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-2587417
5 Mar 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2587417 The complaint Ms W is unhappy that MBNA Limited won’t acknowledge that the outstanding debt on her credit card is that of her ex-fiancé, Mr O, and that MBNA won’t transfer the debt to him. What happened Ms W opened a credit card account with MBNA in April 2015 and added Mr O as... (2 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 -
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-5674035
2 Sep 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5674035 The complaint Mr T’s representative has complained, on his behalf, about the advice Mr T received from Citrus Financial (an appointed representative of Quilter Financial Services) when it recommended he transfer two defined benefit pension plans to a personal pension arrange... (13 pages)View decision -
Decision Reference DRN1832051
11 Mar 2021 Ccuk Finance Limited Not upheldBanking and creditMr T complains that his credit card provider, CCUK Finance Limited, sold a debt that he didn’t really owe them, to a third-party company – who’ll I’ll refer to as A. And that CCUK later delayed sending a refund he was owed on to A to clear that debt. He’s also unhappy about a default on hi... (3 pages)View decision -
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 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 -
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 DRN8244631
19 Sep 2013 MBNA Limited Not upheldBanking and creditMr N complains that his credit record is being unfairly affected by an arrangement plan that he set up six years ago. He says he would have been better off if he had defaulted on his debt, as the default would by now, have been deleted from his records. He wants MBNA Limited to remove r... (2 pages)View decision -
Decision Reference DRN5953551
17 Aug 2015 OPOS Limited Not upheldBanking and creditMs C has complained about two loans she took out. She says the loans were unaffordable. The loans were made by another business and then sold on to OPOS Limited.backgroundThe background is set out in my provisional decision which is attached below and forms part of t... (3 pages)View decision