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 DRN6647032
20 Jun 2013 HSBC Bank plc Not upheldBanking and creditMr K complains that HSBC Bank Plc transferred money in his personal current account in part repayment of a large debt which had arisen on his business account. The bank agreed to transfer the money back but Mr K also complains that the bank is wrong to continue to hold him responsible fo... (2 pages)View decision -
Decision Reference DRN3739761
24 Apr 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr G complains that The Royal Bank of Scotland Plc is holding him responsible for a debt on a credit card account. Mr G says he did not authorise some of the transactions. He says the bank changed the address on the account without his authority – allowing the fraud to go undetected. Mr... (3 pages)View decision -
Decision Reference DRN9736632
22 Oct 2019 Oakbrook Finance Limited Not upheldBanking and creditMr B complains about Oakbrook Finance Limited, trading as ‘Likely Loans’ (“Likely Loans”) in relation to two loans he received from them. He feels that this lending was irresponsible and failed to take into account his other debts. He wants Likely Loans to refund all the interest he has pa... (3 pages)View decision -
Decision Reference DRN-2452778
17 Feb 2021 Shoosmiths LLP UpheldConsumer CreditDRN-2452778 The complaint Mrs S complains that Shoosmiths LLP unfairly issued court proceedings in order to recover a debt she owed. She wants the proceedings to be withdrawn and any additional costs waived. What happened Mrs S tells us that she owes a debt to a business I’ll refer to as ”... (3 pages)View decision -
Decision Reference DRN-2898717
2 Nov 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2898717 The complaint Ms P is unhappy with the way Barclays Bank UK Plc (“Barclays”) has treated her during a period of financial difficulties. What happened In 2017 Ms P took out a loan with Barclays for around £5,000. Due to a change in her circumstances in late 2017 she started to e... (4 pages)View decision -
Decision Reference DRN0176743
8 May 2014 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc (trading as first direct) is not responding reasonably to his financial difficulties. He wants it to refund charges applied to his account, to stop placing a charging order on his property, and to agree an affordable settlement. backgroundMr A fell into... (2 pages)View decision -
Decision Reference DRN3678002
11 Apr 2016 HSBC Bank plc Not upheldPayment protection insurance (PPI)Miss J has complained that HSBC Bank Plc mis-sold her a payment protection insurance (PPI) policy. backgroundIn January 2003 Miss J took out a credit card with HSBC. She was sold a PPI policy at the same time. HSBC upheld Miss J’s mis-sale complaint and offered £1,436.... (2 pages)View decision -
Decision Reference DRN1350628
17 Nov 2016 Debt Management Associates Limited Not upheldBanking and creditMiss H complains that Debt Management Associates Limited, trading as Money Village, sold her a debt management plan that wasn’t appropriate for her and it didn’t manage the plan properly. She says she’d have been better off going bankrupt.backgroundMiss H started... (2 pages)View decision -
Decision Reference DRN9452119
22 May 2014 HFC Bank Limited Not upheldBanking and creditMr D says HFC Bank Limited unfairly applied charges to his credit card account with it. He is concerned about its response to him during a period of illness and financial difficulty. In particular, he complains about a collection charge it added to the debt. backgroundMr D became ser... (2 pages)View decision -
Decision Reference DRN2656438
23 Apr 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a flexible mortgage Mr and Mrs D hold with The Royal Bank of Scotland Plc trading as The One Account. Mr and Mrs D complain that The One Account changed the flexible element of the mortgage from a level facility to a reducing facility. They al... (2 pages)View decision
