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 70502 results
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Decision Reference DRN9447825
29 Apr 2013 Arrow Global Receivables Management Limited Not upheldBanking and creditMr B complains that Arrow Global has entered inaccurate information on his credit file, and that it was rude to him when he rang it to discuss an outstanding debt.background Mr B had a credit card with an outstanding balance of around £3,500. This debt was transferred to a third pa... (2 pages)View decision -
Decision Reference DRN2538702
6 May 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc has not sent them any correspondence about their outstanding debt to it and say that the debt should be written off.backgroundMr and Mrs G had a mortgage account and a separate personal account with NatWest. They owed money t... (2 pages)View decision -
Decision Reference DRN7958800
30 Sep 2016 Butler-Do Ltd Not upheldBanking and creditMs R and her representative are unhappy about the advice she was given by Butler-Do Ltd to enter into a debt management plan. They say it was mis-sold to her and wasn’t the appropriate solution for her situation. She wasn’t told of other free similar services. She... (2 pages)View decision -
Decision Reference DRN-5126624
2 Dec 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5126624 The complaint Ms H complains that The Royal Bank of Scotland Plc (RBS) asked her to pay a mortgage loan she says she knew nothing about. What happened In 2023, Ms H was contacted by RBS. It was seeking payment of a mortgage taken out in the mid-1980s. It said that the loan h... (3 pages)View decision -
Decision Reference DRN0870887
19 Dec 2018 HSBC UK Bank Plc Not upheldPayment protection insurance (PPI)Miss C’s complaint is about the compensation that HSBC UK Bank Plc (HSBC) paid to settle a complaint about mis-sold payment protection insurance (PPI) policies with several loans and a credit card.backgroundMiss C took out a credit card with HSBC in February 2002. She al... (3 pages)View decision -
Decision Reference DRN-2339416
4 Jan 2021 Credit Resource Solutions Ltd UpheldConsumer CreditDRN-2339416 The complaint Miss B has complained that Credit Resource Solutions Ltd (CRS) treated her poorly when she asked it for proof of a debt. What happened CRS was acting as a debt collector on behalf of a short-term lending creditor. It was chasing Miss B for payment. In October 2019... (2 pages)View decision -
Decision Reference DRN9481708
5 Feb 2020 The Co-operative Bank Plc Not upheldBanking and creditMr B complains about the way The Co-operative Bank Plc (“Co-op”) handled his overdrawn current account.backgroundMr B had a current account with no overdraft. But in mid 2017 he went overdrawn and for the next eight months, his debt increased because of service charges and interest. In lat... (3 pages)View decision -
Decision Reference DRN6803780
24 May 2019 Santander UK Plc Not upheldBanking and creditMr M complained because Santander UK Plc refused to write off the amount he owes on his credit card even though he can’t afford to make the repayments and his financial situation is unlikely to change.backgroundThe outstanding balance on Mr M’s credit card is jus... (2 pages)View decision -
Decision Reference DRN-4319391
16 Oct 2023 National Westminster Bank Plc Not upheldConsumer CreditDRN-4319391 The complaint Mr C complains that National Westminster Bank Plc (‘NatWest’) irresponsibly gave him two loans that he couldn’t afford. What happened On 10 September 2021 Mr C asked for and was given a loan for £5,000 which had a term of 24 months. The purpose of the loan was to ... (3 pages)View decision -
Decision Reference DRN8569635
19 Jun 2018 Shop Direct Finance Company Limited Not upheldPayment protection insurance (PPI)Miss M isn’t happy with how Shop Direct Finance Company Limited (‘Shop Direct’) has offered to resolve her complaint about a payment protection insurance (‘PPI’) policy attached to a store card.backgroundMiss M took out a store card and at the same time was sold a P... (2 pages)View decision
