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 DRN9992261
27 Jul 2018 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc transferred his overdraft facility to a debt recovery agency unfairly.backgroundMr A opened a student account with HSBC in 2004 which had a £2,000 overdraft facility. In 2015, he found himself in financial difficulties and got in to... (2 pages)View decision -
Decision Reference DRN0903905
11 Aug 2015 Bank of Scotland Plc Not upheldBanking and creditMr G complains about the way Bank of Scotland plc (trading as Halifax) dealt with the refund of interest and charges on his credit card.backgroundMr G began to experience financial difficulties and his credit card account defaulted. He later offered to pay of 70% of t... (2 pages)View decision -
Decision Reference DRN2361785
29 Jul 2014 Lloyds Bank PLC Not upheldBanking and creditMr G complains that he received poor advice and customer service from a mortgage adviser at Lloyds Bank PLC (Lloyds). He also says that the valuation of his property was too low and has provided his own valuation at a higher amount.background In 2013 Mr G was looking to remortgage and ... (2 pages)View decision -
Decision Reference DRN1772870
22 Feb 2017 NRAM plc Not upheldBanking and creditMr W complains through his solicitor that Landmark Mortgages Limited trading as NRAM misled his solicitor when he redeemed his mortgage. Mr W wants NRAM to remove the outstanding equitable charge.background Mr W sold his property and his solicitor needed to redeem the o... (2 pages)View decision -
Decision Reference DRN-2275516
10 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2275516 The complaint Ms W complains that Aqua lent irresponsibly when it approved her credit card application and later went on to increase the credit limit. Ms W also complains that Aqua sold her debt to a third party despite being aware she was vulnerable. What happened On 3 June 20... (3 pages)View decision -
Decision Reference DRN-4394159
11 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4394159 The complaint Mr E complains National Westminster Bank Plc failed to treat him fairly regarding debt owed on his overdraft and a personal loan when they closed his accounts. He says they refused to discuss reasonable ways forward to repay what he owed, sent him contradictory in... (3 pages)View decision -
Decision Reference DRN-5857224
20 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5857224 The complaint Ms B is unhappy that a debt she owed under a credit card facility provided by Capital One (Europe) plc (‘Capital One’) was sold to a third-party debt collection agency (‘DCA’). What happened Ms B opened a credit card account with Capital One in June 2016. In Ma... (2 pages)View decision -
Decision Reference DRN9918876
12 Aug 2014 HSBC Bank plc Not upheldBanking and creditMs M complains that HSBC Bank plc has treated her unfairly because, despite having repaid the balance of a previous debt, the bank has still refused to allow Ms M to open a new account with it.backgroundMs M previously held an account with HSBC. In 2007, the account was closed and the ... (2 pages)View decision -
Decision Reference DRN-4187382
18 Jul 2023 Age Partnership Limited Not upheldPensions and AnnuitiesDRN-4187382 The complaint Mr M, through his representative, has complained about advice he received from Age Partnership Limited (APL). This advice was to purchase a fixed term annuity using the benefits held within a Friends Life Section 32 (s32) plan. Mr M states the advice was unsuitabl... (6 pages)View decision -
Decision Reference DRN1385222
24 Aug 2016 Casheuronet UK LLC UpheldBanking and creditMiss L complains that Casheuronet UK LLC (trading as QuickQuid) wrongly lent her money she couldn’t afford to pay back.backgroundMiss L took out three loans with QuickQuid. Miss L says if QuickQuid had carried out proper checks, it would’ve found out she relied on pay... (2 pages)View decision