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 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 DRN0944590
22 Nov 2016 The Mortgage Works (UK) Plc UpheldBanking and creditMr R’s raised a complaint on behalf of his company, which I’ll call Q.Q is concerned that The Mortgage Works (UK) Plc (“Mortgage Works”): Failed to change the name and address of Q, even though it had promised to do so to resolve a previous complaint. Didn’t ... (4 pages)View decision -
Decision Reference DRN1576059
22 Feb 2016 Erudio Student Loans Limited Not upheldBanking and creditMr and Mrs M have complained about Erudio Student Loans Limited’s actions in respect of their student loans.backgroundMr and Mrs M had student loans with a third party. These were later assigned to Erudio. Mr and Mrs M have complained about a number of aspects about ... (2 pages)View decision -
Decision Reference DRN-4099443
25 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4099443 The complaint Miss M complains that HSBC UK Bank Plc (“HSBC”) provided a third party organisation with misleading information surrounding a debt she owed. This resulted in Miss M feeling anxious that she had debts she didn’t know about. What happened Miss M was working with a t... (3 pages)View decision -
Decision Reference DRN-3236519
27 Jan 2022 MBNA Limited UpheldBanking and PaymentsDRN-3236519 The complaint Mr L has complained that MBNA Limited was irresponsible in lending to him. What happened In 2016, Mr L took out a credit card with MBNA for £10,000. The limit was increased to £13,000 over the following 18 months. The account was later closed. In 2021, Mr L compla... (3 pages)View decision -
Decision Reference DRN-4635507
19 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4635507 The complaint Miss J complains that Barclays Bank UK PLC trading as Barclaycard sent a refund to a debt collection agency (DCA). What happened Miss J had a credit card from Barclaycard. In 2022, she ran into financial difficulty and the payments to her Barclaycard stopped. Af... (2 pages)View decision -
Decision Reference DRN6483022
19 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMrs C complains that NEO Media Solutions Limited (trading as One Debt Solution) failed to administer her debt management plan appropriately.our initial conclusionsOur adjudicator upheld the complaint. She concluded that One Debt Solution failed to meet the requirements of the Of... (2 pages)View decision -
Decision Reference DRN1278697
22 Nov 2017 University of Bradford Not upheldBanking and creditMr K complains that the University of Bradford (the “University”) sent his details to a debt collection agency without providing him with any written notice. He says the unexpected demands from the University’s debt collectors had a particularly adverse effect on him becaus... (2 pages)View decision -
Decision Reference DRN5344662
13 Jan 2016 Bank of Scotland Plc Not upheldBanking and creditMiss M wants Bank of Scotland plc (BoS) to pay the refund they have offered on the interest charged on her loans directly to her. At present, BoS want to pay that amount to the new debt holders to reduce the balance on the debt. Miss M disagrees.backgroundMiss ... (2 pages)View decision -
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