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 70502 results
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Decision Reference DRN2964189
17 Oct 2017 Bank of Scotland Plc Not upheldBanking and creditMr A complains about how Bank of Scotland plc (trading as Halifax) has handled his student overdraft.background Mr A said that he’d run up a large overdraft with Halifax when he was a student. He didn’t think that Halifax should’ve lent him so much money. He said tha... (3 pages)View decision -
Decision Reference DRN-4313308
3 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4313308 The complaint Mrs D, a sole trader, is unhappy with the service she received from Barclays Bank UK PLC surrounding the defaulting of her Bounce Back Loan (“BBL”) What happened Mrs D had fallen into arrears on her BBL and in January 2023 she contacted Barclays for support. Barcl... (3 pages)View decision -
Decision Reference DRN-3751230
13 Oct 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3751230 The complaint Mr E complains that Capital One (Europe) plc acted irresponsibly when they offered him a credit card as he had only just finished repaying a debt to them. What happened Mr E first took out a credit card with Capital One in 2013. In 2016 Mr E got into difficulties ... (3 pages)View decision -
Decision Reference DRN-2730818
20 Apr 2021 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-2730818 The complaint Mr K complains that Shop Direct Finance Company Limited, trading as Littlewoods (SDFC) lent to him irresponsibly. . What happened Mr K opened a catalogue shopping account with SDFC in September 2016. His credit limit was increased from £500 to £1000 in April 2017.... (3 pages)View decision -
Decision Reference DRN-3122159
25 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3122159 The complaint Mr G complains that NewDay Ltd (NewDay) lent to him irresponsibly. Mr G is represented by a claims management firm, but I will refer to Mr G as the complainant. What happened Mr G applied for an Aqua credit card from NewDay in June 2014. His limits were increased ... (3 pages)View decision -
Decision Reference DRN8749343
12 Jun 2020 Pinnacle Insurance Plc UpheldInsurance (excluding PPI)Ms N is unhappy that Pinnacle Insurance Plc is pursuing her for a debt after a court judgement was made regarding her motor insurance policy.backgroundIn 2014 Ms N took out motor insurance with Pinnacle and included a named driver on her policy. In April 2015 the insured car was involved i... (5 pages)View decision -
Decision Reference DRN4065221
1 Aug 2017 Lloyds Bank PLC Not upheldBanking and creditMr I’s unhappy Lloyds Bank PLC didn’t reduce the amount he owed to £950.00 in April 2015. He says Lloyds agreed to this and although he tried to raise this afterwards, Lloyds didn’t properly deal with his concerns. He’s also had a number of problems with Lloyds ... (2 pages)View decision -
Decision Reference DRN6589429
14 Jan 2014 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr F complained to this service about the sale of a payment protection insurance (PPI) policy in connection with a credit card. The card and the PPI were both sold by HSBC Bank Plc. HSBC initially rejected Mr F’s complaint, but after the involvement of this service, it then made an of... (2 pages)View decision -
Decision Reference DRN-3205925
9 Dec 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3205925 The complaint Mr and Mrs A have complained that changes National Westminster Bank Plc (NatWest) made to its charging structure for overdrafts were unfair. They also feel that NatWest didn’t help them with their financial difficulties and that the continued application of charge... (4 pages)View decision -
Decision Reference DRN-3058054
26 Nov 2021 Nationwide Building Society UpheldConsumer CreditDRN-3058054 The complaint Mr M has complained that Nationwide Building Society’s decision to provide him with overdraft facilities, a credit card and a number of loans when he was gambling excessively, was irresponsible. Background Mr M opened a current account with Nationwide in 2008. Bet... (6 pages)View decision
