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 77095 results
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Decision Reference DRN1571806
13 Jul 2016 Bank of Scotland Plc UpheldBanking and creditMr H complains that Bank of Scotland plc increased the amount outstanding on his loan without explanation. And then passed the debt to a debt collection company.backgroundMr H asked Bank of Scotland to explain how it had calculated the increased balance on his loan. M... (2 pages)View decision -
Decision Reference DRN5389813
29 Sep 2015 Arrow Global Management Limited Not upheldBanking and creditMr R complains that Arrow Global Management Limited acted unreasonably in starting court proceedings against him. Arrow stayed the proceedings but added the costs it had incurred to the debt Mr R owes. He wants it to write off the court costs, reduce his debt by £200... (2 pages)View decision -
Decision Reference DRN-5397669
26 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5397669 The complaint Mrs M complains that Metro Bank PLC (Metro) told her she wasn’t liable for the debts of her limited company, L, despite the fact that she was personally liable under the terms of a guarantee she had signed. Mrs M says that, if she knew the correct position, she... (3 pages)View decision -
Decision Reference DRN5139072
14 Apr 2015 Lloyds Bank PLC Not upheldBanking and creditMr N complains that Lloyds Bank PLC is harassing him to provide a charge over his home as additional security. He asks that it respects the terms of the contract.backgroundMr N gave a personal guarantee to Lloyds for the debts of a limited company. Lloyds called on the... (1 page)View decision -
Decision Reference DRN9420485
14 Sep 2017 Robinson Way Limited UpheldBanking and creditMr W complains that Robinson Way Limited is chasing him for a debt he doesn’t owe them.backgroundMr W says that Robinson contacted him in 2014 about a debt he knew nothing about. They threatened debt collection in 2016 but they still hadn’t provided proof of the ... (2 pages)View decision -
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 DRN-3124821
1 Dec 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-3124821 The complaint Ms P complains about Nationwide Building Society (“Nationwide”) for its decision to issue her with a credit card with a high credit limit. She feels that this lending was irresponsible and caused her to get into more debt. She wants all charges and interest to be ... (3 pages)View decision -
Decision Reference DRN9830530
9 Jan 2014 Lloyds Bank PLC Not upheldBanking and creditMr T complains that the loan opened in his sole name in March 2003 should have been opened in the joint names of himself and his wife. He also wants the loan transferred back to Lloyds Bank plc from the third party it sold it to, so that a repayment arrangement can be considered by Ll... (2 pages)View decision -
Decision Reference DRN-3822310
20 Feb 2023 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-3822310 The complaint Mr H has complained about The Royal Bank of Scotland Plc (RBS) using redress from a mis-sold payment protection insurance (PPI) policy to repay a debt, on the basis that the debt was written off in a sequestration. What happened Mr H, in his capacity as a sole tra... (3 pages)View decision -
Decision Reference DRN8075823
16 Apr 2013 Hamilton and Clarke Ltd Not upheldBanking and creditMr L complains that Debt Shield will not refund a £500 fee he paid to it when his involvement with it ended.background Mr L became a client of Debt Shield after an initial consultation with its advisor and he completed a questionnaire about his financial situation. On the information pr... (2 pages)View decision