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 71155 results
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Decision Reference DRN7082709
19 Jul 2013 Debt Free Direct Limited Not upheldBanking and creditMrs and Mr H complain that Debt Free Direct Limited referred them to a fee-charging mortgage broker. They say they should have been told to go straight to a retail lender, to avoid a broker fee. our initial conclusionsOur adjudicator did not uphold the complaint. He did not think ... (2 pages)View decision -
Decision Reference DRN-3360153
16 May 2022 Barclays Bank Plc Not upheldMortgagesDRN-3360153 The complaint Mr A, Mrs A, Mrs A and Ms A ’s complaint about Barclays Bank PLC (Barclays) relates to a judgment debt in Barclays favour. Barclays were asked to waive the debt and remove a Charging Order which they said they had done, when in fact they hadn’t. What happened Mr A... (3 pages)View decision -
Decision Reference DRN5360273
23 Jul 2014 Blue-Print Mortgages Ltd Not upheldBanking and creditThrough a claims management company, Mr and Mrs T complain that a mortgage arranged for them by Blue-Print Mortgages Ltd was unsuitable. In particular they say the advice to consolidate unsecured debts and to reduce the mortgage term was wrong in their circumstances.our initial ... (2 pages)View decision -
Decision Reference DRN7539426
30 Aug 2019 Shop Direct Finance Company Limited Not upheldBanking and creditMr A is unhappy Shop Direct Finance Company Limited (Shop Direct) registered a default against him in relation to a catalogue account. Mr A says he doesn’t believe there is any evidence to show that Shop Direct properly notified him of their intention to record the default. And he also say... (7 pages)View decision -
Decision Reference DRN9718128
26 Feb 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs S complain that the advice they received from an appointed representative of Legal & General Partnership Services Limited was unsuitable. In particular, they complain that the adviser:- contacted them by making an unsolicited marketing call;- did not properly consider the... (3 pages)View decision -
Decision Reference DRN-2661938
11 May 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2661938 The complaint Mr J complains that HSBC UK Bank Plc defaulted his account and then sold it to a third party. What happened Mr J’s joint account with HSBC was suspended in 2016 after he advised the bank of changes in his personal circumstances. Around this time, the account was i... (2 pages)View decision -
Decision Reference DRN3033500
27 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr W complains that his National Westminster Bank Plc credit card was used without authorisation.backgroundMr W says that a £640 payment was taken from his account using his credit card on 11 April 2016. He says he didn’t authorise the payment. The card was taken f... (2 pages)View decision -
Decision Reference DRN4627759
19 Feb 2014 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc has unfairly registered a default on his credit record. He says that the bank refused his proposals to repay his debt over time and this has led to a much greater financial loss for him. Mr B wants the bank to remove the default and com... (2 pages)View decision -
Decision Reference DRN5512855
10 Aug 2017 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr P’s complaint is that National Westminster Bank Plc (“NatWest”) mis-sold him payment protection insurance (“PPI”) with a credit card and that NatWest has used the compensation to reduce the outstanding balance.backgroundNatWest upheld Mr P’s complaint and made him an... (3 pages)View decision -
Decision Reference DRN3945314
6 Oct 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditThe estate of Mr H has complained that The Royal Bank of Scotland Plc (RBS) irresponsibly lent Mr H money via a credit card account. The late Mr H’s estate is represented by his relative, Mrs C. backgroundMrs C says RBS didn’t carry out proper affordability checks... (2 pages)View decision
