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-3982685
18 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3982685 The complaint Mr P complains that Barclays Bank UK PLC (trading as Barclaycard) sold his credit card debt to a third-party firm without taking his personal circumstances into consideration. Mr P would like Barclaycard to write his debt off. What happened Mr P opened the credit ... (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 DRN0163736
15 Mar 2016 Barclays Bank Plc Not upheldBanking and creditMr T complains that as Barclays Bank Plc didn’t update his address, he wasn’t aware of his overdrawn balance. Mr T wants the bank to remove the default it entered.background Mr T had an account with Barclays. He says he told the bank about his new address when he m... (3 pages)View decision -
Decision Reference DRN4472659
4 Apr 2017 Bank of Scotland Plc Not upheldBanking and creditT, a limited company, complains that Bank of Scotland PLC (BOS) has overcharged interest and it won’t agree to refund the amount overpaid. The complaint is brought on T’s behalf by its director, Mr T.backgroundT’s borrowing was restructured in 2006, with part of the... (2 pages)View decision -
Decision Reference DRN-3672901
30 Aug 2022 Santander UK Plc Not upheldMortgagesDRN-3672901 The complaint Ms H complains that Santander UK Plc (“Santander”) agreed to take the proceeds of a shortfall sale as full and final settlement of her mortgage but later passed the residual balance on to a debt collection agent. What happened Ms H took out an interest-only mortga... (5 pages)View decision -
Decision Reference DRN1021488
23 Dec 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs C has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (“PPI”).backgroundMrs C took out a credit card with Capital One and also took... (2 pages)View decision -
Decision Reference DRN5227591
7 Jan 2014 Capquest Debt Recovery Limited Not upheldBanking and creditMr E complains about being asked by Capquest Debt Recovery Limited to repay a debt he says is not his. He believes he has been harassed by Capquest and believes he should be compensated for his inconvenience. Mr E is represented in his complaint by his father, who will be referred to as M... (2 pages)View decision -
Decision Reference DRN5882211
6 Feb 2014 Lloyds Bank PLC Not upheldBanking and creditMr E and Mr F complain that Lloyds Bank PLC is pursuing Mr E for a business overdraft debt that they do not consider he is responsible for. They also complain that they have been quoted different amounts for what is owed.backgroundMr E and Mr F had a business loan and overdraft with Ll... (2 pages)View decision -
Decision Reference DRN5184712
13 Nov 2013 The Royal Bank of Scotland Group Independent Financial Services Limited Not upheldInvestment and pensionsMr and Mrs D have complained through their representative about the advice they received from The Royal Bank of Scotland Group Independent Financial Services Limited (“the business”) in 2007. Their representative has stated that Mr and Mrs D should have been advised to repay their outsta... (3 pages)View decision -
Decision Reference DRN1052073
18 Nov 2015 HSBC Bank plc Not upheldBanking and creditMr and Mrs W complain that HSBC Bank plc unfairly set up an expectation that their mortgage application would succeed if they cleared unsecured debt. Although they acted on that advice, HSBC then declined their mortgage application. To resolve this complaint Mr and... (2 pages)View decision