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
-
Decision Reference DRN-2734997
19 Apr 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2734997 The complaint Miss M complains Vanquis Bank Limited lent to her irresponsibly. What happened Miss M opened a credit card account with Vanquis. When Miss M applied for the card, she said that she had a personal income of £30,000 and her residential status was put as living with ... (3 pages)View decision -
Decision Reference DRN1445923
31 Aug 2016 HSBC Bank plc Not upheldBanking and creditMrs S complains that HSBC Bank Plc transferred money from one account to another without her permission. She also complains that a default was unfairly added to her credit file.backgroundIn 2010, Mrs S paid three cheques from her HSBC business account into her HSBC sa... (3 pages)View decision -
Decision Reference DRN-5531729
19 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5531729 The complaint Ms T has complained Wise Payments Limited misrepresented the status of her personal account and was unable to provide clear data about credits and debits made. She disputed there was ever a debt on the account when her account was closed. What happened Ms T hel... (2 pages)View decision -
Decision Reference DRN7950365
19 Feb 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr H says Capital One (Europe) plc mis-sold him payment protection insurance (PPI).backgroundIn 2001 Mr H took out a credit card with Capital One. At the same time it sold him payment protection insurance. In February 2016, Capital One upheld Mr H’s complaint about the... (2 pages)View decision -
Decision Reference DRN0420472
25 Oct 2016 National Westminster Bank Plc Not upheldBanking and creditJ, a limited company, complains that National Westminster Bank Plc didn’t release security over its properties. It asks that NatWest release the security without charge. J is represented by its director, who I will call Mr B. backgroundJ had given a fixed charge over... (2 pages)View decision -
Decision Reference DRN-4462378
28 Nov 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-4462378 The complaint Mrs B complains that TSB Bank plc input incorrect data to her credit reference in respect of her credit card and current account and wouldn’t correct this when brought to its attention. What happened Mrs B’s TSB credit card and current account were accepted as par... (3 pages)View decision -
Decision Reference DRN0121597
19 Feb 2020 Kensington Mortgage Company Limited Not upheldBanking and creditMs D has complained that, on 7 January 2019, Kensington Mortgage Company Limited paid an outstanding rentcharge of £1,874.02 when there was a payment plan in place with the management company.backgroundMs D has a mortgage account with Kensington on a property which is subject to a rentchar... (3 pages)View decision -
Decision Reference DRN7445612
14 May 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs M complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs M had a mortgage with almost 20 years to run. They were in the fixed rate period, with about another three year... (2 pages)View decision -
Decision Reference DRN9668459
30 Jun 2014 MBNA Limited Not upheldBanking and creditMs F complains that MBNA Limited defaulted her credit card accounts and registered the default with the credit reference agencies without taking into account her circumstances, including the large sums of money she has paid on the accounts over the years. She would like MBNA to clear t... (3 pages)View decision -
Decision Reference DRN-4639571
20 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4639571 The complaint Mr D has complained about the circumstances surrounding Bank of Scotland plc, trading as Halifax, suspending his credit card account. What happened Mr D has a credit card account with Halifax, which it suspended due to persistent debt. Mr D has explained that h... (3 pages)View decision
