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 74386 results
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Decision Reference DRN-3497901
10 Jun 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3497901 The complaint Miss H has complained that National Westminster Bank Plc (“Nat West”) have refused to remove the default records relating to debts they’ve sold to another company from her credit file – which she thinks makes her credit file inaccurate. What happened In mid-2019, ... (2 pages)View decision -
Decision Reference DRN6604117
20 Aug 2013 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)This complaint is about a consolidation loan taken out in 2009. Miss A says that National Westminster Bank Plc – (NatWest) – advised her wrongly by telling her the loan had more chance of being approved if she gave the reason for the loan as a holiday or home improvements rather than co... (2 pages)View decision -
Decision Reference DRN2077028
10 May 2019 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr R’s complain is about the compensation Bank of Scotland plc (BoS) paid to settle his complaint about a mis-sold payment protection insurance (PPI) policy that was taken out alongside a loan.backgroundIn 2001 Mr R took out a loan with PPI through BoS. The premium fo... (5 pages)View decision -
Decision Reference DRN-5525499
15 May 2025 West Bromwich Mortgage Company Limited Not upheldMortgagesDRN-5525499 The complaint Mr and Mrs A complain about action West Bromwich Mortgage Company Limited has taken in relation to the sale of the properties subject to buy to let mortgages, and action taken to recover the shortfalls following sale. What happened Mr and Mrs A had several buy ... (2 pages)View decision -
Decision Reference DRN4807826
28 Jun 2018 Nationwide Building Society Not upheldBanking and creditMr B’s representatives, the Citizen’s Advice Bureau (CAB), has complained on his behalf that correspondence relating to a credit card debt he has with the Nationwide Building Society (Nationwide) , has been sent directly to Mr B rather than to the CAB. Mr B is als... (2 pages)View decision -
Decision Reference DRN8101314
16 Apr 2014 Nationwide Building Society Not upheldBanking and creditMs K complains that the charges applied to her current account by Nationwide Building Society are adding to her financial difficulties. She wants a refund of the charges applied over the past six years. backgroundMs K first told Nationwide that she was in financial difficulties some ye... (1 page)View decision -
Decision Reference DRN-3225305
3 Feb 2022 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-3225305 The complaint Mr H complains about the way that Moorcroft Debt Recovery Limited (trading as Moorcroft Group) (“Moorcroft”) handled the collection of a debt. What happened Moorcroft is handling the collection of a debt on behalf of a business I will refer to as “S”. The debt rel... (2 pages)View decision -
Decision Reference DRN9575067
1 Aug 2013 Link Financial Outsourcing Limited Not upheldBanking and creditMr A and Ms C complain about Link Financial Outsourcing Limited (Link) failing to write to them in larger font size. Mr A is visually impaired and had requested, through his debt management company, that all letters are in a larger sized font. He says Link failed to do this. backgroundT... (2 pages)View decision -
Decision Reference DRN-5439431
29 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5439431 The complaint Mr A complains that HSBC UK Bank Plc unfairly defaulted his credit card account. What happened In 2023, Mr A raised a complaint with HSBC about irresponsible lending on his credit card account. When he was unsatisfied with the response from HSBC, he brought it... (4 pages)View decision -
Decision Reference DRN-5079369
25 Feb 2025 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-5079369 The complaint Mr M has complained Virgin Media Mobile Finance Limited is holding him liable for a credit agreement he didn’t take out. What happened In April 2024 Mr M received a letter from a debt collection agency about a debt. He complained to Virgin Media that there appe... (2 pages)View decision
