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 70898 results
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Decision Reference DRN1712895
25 Feb 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr E complains that The Royal Bank of Scotland plc (RBS) closed his student account because he was not paying into it. He says he did not know he had to, and would like the bank to re-open the account and reinstate the overdraft limit. He would also like the default removed from his cre... (2 pages)View decision -
Decision Reference DRN9319188
14 Jan 2014 Home Retail Group Card Services Limited Not upheldBanking and creditMr C complains that Home Retail Group Card Services Limited (trading as Argos Card Services) defaulted his account but, after he signed up for online servicing, he had no access to his account so could not pay. He did not receive regular statements and asks for the default to be remo... (2 pages)View decision -
Decision Reference DRN-4228867
31 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4228867 The complaint M was a partnership. One of the partners, who I’ll refer to as Ms P, says that it is now a sole trader business. Ms P complains on behalf of M about Barclays Bank UK PLC’s handling of M’s financial difficulties, in particular Barclays’ failure to respond to her le... (4 pages)View decision -
Decision Reference DRN2836648
28 Jul 2017 B2B Loans & Mortgages Limited Not upheldBanking and creditMr and Mrs L complain that B2B Loans & Mortgages Limited (“Y3S”) didn’t follow their instructions and repaid the wrong debt using money borrowed for loan consolidation. They also are unhappy about how long the application took, the number of surveyor reports, tha... (2 pages)View decision -
Decision Reference DRN9420364
1 Feb 2019 Santander UK Plc UpheldBanking and creditMiss B complains that Santander UK plc unfairly applied charges to her account even though she told it that a direct debit had been incorrectly taken from her account. Her account was then overdrawn and Santander charged her even more.backgroundMiss B had an everyday c... (3 pages)View decision -
Decision Reference DRN9883082
12 Feb 2021 HSBC UK Bank Plc Not upheldInvestment and pensionsComplaint A company, which I’ll refer to as S, complains that HSBC UK Bank Plc mis-sold it several interest rate hedging products (IRHPs) and hasn’t paid enough compensation. Background S brings its complaint alongside another which is brought by S’s owner, “Mr D”. Like S’s complaint, Mr D... (14 pages)View decision -
Decision Reference DRN0922673
26 Mar 2015 MEM Consumer Finance Limited Not upheldBanking and creditMiss C has complained that MEM Consumer Finance Limited, trading as Payday UK, placed a default on her credit record without ever telling her. This meant that she had no opportunity to pay her debt and avoid the default.backgroundMiss C borrowed £250 from Payday UK ... (2 pages)View decision -
Decision Reference DRN5183863
5 Jan 2016 Capquest Debt Recovery Limited UpheldBanking and creditMiss W complains that Capquest Debt Recovery Limited has caused her to be wrongly chased for debts belonging to someone else.backgroundMiss W says that, for around five years, she has been chased for debts that relate to another person with the same date of birth and ... (2 pages)View decision -
Decision Reference DRN1929267
4 Mar 2015 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr D’s complained that Tesco Underwriting Limited charged him for home insurance for nearly two months after he’d written to say he didn’t want to renew his policy. Mr D’s been dealing with Tesco Bank as it arranged his policy. It’s acting for the insurance company who provided the cov... (2 pages)View decision -
Decision Reference DRN0759982
27 Jun 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr K complains that Lloyds TSB Bank Plc pressurised him into taking out borrowing that he couldn’t afford and should not have sold on his accounts to another company.backgroundMr K took out a loan agreement and two credit card accounts with Lloyds TSB some time ago. Mr K did not mai... (1 page)View decision
