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 DRN5889434
19 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr G complains that HSBC Bank plc failed to refund unauthorised payments taken from his current account and unfairly applied account charges. backgroundMr G took a short-term loan and says that the short-term lender wrongly took repayments from his current account with HS... (3 pages)View decision -
Decision Reference DRN6797376
22 Dec 2015 HSBC Bank plc Not upheldPayment protection insurance (PPI)Ms G has complained that HSBC Bank Plc (HSBC) mis-sold her a payment protection insurance (PPI) policy. backgroundMs G took out a personal loan with HSBC in July 2004. At the same time she was sold a single premium PPI policy – this was paid for by an upfront cost... (2 pages)View decision -
Decision Reference DRN-5446092
29 Jul 2025 Fluent Mortgages Limited UpheldMortgagesDRN-5446092 The complaint Mr and Mrs H complain that when Fluent Mortgages Limited trading as Fluent Money arranged them a mortgage, the amount it arranged wasn’t enough, leaving them with a shortfall. What happened Mr and Mrs H consulted Fluent Money about re-mortgaging their existing ... (5 pages)View decision -
Decision Reference DRN-3168509
26 Jan 2022 Prac Financial Limited Not upheldConsumer CreditDRN-3168509 The complaint Mr H complains that PRAC Financial Limited (PRAC) didn’t respond sympathetically to his attempts to settle an outstanding debt. What happened In 2019 PRAC bought an outstanding debt in Mr H’s name. PRAC instructed a company which I will refer to as “B” to recover ... (2 pages)View decision -
Decision Reference DRN8423145
5 Aug 2019 National Westminster Bank Plc Not upheldInvestment and pensionsMr C complains that National Westminster Bank Plc hasn’t paid him enough compensation in respect of an interest rate hedging product (IRHP) it sold to him in 2003.(We have also received complaints on behalf of two limited companies associated with Mr C. I’ll call those companies ‘K’ and ‘N... (7 pages)View decision -
Decision Reference DRN-5861028
25 Nov 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5861028 The complaint Mrs B complains that Lloyds Bank PLC was irresponsible in its lending to her. What happened Mrs B was provided with two loans by Lloyds. LoanDate Amount Term Monthly repayments 1 December 2016 £24,025 84 months £401.44 2 March 2019 £8,00084 months £149.40 Mrs ... (4 pages)View decision -
Decision Reference DRN7686886
6 May 2015 Lloyds Bank PLC Not upheldBanking and creditMr L complains about Lloyds Bank PLC recording information on his credit file. He believes the debt with the bank is statute barred and because of this the debt should no longer be showing on his credit file. backgroundMr L took out a credit card with the bank. In 20... (2 pages)View decision -
Decision Reference DRN-1374184
7 Apr 2020 PRA Group (UK) Limited Not upheldConsumer CreditDRN-1374184The complaintMrs W complains that PRA Group (UK) Limited purchased a debt from her credit card provider, who I’ll call ‘A’ when she hadn’t given her permission for the debt to be sold. She said that she neither saw nor signed the terms and conditions A relied on to sell the debt... (3 pages)View decision -
Decision Reference DRN5640495
19 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr J complains about the maladministration of an account he holds with National Westminster Bank Plc (“NatWest”). He says it didn’t respond to letters requesting information about the debt and therefore it is in breach of the tacit agreement that there is no debt.back... (2 pages)View decision -
Decision Reference DRN4025124
23 Aug 2013 Barclays Bank Plc Not upheldBanking and creditMr A complains that Barclays Bank Plc, (trading as Barclaycard), accepted a sum in full and final settlement of the amount he owed on his credit card, but then later asked him to repay the outstanding balance. Mr A is also unhappy that the debt has been passed to different debt collectors... (2 pages)View decision