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 DRN2572109
22 Jun 2015 Canada Square Operations Limited Not upheldBanking and creditMrs H complains that Canada Square Operations Limited went back on a deal it made with her. She says it agreed to accept £2,000 in full and final settlement of her debt. But it then sold on the debt – most likely as a result of an administrative mistake on its... (2 pages)View decision -
Decision Reference DRN7977461
13 Feb 2018 Total Home Loans Direct Limited Not upheldBanking and creditMr W complains that Total Home Loans Direct Limited (THL) gave him loans that he couldn’t afford to repay and transferred the debt to a third party without informing him. He asks that it refunds interest and charges.backgroundMr W took out three loans with THL betw... (2 pages)View decision -
Decision Reference DRN2752491
24 Feb 2016 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr G’s complaint is about the compensation The Royal Bank of Scotland Plc (RBS) has offered to settle his complaint about a mis-sold payment protection insurance (PPI) policy.backgroundMr G complained to RBS about PPI sold to him with his credit card, ending with t... (4 pages)View decision -
Decision Reference DRN2877645
7 Mar 2018 Hitachi Capital (UK) Plc Not upheldBanking and creditMiss S acquired household furniture in May 2012, by means of a 60 month fixed sum loan agreement with Hitachi Capital (UK) Plc. She subsequently experienced financial difficulties and entered a Debt Management Plan (DMP). She complains that she has repaid more than her o... (3 pages)View decision -
Decision Reference DRN-2974908
1 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2974908 The complaint Miss H complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Miss H applied for an Aqua credit card from NewDay in April 2016. This was agreed with a limit of £250. The debt was passed to a debt collection agency in February 2019 and repaid i... (2 pages)View decision -
Decision Reference DRN-4815094
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4815094 The complaint Mr M complains Monzo Bank Ltd have treated him unfairly in relation to his Flex credit card account and the level of customer service it’s provided him. What happened Mr M held a bank account with an overdraft facility with Monzo. Mr M also held a Flex credit c... (4 pages)View decision -
Decision Reference DRN4708227
29 Jun 2015 Clear Start Partnerships Limited Not upheldBanking and creditMr D complains that Clear Start Partnerships Limited, trading as Debt Free Direct, mis- advised him to enter into an Individual Voluntary Arrangement (IVA).backgroundFollowing advice from Debt Free Direct, Mr D entered into an IVA. He says there was enough equity in his ... (1 page)View decision -
Decision Reference DRN1727628
23 Aug 2017 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr and Mrs H’s complaint is about how The Royal Bank of Scotland Plc (RBS) used the compensation due to them for a mis-sold payment protection insurance (PPI) policy.backgroundMr and Mrs H complained to RBS that the PPI on an overdraft facility on their joint bank ac... (7 pages)View decision -
Decision Reference DRN3324404
13 Sep 2017 The Mortgage Works (UK) Plc Not upheldBanking and creditMr I complains that The Mortgage Works (UK) Plc (“TMW”) is unfairly seeking payment from him for a shortfall owed after it possessed and sold six properties. He wants matters put right.backgroundMr I had a buy-to-let mortgage with TMW. It possessed and sold the propert... (2 pages)View decision -
Decision Reference DRN7994206
10 Jan 2018 Hoist Finance UK Limited Not upheldBanking and creditMrs M complains that Hoist Finance UK Limited has recorded incorrect information on her credit file.backgroundMrs M complains that there are two markers for the same debt recorded on her credit file. One of the markers was applied by Hoist. The other marker was appl... (2 pages)View decision
