe) plc (‘Capital One’) has resolved his complaint about a payment protection insurance (‘PPI’) policy attached to a credit card. backgroundMr C had a PPI policy attached to a credit card that was sold in 2000.Mr C entered... (3 pages)View decision -
Decision Reference DRN6253368
4 Nov 2014 Skyfire Insurance Company Limited Not upheldInsurance (excluding PPI)Mr E complains that Skyfire Insurance Company Limited (trading as 1st Central) passed his debt for an outstanding premium due on his motor insurance policy to its debt collectors prematurely. He seeks compensation for its poor service and the hassle he has experienced. backgroundMr E’s ... (2 pages)View decision
