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 71523 results
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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 DRN-2777889
8 Jul 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2777889 The complaint Mr B complains that Barclays Bank UK PLC trading as Barclaycard acted unfairly when it refused to write off the balance on his credit card. What happened Mr B had a credit card account with Barclaycard. He says that he’s experienced financial and personal difficul... (4 pages)View decision -
Decision Reference DRN9947807
21 Nov 2016 National Westminster Bank Plc UpheldBanking and creditMr and Mrs C’s complaint is about the way National Westminster Bank Plc (“NatWest”) contacted them to repay a debt for which they provided their property as security.backgroundUnder a legal charge taken out in 2008, Mr and Mrs C provided their home as security for ... (2 pages)View decision -
Decision Reference DRN-2375258
22 Feb 2021 Arrow Global Limited Not upheldConsumer CreditDRN-2375258 The complaint Mr R complains that Arrow Global Limited ignored his information requests and instead took legal action against him. Mr W wants Arrow to stop pursuing him for the debt. What happened In 2012, company S assigned its rights to pursue payment of an outstanding balanc... (2 pages)View decision -
Decision Reference DRN4163008
4 Nov 2015 HFC Bank Limited Not upheldPayment protection insurance (PPI)Ms M’s complaint is about the mis-sale of two payment protection insurance (PPI) policies and the way HFC Bank Limited has used the compensation it offered to put this right.backgroundIn 2013, HFC agreed to uphold Ms M’s complaint that PPI had been mis-sold on ... (2 pages)View decision -
Decision Reference DRN7062545
28 Nov 2016 Angel Advance Limited Not upheldBanking and creditMrs K, represented by a claims management company (CMC), complains that Angel Advance Limited (the business) advised her to enter into a debt management plan (DMP) when an individual voluntary arrangement (IVA) would have been more suitable. She also complains that she was... (2 pages)View decision -
Decision Reference DRN-3951191
20 Feb 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3951191 The complaint Mrs K is a sole trader. She complains that HSBC UK Bank Plc applied interest to her overdraft over a long period of time, which accumulated a debt which it then pressured her to clear, without providing reasonable support. What happened Mrs K had an overdraft with... (3 pages)View decision -
Decision Reference DRN5026518
20 Feb 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs M complain about The Royal Bank of Scotland Plc (‘RBS’) closing their accounts and registering a default on their credit files.backgroundMr and Mrs M said RBS wrote to tell them their accounts and credit cards would be closed in 60 days. They weren’t sure... (2 pages)View decision -
Decision Reference DRN-3245760
2 Feb 2022 Lowell Financial Ltd Not upheldConsumer CreditDRN-3245760 The complaint Mr U complains about the information recorded by Lowell Financial Ltd on his credit file. What happened Lowell bought a debt in Mr U’s name from another business and wrote to him to confirm the outstanding balance and new arrangements. The balance was around £450 ... (2 pages)View decision -
Decision Reference DRN3259367
16 May 2013 Bank of Scotland Plc Not upheldBanking and creditMr T complains about a number of administrative errors made by Halifax. He also wanted his credit file correcting.background Mr T said that Halifax passed his credit card account to a debt collection agency whilst he was on an agreed reduced payment arrangement. He later complained that... (2 pages)View decision
