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 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-2138000
24 Sep 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2138000The complaintMr S complains that Santander UK plc didn’t remove him from a joint account he held with his ex-partner and he is now being chased for an outstanding debt on that account. What happenedIn May 2015, Mr S says he attended a branch of Santander with his ex-partner and ... (3 pages)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 DRN7112365
31 Jan 2014 Barclays Bank Plc UpheldBanking and creditMrs H complains that Barclays Bank Plc is holding her sister, Mrs G, responsible for debts from a loan, a credit card account and overdrawn funds on a current account. She says that Barclays mis-sold the loan as Mrs G lacked mental capacity to know what she was doing. She also says tha... (4 pages)View decision -
Decision Reference DRN-2500007
15 Jun 2021 Prudential Lifetime Mortgages Limited Not upheldMortgagesDRN-2500007 The complaint The executor of the estate of Mrs S has complained about a lifetime mortgage Mr and Mrs S took out in 2007 with Prudential Lifetime Mortgages Limited. He has said he is shocked and appalled to see how much compound interest has accrued on the mortgage. He also sai... (3 pages)View decision -
Decision Reference DRN0138364
14 Nov 2016 HSBC Bank plc Not upheldBanking and creditMr O complains that HSBC Bank plc didn’t follow the correct procedures when it put his personal loan account into default.backgroundIn 2008, when Mr O began experiencing some financial difficulties, he entered into a debt management plan. He’d taken out a personal ... (3 pages)View decision -
Decision Reference DRN6747145
2 Jul 2014 Tesco Personal Finance PLC UpheldPayment protection insurance (PPI)This complaint concerns the redress related to a single premium payment protection insurance policy (PPI) associated with a loan from Tesco Personal Finance Plc (“Tesco”). Tesco wants to set the redress due to Mr J against an outstanding debt related to another loan Mr J had with Tesco. ... (3 pages)View decision -
Decision Reference DRN0589565
19 Nov 2013 The Money Group (Cornwall) Limited UpheldBanking and creditMs N complains that The Money Group (Cornwall) Limited did not tell her that it would take her first two monthly payments towards her debt management plan as a set-up fee.backgroundMs N agreed to enter into a debt management plan arranged by The Money Group. She discussed the details ... (3 pages)View decision -
Decision Reference DRN-5741396
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5741396 The complaint Miss H is unhappy with the customer service she’s received from Barclays Bank UK PLC and the way it handled data relating to her accounts. What happened Miss H had a current account with Barclays. The account had an overdraft facility of around £2,000. This fa... (4 pages)View decision -
Decision Reference DRN-2329255
10 Dec 2020 National Westminster Bank Plc UpheldConsumer CreditDRN-2329255 The complaint Mrs J complains that National Westminster Bank Plc (NatWest) contacted her to pay an outstanding debt that she says she’d already paid off. What happened Mrs J received a letter from NatWest around February 2020, letting her know that that a debt she owes had been... (3 pages)View decision