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 70772 results
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Decision Reference DRN-2348680
19 Dec 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2348680 The complaint Mr S complained about the interest charged on his credit card with Bank of Scotland plc, trading as Halifax. He said that over the years, he’d paid more in interest than the balance of the account. Mr S wants Halifax to: - repay him all the interest charged since ... (3 pages)View decision -
Decision Reference DRN5162724
27 Dec 2018 HSBC UK Bank Plc Not upheldBanking and creditMr L has complained that HSBC Bank Plc told him a debt he owed it had been written off but then sold the debt to a third party.backgroundAt the beginning of 2013 Mr L had a current account and a loan with HSBC. It wanted him to repay an outstanding overdraft on... (2 pages)View decision -
Decision Reference DRN5733807
22 Aug 2017 Foundation for Credit Counselling UpheldBanking and creditMs W complains Foundation for Credit Counselling (now known as StepChange) didn’t keep her updated about a debt which it had agreed to manage as part of a debt management plan. She says this resulted in court fees and interest being added to her debt.backgroundMs W a... (2 pages)View decision -
Decision Reference DRN7633426
27 Oct 2016 Barclays Bank Plc Not upheldBanking and creditMiss G complains that Barclays Bank Plc mismanaged the sale of her business property, meaning the sale proceeds weren’t enough to clear her debts. She asks that Barclays writes off the balance of her loan. backgroundMiss G had a commercial mortgage from Barclays, sec... (3 pages)View decision -
Decision Reference DRN-2587048
17 Feb 2021 Nationwide Building Society UpheldMortgagesDRN-2587048 The complaint Mrs P complains that Nationwide Building Society gave her false hope that following a successful payment arrangement, her arrears could be capitalised. This turned out not to be the case and as a result Mrs P has suffered distress and financial impact. What happe... (3 pages)View decision -
Decision Reference DRN-4350691
9 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4350691 The complaint Mr R complains that he’s being pursued by a debt collection agency for his credit card debt from Barclays Bank UK PLC which he thought had been written off. What happened Mr R had a credit card with Barclays. In 2021 he was in some financial hardship and contacted... (3 pages)View decision -
Decision Reference DRN9828461
3 Mar 2015 Liverpool Victoria Friendly Society Limited Not upheldPayment protection insurance (PPI)Miss J’s complaint is about the compensation offered by Liverpool Victoria Friendly Society Limited (Liverpool Victoria) to settle her complaint related to a mis-sold payment protection insurance (PPI) policy.backgroundThe background to this complaint can be found in my provisional deci... (3 pages)View decision -
Decision Reference DRN2344027
9 Jun 2017 Hoist Finance UK Limited UpheldBanking and creditMr L complains that Hoist Finance UK Limited have chased him for a debt which is not his. backgroundMr L received a letter from a debt collector acting on behalf of Hoist regarding an outstanding debt. Mr L contacted Hoist in December 2015 and explained that he neve... (2 pages)View decision -
Decision Reference DRN2314955
15 Jul 2015 MBNA Limited Not upheldBanking and creditMr B complains that MBNA Limited (“MBNA”) is holding him responsible for the balance due on a credit card he didn’t apply for.backgroundIn August 2005 MBNA approved a card application in Mr B’s name. It transpired that Mr B himself hadn’t made the application, but hi... (2 pages)View decision -
Decision Reference DRN-4008395
8 Mar 2023 Erudio Student Loans Limited Not upheldConsumer CreditDRN-4008395 The complaint Mr S complains Erudio Student Loans Limited have asked him to repay a debt he doesn’t have with them – making him feel harassed and bullied into making payments. What happened Mr S has a number of loans taken out with a company I’ll refer to as S, but now managed ... (3 pages)View decision
