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 DRN4712845
4 Feb 2016 J D Williams & Company Limited UpheldBanking and creditMr M complains that J D Williams & Company Limited (JDW&C) wrongly opened an account in his name and are chasing him for a debt that isn’t his.background Mr M got a letter from a debt collection company instructed on behalf of JDW&C asking him to repay a... (2 pages)View decision -
Decision Reference DRN2794506
3 Feb 2018 HFC Bank Limited Not upheldPayment protection insurance (PPI)Mr M and Mrs T have complained about the way HFC Bank Limited compensated them for the mis-sale of a payment protection insurance (PPI) policy.backgroundMr M and Mrs T had a loan with HFC, which had a PPI policy.In 2017, they complained about the sale of the PPI ... (2 pages)View decision -
Decision Reference DRN9142124
22 Dec 2017 National Westminster Bank Plc Not upheldBanking and creditMr B’s complaint is that National Westminster Bank Plc’s (“Natwest”) holding him liable for a credit card debt that he didn’t know existed. backgroundMr B’s wife died in April 2017, and he found after her death that she’d been using a credit card he’d take out in hi... (2 pages)View decision -
Decision Reference DRN-4460468
6 Mar 2024 Progressive Money Limited UpheldConsumer CreditDRN-4460468 The complaint Mrs J is complaining that Progressive Money Limited (PML) lent to her irresponsibly by providing her with a personal loan. What happened In April 2018, Mrs J applied for a loan with PML to consolidate her debts. They lent her £5,000 over a three-month term. The lo... (4 pages)View decision -
Decision Reference DRN-2974908
1 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2974908 The complaint Miss H complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Miss H applied for an Aqua credit card from NewDay in April 2016. This was agreed with a limit of £250. The debt was passed to a debt collection agency in February 2019 and repaid i... (2 pages)View decision -
Decision Reference DRN6247609
4 Aug 2017 Hoist Finance UK Limited Not upheldBanking and creditMr Y complains that Hoist Finance UK Limited have taken steps to pursue a debt against him which it does not own. He wants these steps to be undone.backgroundMr Y owed a debt to another company. This debt was sold to a third party, and that party was acquired by Ho... (2 pages)View decision -
Decision Reference DRN9001392
24 Sep 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains that The Royal Bank of Scotland Plc treated him unfairly when he was experiencing financial difficulties.backgroundMr S says that RBS didn’t treat him fairly when he was in financial difficulty – its actions made his situation worse. He says it took m... (2 pages)View decision -
Decision Reference DRN-5597833
2 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5597833 The complaint Miss M complains that NewDay Ltd trading as Fluid and Aqua lent irresponsibly when it approved credit card applications she made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Miss M’s... (4 pages)View decision -
Decision Reference DRN8889526
17 Feb 2021 NRAM Limited Not upheldBanking and creditThis complaint is about a shortfall debt arising from the repossession of a property previously owned by Mrs C and Mr B, which was subject to a mortgage with NRAM Limited. The complaint has been brought by Mrs C, with the consent of Mr B. To settle the complaint Mrs C wants NRAM to demonst... (4 pages)View decision -
Decision Reference DRN0101722
15 May 2018 Clydesdale Bank Plc Not upheldPayment protection insurance (PPI)Mrs M complained that Clydesdale Bank PLC (Clydesdale) mis-sold her a payment protection insurance (PPI) policy associated with her credit card.backgroundMrs M took out a credit card with Clydesdale in 2001. In 2005 a PPI policy was taken out associated with that credit... (3 pages)View decision