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 DRN-3069896
24 Sep 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3069896 The complaint Mr P complains that Capital One (Europe) plc has unfairly increased his minimum monthly payment as a result of being in persistent debt on one of his credit cards. What happened Mr P has two credit card accounts with Capital One. On card ending 5318, Mr P has bee... (5 pages)View decision -
Decision Reference DRN8518692
14 Aug 2015 HFC Bank Limited Not upheldPayment protection insurance (PPI)Mr M complains that he was mis-sold a payment protection insurance policy (PPI) with a loan with HFC Bank Limited (HFC).backgroundMr M took out a loan with HFC in 1998. The loan was originally in joint names with his late father. In 2003 HFC rewrote the debt to remov... (3 pages)View decision -
Decision Reference DRN-4507685
8 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4507685 The complaint Miss T complains that Barclays Bank UK PLC trading as Barclaycard gave her incorrect information about regarding her debt. What happened Miss T held an account with Barclaycard which defaulted in 2017 after it fell into arrears and remained unpaid. In 2021 Miss T ... (2 pages)View decision -
Decision Reference DRN1906113
5 Aug 2014 Barclays Bank Plc Not upheldBanking and creditMr D complains that Barclays Bank PLC, trading as Barclaycard, will not accept his settlement proposal for the credit card debt that he owes to it. He is being helped with his complaint by his father.backgroundMr D had a credit card debt to Barclaycard that he was unable to repay due ... (2 pages)View decision -
Decision Reference DRN3000472
20 Feb 2014 HSBC Bank plc Not upheldBanking and creditMr N complains that HSBC Bank Plc continued to pursue him for a debt for three years after it agreed that the debt was not his.background A fraudster borrowed money in Mr N’s name from HSBC. As a result of the fraudster’s actions, there was an unpaid debt and HSBC applied a default mar... (2 pages)View decision -
Decision Reference DRN6915333
16 Oct 2018 Instant Cash Loans Limited Not upheldBanking and creditMr S complains that Instant Cash Loans Limited, trading as The Money Shop, acted unfairly in selling the outstanding balance of one of his loans to a third party debt collector. backgroundIn 2012 and 2013, Mr S took out four loans with The Money Shop. Mr S didn’t ... (2 pages)View decision -
Decision Reference DRN-6152140
17 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6152140 The complaint Mr G complains that NewDay Ltd trading as Fluid Credit Card lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr G applied ... (3 pages)View decision -
Decision Reference DRN3215445
10 Jun 2014 Legal & General Partnership Services Limited Not upheldBanking and creditThrough their representative, a claims management company, Mr and Mrs J complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Ltd (“L&G”).backgroundMr and Mrs J had a mortgage. They received advice in 2006 on a re-m... (2 pages)View decision -
Decision Reference DRN4724909
26 Feb 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMr K complains Lowell Portfolio I Ltd chased him for a debt that wasn’t his and he was refused credit as a result. background In March 2014 Mr K was contacted by Lowell, chasing a debt it had bought from a third party lender. The debt didn’t belong to Mr K. But, when he told Lowell... (2 pages)View decision -
Decision Reference DRN2236641
20 Dec 2016 Santander UK Plc UpheldBanking and creditMrs H complains that Santander UK Plc (trading as Cahoot) wrongly chased her for a debt and delayed in contacting her about it.background In April 2010, Mrs H cleared her outstanding balance with Cahoot. In November 2010 a £50 purchase was made from the account. Cahoot ... (2 pages)View decision