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 74313 results
-
Decision Reference DRN5476831
24 Aug 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mrs O complained she was mis-sold a payment protection insurance policy (PPI) with her loan with The Royal Bank of Scotland Plc (RBS).backgroundRBS agreed that Mrs O had been mis-sold PPI and made her an offer of £8,130.82 which was paid on 31 May 2013. RBS said that ... (3 pages)View decision -
Decision Reference DRN2324714
18 Feb 2019 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc won’t write off a credit card debt he owes despite being aware that he’s suffering from some serious health problems. backgroundMr M opened a credit card with Santander in September 2017 and transferred balances he owed elsewhere t... (2 pages)View decision -
Decision Reference DRN-2026692
6 Jan 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2026692 The complaint Mr A complains that Lloyds Bank PLC (Lloyds) sent letters relating to his credit card to the wrong address. What happened Mr A had a credit card with Lloyds since 2016. Between April 2019 and September 2019, Lloyds sent six letters to Mr A to say that he had misse... (2 pages)View decision -
Decision Reference DRN-5274951
6 Feb 2025 Evolution Money Limited UpheldMortgagesDRN-5274951 The complaint Mr and Mrs Z complain that Evolution Money Limited mis-sold them a second charge mortgage (secured loan) which wasn’t suitable for their needs. What happened In 2018 Mr and Mrs Z discussed taking out a secured loan with Evolution Money. Evolution Money recommen... (2 pages)View decision -
Decision Reference DRN9462039
12 Jun 2018 National Westminster Bank Plc Not upheldBanking and creditMr F complains that National Westminster Bank Plc paid a direct debit causing his business account to become overdrawn. Mr F asks that NatWest reverses the transaction and pays compensation.backgroundIn May 2017 Mr F asked NatWest to reclaim seven years of direct debit ... (3 pages)View decision -
Decision Reference DRN8683580
25 Aug 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs D complain that they received unsuitable advice to consolidate debt from anappointed representative of Legal & General Partnership Services Limited (L&G).backgroundMr and Mrs D re-mortgaged in 2007. L&G advised them to consolidate an unsecured l... (3 pages)View decision -
Decision Reference DRN-4179328
1 Sep 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4179328 The complaint In summary, Mr B complains that Capital One (Europe) Plc, hasn’t helped him with the credit card account he has with it. He’s said he has been using the account to its limit, struggled to make the monthly payments and has been in persistent debt for many years. Wh... (3 pages)View decision -
Decision Reference DRN8127731
19 Aug 2016 HSBC Bank plc Not upheldBanking and creditMr S complains that HSBC Bank plc recorded a default on his credit file unfairly.backgroundIn July 2012 a debt management company contacted HSBC on Mr S’s behalf. It explained that he’d sought its advice on dealing with his financial situation, and said it was likely... (4 pages)View decision -
Decision Reference DRN-3590348
15 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3590348 The complaint Miss J complains that Barclays Bank UK PLC failed to tell her that she could ask it to take action to recoup over £17,000 that she lost in what would appear to have been a scam. Because Barclays’ staff incorrectly told her that there was nothing that could be done... (2 pages)View decision -
Decision Reference DRN-2587417
5 Mar 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2587417 The complaint Ms W is unhappy that MBNA Limited won’t acknowledge that the outstanding debt on her credit card is that of her ex-fiancé, Mr O, and that MBNA won’t transfer the debt to him. What happened Ms W opened a credit card account with MBNA in April 2015 and added Mr O as... (2 pages)View decision
