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-3760308
21 Oct 2022 Foundation for Credit Counselling Not upheldConsumer CreditDRN-3760308 The complaint Mrs R complains Foundation for Credit Counselling trading as StepChange have: Unreasonably and unlawfully delayed adding a debt to her existing Debt Management Plan (DMP). The conduct of StepChange’s staff throughout has been dismissive, patronising, and at time... (7 pages)View decision -
Decision Reference DRN3565594
14 Sep 2015 Baines & Ernst Limited Not upheldBanking and creditMr L had a debt management plan (DMP) with Baines & Ernst Limited. He complains that it allocated his payments to the wrong account. So a county court judgment (CCJ) was issued against his wife. And a charging order may be issued against his home.backgroundMr L a... (2 pages)View decision -
Decision Reference DRN-3101920
2 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3101920 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) shouldn’t have charged him interest on repayments to his credit card, following a conversation he had with them. What happened Mr W was on a debt management plan from around October 2019 and he says he was paying no in... (3 pages)View decision -
Decision Reference DRN2396014
22 May 2014 Link Financial Limited UpheldBanking and creditMr B complains about Link Financial Limited pursuing him for a debt that is not his. He is unhappy that Link has asked him to repay the debt and that it attempted to put a charging order on his property.backgroundThe background to this complaint, and my initial conclusions, were set out... (6 pages)View decision -
Decision Reference DRN2928576
22 Dec 2015 Clear View Finance Limited UpheldBanking and creditMiss T complains that Clear View Finance Limited (Clear View) mismanaged her debt. She said only minimal payments had been made to her creditors. backgroundIn around February 2012, Miss T entered into a Debt Management Plan (DMP) with Clear View to manage her outstandi... (3 pages)View decision -
Decision Reference DRN-2734786
21 Apr 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2734786 The complaint Miss D complains about what The Royal Bank of Scotland Plc has done to put things right following her complaint that it mis-sold a payment protection insurance (PPI) policy. What happened Miss D complains that she was mis-sold PPI alongside three loans she had wit... (4 pages)View decision -
Decision Reference DRN5242018
8 Aug 2014 Sun Lane Ltd UpheldBanking and creditMr F complains that Sun Lane Ltd did not deliver the debt adjusting service it promised him.backgroundMr F says that he told Sun Lane he would be receiving a lump sum from his divorce and he wanted to use it to settle his debts. He says that Sun Lane agreed to provide a full and final ... (3 pages)View decision -
Decision Reference DRN1414075
20 Aug 2013 Nationwide Building Society Not upheldBanking and creditMrs H complains about Nationwide Building Society’s maladministration of her accounts. In particular she says that the society failed to carry out her instructions and cancel a number of regular monthly payments when she requested this in July 2012. She is unhappy about the effect of thi... (3 pages)View decision -
Decision Reference DRN-5597833
2 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5597833 The complaint Miss M complains that NewDay Ltd trading as Fluid and Aqua lent irresponsibly when it approved credit card applications she made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Miss M’s... (4 pages)View decision -
Decision Reference DRN7742051
22 Apr 2016 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr K complains that HSBC Bank Plc won’t compensate him for the things he says it’s done wrong. Mr K says HSBC didn’t help him when he got into financial difficulty and discriminated against him. Mr K also says HSBC was wrong to pursue him for an outstanding debt in his... (2 pages)View decision