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-2332916
30 Sep 2021 HCC International Insurance Company Plc Not upheldInsuranceDRN-2332916 The complaint A company which I’ll refer to as C complains that HCC International Insurance Company Plc (“HCC”) hasn’t paid the full value of a claim made against its Trade Credit insurance policy. Mr C, who is a director of C, brings the complaint on C’s behalf. C is represent... (3 pages)View decision -
Decision Reference DRN-4319391
16 Oct 2023 National Westminster Bank Plc Not upheldConsumer CreditDRN-4319391 The complaint Mr C complains that National Westminster Bank Plc (‘NatWest’) irresponsibly gave him two loans that he couldn’t afford. What happened On 10 September 2021 Mr C asked for and was given a loan for £5,000 which had a term of 24 months. The purpose of the loan was to ... (3 pages)View decision -
Decision Reference DRN9880198
29 May 2013 NEO Media Solutions Limited UpheldBanking and creditMrs D complains that NEO Media Solutions Limited (trading as One Debt Solution) did not distribute payments to her creditors.our initial conclusionsOur adjudicator recommended that the complaint be upheld. She concluded that the plan One Debt Solution set up for Mrs D did not me... (2 pages)View decision -
Decision Reference DRN-5360449
4 Mar 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5360449 The complaint Mrs H complains J D Williams & Company Limited trading as Simply Be (JDW) won’t pay a refund for irresponsible lending on a store card directly to her. What happened Mrs H originally raised an irresponsible lending complaint to JDW. JDW accepted they’d irre... (4 pages)View decision -
Decision Reference DRN-5751959
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5751959 The complaint Miss A complains that Santander UK Plc mismanaged and miscommunicated about her overdraft account. She said this caused an unfair default to be applied to her credit file. What happened Miss A held an account that included an overdraft facility for £2,000. She... (4 pages)View decision -
Decision Reference DRN-3088268
2 Nov 2021 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3088268 The complaint Mr H complains Royal Bank of Scotland Plc closed several accounts in his name and unfairly reported them as defaulted. What happened The background facts of this complaint were explained by the investigator who issued their view on Mr H’s complaint. I find no need... (4 pages)View decision -
Decision Reference DRN9514261
27 Aug 2013 Creation Financial Services Limited UpheldBanking and creditMrs U complains that, although she has been repaying a debt to Creation Financial Services Limited for several years under a debt management plan, the high rate of interest charged is making it impossible for her to clear the account.backgroundIn 2007 Mrs U told Creation that she had fina... (2 pages)View decision -
Decision Reference DRN-2697109
14 Apr 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2697109 The complaint Mr H complains that Bank of Scotland plc has given him misleading information about a debt. What happened Mr H says Bank of Scotland has given him misleading information about a debt and who owns it. He says he received a cheque for £50 but without a clear explana... (2 pages)View decision -
Decision Reference DRN1104528
26 Sep 2014 Santander Cards UK Limited Not upheldBanking and creditMr R complains that he has been receiving letters from a debt collection firm for a debt that does not belong to him. The firm is dealing with a debt transferred to it by Santander Cards UK Limited. Mr R says that he has told Santander that he has never had an account with it. He wants... (2 pages)View decision -
Decision Reference DRN6054252
30 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMiss H complains that Bank of Scotland plc trading as Halifax forced her into debt following a loan she says she was pressurised into taking out in 2011.backgroundMiss H says in 2011 Halifax reviewed her finances. She says at the time she had about £24,000 in savings and a credit card debt... (2 pages)View decision