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 DRN1528330
29 Jul 2013 Bank of Ireland (UK) Plc Not upheldBanking and creditMr N complains that Bank of Ireland (UK) Plc (BOI) is requesting monthly debt repayments that he cannot afford and is threatening to default his account. He also complains that the bank wrongly applied fees to his account.backgroundMr N’s current account has been overdrawn since late 2... (2 pages)View decision -
Decision Reference DRN2164229
6 Jun 2017 Capquest Investments Limited UpheldBanking and creditMr M complains that Capquest Investments Limited (“Capquest”) has not kept him properly updated in relation to changes in their agents, and of the updated balance on his account. He is further concerned that he has been given conflicting information about the remaining ... (2 pages)View decision -
Decision Reference DRN9873959
1 Oct 2013 Marshall Hoares Bailiffs Limited UpheldBanking and creditMr G complains that Marshall Hoares Bailiffs Limited harassed him in pursuit of a debt.backgroundMr G took out a short-term loan with a third party in June 2011 but was unable to repay it as scheduled. The debt was passed to Marshall Hoares who began attempts to contact Mr G, includi... (2 pages)View decision -
Decision Reference DRN5657004
22 Sep 2016 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank PLC did not treat him fairly when dealing with his debt.background Mr C had credit card and current accounts with Lloyds. He says that, when he was unable to pay the debts on the accounts, Lloyds did not make a proper effort to... (2 pages)View decision -
Decision Reference DRN-3669632
26 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3669632 The complaint Mrs H complains that NewDay Ltd provided her with two credit cards and increased the limit on both without adequately checking that she could afford any repayments. What happened Mrs H applied for and was provided with two credit cards by NewDay. The cards and dat... (5 pages)View decision -
Decision Reference DRN1020801
11 Sep 2015 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr H has complained that he was mis-sold a payment protection insurance (“PPI”) policy by Bank of Scotland plc (“BoS”), trading as Halifax.backgroundMr H took out a credit card with BoS and bought a PPI policy alongside it. He wasn’t able to keep up the minimum pay... (3 pages)View decision -
Decision Reference DRN-5012263
10 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5012263 The complaint Mr H complains Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) unfairly registered a default and passed this account to a debt purchaser. What happened In August 2021, Barclaycard issued a default notice to Mr H. As the arrears weren’t c... (4 pages)View decision -
Decision Reference DRN9108146
1 May 2013 Nationwide Building Society Not upheldBanking and creditsummary of complaintMrs K complains the bank has not taken sufficient action to assist her in her financial difficulties. In particular, she is unhappy with the charges applied to her account and is seeking a refund of the charges, plus interest, to resolve her complaint.background to... (2 pages)View decision -
Decision Reference DRN4482141
29 Oct 2014 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr A’s complaint is that Capital One (Europe) plc (“Capital One”) mis-sold him a payment protection insurance (“PPI”) policy when he took out a credit card in 2008. backgroundCapital One has upheld Mr A’s complaint and offered a settlement it said followed our guidelines. Mr A is unhap... (2 pages)View decision -
Decision Reference DRN6194338
13 Dec 2019 PayPal Europe Sarl & Cie, SCA UpheldBanking and creditMiss G complains that she was chased by a collection agency for PayPal Europe Sarl & Cie, SCA, for a debt, of about £180, which was not hers.backgroundIn February 2018, Miss G received a letter from a debt collection agency, requesting a payment to clear a debt she owed to PayPal. Miss... (4 pages)View decision
