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-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 DRN7045688
7 Feb 2017 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr M’s complaint is about the way The Royal Bank of Scotland Plc (RBS) used the money it offered him as compensation for the sale of several payment protection insurance (PPI) policies. backgroundIn 2016 RBS upheld Mr M’s complaint that it mis-sold him PPI policies a... (2 pages)View decision -
Decision Reference DRN-3122921
21 Dec 2021 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-3122921 The complaint Ms H has complained about Cabot Credit Management Group Limited chasing her for a debt. What happened This complaint is about a credit card account which was opened in 2018, defaulted in 2019, and then was sold to Cabot later that year. Ms H asked Cabot for copies... (2 pages)View decision -
Decision Reference DRN9106941
24 Nov 2017 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr E complains that Volkswagen Financial Services (UK) Limited (trading as SEAT Finance) handled his financial difficulty poorly when he lost his job. He says they didn’t discuss all options with him.backgroundMr E took out hire purchase agreements with SEAT Finance ... (2 pages)View decision -
Decision Reference DRN5976639
16 Jan 2015 MKDP LLP Not upheldBanking and creditMr Q complains that MKDP LLP (“MKDP”) is acting unfairly in pursuing him for a debt taken out by a third party company.backgroundA business loan was taken out by a company (“B”) in 2010 with a lender (“F”). Mr Q was a director of B. B went into liquidation in 2012. F then sold the loan t... (2 pages)View decision -
Decision Reference DRN-1200014
1 Jul 2020 Virgin Money plc Not upheldBanking and PaymentsDRN-1200014 The complaintMiss R complains that Virgin Money plc sent her a persistent debt letter, refused to waive or reduce the interest rate on her credit card, and took nine weeks to deal with her complaint. What happenedMiss R has a Virgin Money credit card. In April 2019, she receiv... (3 pages)View decision -
Decision Reference DRN8459595
6 Sep 2013 Baines & Ernst Limited Not upheldBanking and creditMrs A complains about a debt management plan she has with Baines & Ernst Limited (Baines & Ernst). She is unhappy that she was still required to pay the full monthly management fee despite payments for one of her creditors being returned to her for her to then send to the credi... (2 pages)View decision -
Decision Reference DRN6933382
7 May 2015 Gregory Pennington Limited UpheldBanking and creditMr C complains, in summary, that Gregory Pennington Limited (“GPL”) has provided poor customer service, and mis-sold him a debt management plan.backgroundMr C entered into a debt management plan (“DMP”) arranged by GPL in November 2010. He complains that he was misled ... (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-4451793
13 Nov 2023 Progressive Money Limited Not upheldConsumer CreditDRN-4451793 The complaint Miss C complains that Progressive Money Limited (‘Progressive’) irresponsibly gave her a loan that she couldn’t afford in August 2017. What happened In 2017, Miss C applied for a loan with Progressive. The loan amount was £5,000, the term was 48 months and the mon... (3 pages)View decision
