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 DRN-2731330
7 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2731330 The complaint Miss B complains that NewDay Ltd irresponsibly lent to her. What happened In April 2017, Miss B took out an Aqua credit card with NewDay. At this time she set out she was employed, declared her income and NewDay was able to see her other outstanding debt from a c... (3 pages)View decision -
Decision Reference DRN-1958531
1 Apr 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-1958531 The complaint Ms G complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) mishandled her debt with them. What happened Ms G had a credit card with a card issuer since 2004. It was taken over by Barclaycard and her debt was transferred to Barclaycard in 2011. S... (4 pages)View decision -
Decision Reference DRN8720800
4 Feb 2016 Erudio Student Loans Limited UpheldBanking and creditMr R complains that Erudio Student Loans Limited pursued him for a debt that was time barred.backgroundMr R had a student loan which Erudio bought from the original lender. Erudio wrote to him requesting payment, despite the fact that the debt was time barred. Mr R say... (2 pages)View decision -
Decision Reference DRN5643893
5 Nov 2018 Esure Services Limited Not upheldInsurance (excluding PPI)Mr F is unhappy that Esure Services Limited (“esure”) pursued him for a debt he didn’t owe.backgroundIn May 2018, esure incorrectly referred Mr F’s account to a third-party debt collection agency on the basis that he owed Esure £448.49. In reality, Mr F didn’t owe e... (2 pages)View decision -
Decision Reference DRN9154806
19 Aug 2016 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Ms H says The Royal Bank of Scotland Plc (‘RBS’) mis-sold her a payment protection insurance (PPI) policy.backgroundMs H took out an RBS (Mint) credit card in 2001. At the same time, she bought a PPI policy. In 2014, Ms H complained to RBS about the sale of the PP... (2 pages)View decision -
Decision Reference DRN-1693330
14 Apr 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1693330 The complaintMr S complains Barclays Bank UK Plc transferred a previously settled credit card debt to a debt collection agency. BackgroundIn January 2020 Mr S received a letter from Barclays explaining it had transferred debt on his credit card to a debt collection agency. The ... (2 pages)View decision -
Decision Reference DRN-2884908
30 Jul 2021 PayPal Europe Sarl & Cie, SCA Not upheldBanking and PaymentsDRN-2884908 The complaint Mr A complains that he bought an item using interest free credit, through PayPal Europe Sarl & Cie, SCA. But he said that the payment he made hadn’t been used to pay off the item he bought. What happened Mr A said he bought a fan. He bought this through an off... (2 pages)View decision -
Decision Reference DRN5640430
30 Sep 2014 NewDay Ltd Not upheldBanking and creditMrs N has complained that NewDay Ltd cannot expect her to pay a debt on a store card when the card was in her husband’s name.backgroundIn 2010 Mrs N complained to the finance company responsible for managing the store cards of a specific store that they could not pursue her for debts on ... (2 pages)View decision -
Decision Reference DRN-4696519
25 Mar 2024 Mortgage Excellence Limited Not upheldMortgagesDRN-4696519 The complaint Mr and Mrs M complain that Mortgage Excellence Plc, under its then trading name of Police Mutual, delayed in arranging their new mortgage, which caused them financial loss. Mortgage Excellence Plc is now known as Mortgage Excellence Limited. What happened Mr and M... (4 pages)View decision -
Decision Reference DRN-2811859
26 May 2021 OVO (S) HOME SERVICES LIMITED UpheldInsuranceDRN-2811859 The complaint Mr B is unhappy with the way OVO (S) Home Services Limited, trading as SSE, handled his request to cancel his home emergency insurance. What happened In May 2020 Mr B phoned SSE to discuss cancelling his home emergency policy. Mr B said he asked the adviser he spo... (2 pages)View decision
