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 77331 results
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Decision Reference DRN-3993108
16 Mar 2023 National Westminster Bank Plc UpheldMortgagesDRN-3993108 The complaint Mr A complains that National Westminster Bank Plc asked him to make unaffordable mortgage payments after it paid ground rent and service charges owed in relation to his leasehold property. What happened Mr A took out a mortgage with NatWest in 2017 with a 35-year ... (6 pages)View decision -
Decision Reference DRN-3293542
18 Mar 2022 Zopa Limited UpheldConsumer CreditDRN-3293542 The complaint Mr M complains about Zopa Limited’s (“Zopa”) role in facilitating a finance agreement between him and a third party. What happened I set out what happened leading up to and in the course of Mr M’s complaint in my provisional decision, which I issued earlier this y... (7 pages)View decision -
Decision Reference DRN-5515380
10 Jul 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5515380 The complaint Mr S complains ACI-UK Limited won’t provide him with information to prove they’re entitled to collect on his debt. What happened As I understand it, Mr S took out a loan with a company I’ll refer to as T for £10,000. Unfortunately, it seems Mr S wasn’t able to ... (3 pages)View decision -
Decision Reference DRN-3693332
17 Feb 2023 True Bearing Ltd Not upheldPensions and AnnuitiesDRN-3693332 The complaint Mr H complains that he was given unsuitable advice by True Bearing Ltd (True Bearing), trading as True Bearing Chartered Financial Planners, to transfer the benefits from his defined-benefit (DB) occupational pension scheme to a personal pension (PP) and withdraw ... (5 pages)View decision -
Decision Reference DRN-3248335
23 Jan 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3248335 The complaint Mr G complains that MBNA Limited irresponsibly allowed him to open a credit card account that was unaffordable. What happened Mr G says he opened the MBNA credit card account in 2019 and it didn’t carry out appropriate checks on his application. He says he was in ... (2 pages)View decision -
Decision Reference DRN-3791993
24 Mar 2023 Step One Finance Limited UpheldMortgagesDRN-3791993 The complaint Mrs F complains about a secured loan which was taken out fraudulently in her name with Step One Finance Limited. She says Step One shouldn’t have granted the loan as it didn’t do proper checks on the application, and it gave her false and misleading information wh... (3 pages)View decision -
Decision Reference DRN8301468
12 Aug 2014 PayPal Sarl & Cie, SCA Not upheldBanking and creditMr E complains that PayPal Sarl & Cie, SCA refuses to write off a debt and restore his PayPal accounts. He also complains about the way PayPal has handled his complaint and of harassment over the debt.background Mr E was a victim of fraud. He sold items on ebay on behalf of som... (2 pages)View decision -
Decision Reference DRN-1161854
27 May 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1161854The complaintMr A and Mrs E are unhappy about how National Westminster Bank Plc (NatWest) dealt with issues related to the closure of their bank account. What happenedIn February 2019, NatWest wrote to Mr A and Mrs E. It said it had reviewed their bank account and gave them 60 d... (3 pages)View decision -
Decision Reference DRN2304690
5 Jun 2019 Casheuronet UK LLC UpheldBanking and creditMs H complains that CashEuroNet UK LLC, trading as QuickQuid, lent to her in anirresponsible manner. Ms H’s husband, Mr H, is helping her to bring her complaint.backgroundThe background to this complaint was set out in my provisional decision in May 2019, an extract... (5 pages)View decision -
Decision Reference DRN7764146
22 Jun 2017 HSBC Bank plc Not upheldBanking and creditMr D complains that HSBC Bank Plc added fees to a credit card account he said he had closed. He doesn’t feel he should have to pay as he wasn’t made aware of these as he didn’t receive any statements. And he says the debt has ruined his credit file.backgroundMr D ... (2 pages)View decision