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 74313 results
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Decision Reference DRN8926747
20 May 2014 Cfo Lending Limited UpheldBanking and creditMr V complains about the way Cfo Lending Limited has administered a loan and responded to his financial difficulties. He also says the loan was unaffordable.backgroundMr V took out a loan with Cfo Lending. He is unhappy with the way it has administered the loan particularly that it has... (3 pages)View decision -
Decision Reference DRN-5119552
24 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5119552 The complaint Mrs S complains HSBC UK Bank Plc (HSBC) should refund her, under section 75 Consumer Credit Act 1974, a payment she made to debt collectors under duress. What happened On 5 February 2024, agents from a debt recovery company (which I’ll call “D”) visited Mrs S’... (3 pages)View decision -
Decision Reference DRN1395524
15 Nov 2013 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs H complain that National Westminster Bank Plc (‘NatWest’) has failed to release the legal charge over their property.backgroundIn 1986 Mr and Mrs H took out a £15,000 mortgage (secured by legal charge over their UK property) with NatWest. Mr and Mrs H repaid the mortgage in... (1 page)View decision -
Decision Reference DRN3208805
28 May 2019 National Westminster Bank Plc Not upheldBanking and creditMrs L complains that National Westminster Bank Plc unfairly chased her for repayment of a loan.background In November 2006 Mrs L took out a loan with NatWest. It had a repayment term of 10 years.In August 2016 she called them to check that the repayments were due... (3 pages)View decision -
Decision Reference DRN7382973
4 Sep 2015 MKDP LLP Not upheldBanking and creditMr G complains that MKDP LLP (MKDP) is unfairly trying to recover a debt from him. He says it hasn’t provided information he asked for about a debt it is trying to recover. He wants MKDP to stop what he thinks is its illegal activities, remove the debt from his cr... (4 pages)View decision -
Decision Reference DRN-3934051
14 Apr 2023 Novaloans Ltd Not upheldConsumer CreditDRN-3934051 The complaint Mrs B complains that Novaloans Ltd, trading as cash4unow, lent to her when she could not afford it. And afterwards the Novaloans representatives were harassing her with a lot of telephone calls about the debt. What happened Mrs B was approved for two loans with No... (10 pages)View decision -
Decision Reference DRN-4003050
23 Mar 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4003050 The complaint Mr J is unhappy that Barclays Bank UK PLC (“Barclays”) recorded a default on his credit file for an account he believed was closed. What happened Mr J held a bank account with Barclays which he stopped using around the start of 2019. When he stopped actively using... (3 pages)View decision -
Decision Reference DRN3323785
16 Nov 2016 Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr F is complaining about the amount of compensation Bank of Scotland plc (trading as Halifax) has paid him for mis-selling a payment protection insurance (PPI) policy.background In 1989 Mr F took out a PPI policy alongside a credit card. In 2013 Mr F complained to Hal... (4 pages)View decision -
Decision Reference DRN-4220683
2 Nov 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4220683 The complaint Mr R complains Bank of Scotland plc trading as Halifax (Halifax) defaulted his credit card account without prior notice. What happened Mr R says Halifax defaulted his credit card without any prior notification. Mr R says he was experiencing financial problems due ... (3 pages)View decision -
Decision Reference DRN3588576
24 Oct 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr M doesn’t think it’s fair for The Royal Bank of Scotland Plc (RBS) to use his payment protection insurance (PPI) compensation to reduce a debt from which he was discharged when his protected trust deed came to an end.backgroundI issued my provisional decision on 22 August 2019. A copy o... (4 pages)View decision
