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 DRN-6086989
20 Jan 2026 Zempler Bank Limited Not upheldBanking and PaymentsDRN-6086989 The complaint Mr Y complains that Zempler Bank Limited (“Zempler”) irresponsibly provided him with a credit card. What happened Zempler provided Mr Y with a credit card and a limit of £1,500 in September 2021. I understand there’s a balance outstanding which Mr Y is making ... (6 pages)View decision -
Decision Reference DRN2624463
27 Aug 2013 Arrow Global Limited Not upheldBanking and creditMr B complains that Arrow Global Limited has been trying to collect a debt which he had been told was written off in 2009. backgroundMr B does not dispute that he had a debt on a credit card account. But he says that in 2009 another collection company acting for the relevant bank told ... (1 page)View decision -
Decision Reference DRN7543462
16 Jan 2020 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs C don’t think it’s fair for The Royal Bank of Scotland Plc (RBS) to use their payment protection insurance (PPI) compensation to reduce the debts from which they were discharged when their protected trust deed came to an end in April 2014.Mr and Mrs C felt strongly that the join... (5 pages)View decision -
Decision Reference DRN1881129
2 Mar 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B complain they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited.backgroundMr and Mrs B already had a mortgage when, acting on L&G’s advice, they re-mortgaged to another lender. In doing so they consolidated their un... (2 pages)View decision -
Decision Reference DRN9828461
3 Mar 2015 Liverpool Victoria Friendly Society Limited Not upheldPayment protection insurance (PPI)Miss J’s complaint is about the compensation offered by Liverpool Victoria Friendly Society Limited (Liverpool Victoria) to settle her complaint related to a mis-sold payment protection insurance (PPI) policy.backgroundThe background to this complaint can be found in my provisional deci... (3 pages)View decision -
Decision Reference DRN-3766955
9 Nov 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3766955 The complaint Ms M complains that Santander UK Plc (‘Santander’) is seeking to recover a debt she believed it agreed to write off. What happened What Ms M says Ms M had a Santander student account. She says that in November 2020 she went into branch to pay off her overdraft and... (3 pages)View decision -
Decision Reference DRN5224153
29 Dec 2016 Bank of Scotland Plc Not upheldBanking and creditMrs S complained about a default on her credit file, which was put there by Bank of Scotland plc, trading as Halifax. She complained that the balance wasn’t correct; that Halifax hadn’t sent her statements; and that one payment she’d made in 2014 had been returned... (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 DRN-4183093
14 Jun 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4183093 The complaint Mr G complains that Santander UK Plc unfairly recorded a default on his credit file. What happened Mr G says he was unwell and advised to write to his creditors to request they write off his debts. He says he asked Santander to write off his account balance which ... (2 pages)View decision -
Decision Reference DRN1309239
21 Dec 2016 HFC Bank Limited Not upheldPayment protection insurance (PPI)Mr S’s complaint is that HFC Bank Limited (“HFC”) mis-sold him payment protection insurance (“PPI”) with a series of loans taken out between 2004 and 2007.backgroundHFC upheld Mr S’s complaint and made him an offer which was worked out following the same way we wou... (2 pages)View decision