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 DRN8503667
10 Sep 2013 Creation Financial Services Limited UpheldBanking and creditMiss G complains that Creation Financial Services Limited applied interest and charges to her account since 2009, even though she was trying to pay it off under a debt management plan. backgroundWhen Miss G first set up the plan, in October 2009, she owed about £430. By October 2012,... (2 pages)View decision -
Decision Reference DRN1775542
21 Mar 2014 HSBC Bank plc Not upheldBanking and creditMr and Mrs K complain that HSBC Bank plc wrongly charged monthly direct debits for their business credit card to their business current account – causing an unauthorised overdraft which they are now being required to repay. They want the bank to write off the debt.backgroundMr and Mrs K... (2 pages)View decision -
Decision Reference DRN-5012263
10 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5012263 The complaint Mr H complains Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) unfairly registered a default and passed this account to a debt purchaser. What happened In August 2021, Barclaycard issued a default notice to Mr H. As the arrears weren’t c... (4 pages)View decision -
Decision Reference DRN6194338
13 Dec 2019 PayPal Europe Sarl & Cie, SCA UpheldBanking and creditMiss G complains that she was chased by a collection agency for PayPal Europe Sarl & Cie, SCA, for a debt, of about £180, which was not hers.backgroundIn February 2018, Miss G received a letter from a debt collection agency, requesting a payment to clear a debt she owed to PayPal. Miss... (4 pages)View decision -
Decision Reference DRN-2879282
23 Jun 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2879282 The complaint Miss S complains that NewDay Ltd set a credit limit on her credit card account that was too high and says it continued to charge her interest when she closed the account. What happened Miss S says NewDay set the credit limit on her account too high as she had othe... (3 pages)View decision -
Decision Reference DRN7481408
17 Jul 2013 HSBC Bank plc Not upheldBanking and creditsummary of complaintMr D complains that HSBC Bank plc are holding him personally liable for an outstanding debt on a home management current account. Mr D previously held this account jointly with his late ex-wife, Mrs B. background In 1983 Mr D opened a joint account with the late ... (2 pages)View decision -
Decision Reference DRN4314018
8 Jul 2014 Barclays Bank Plc Not upheldBanking and creditB, a limited company, complains that Barclays Bank plc mistakenly told it that its overdraft debt had been written-off. Although the bank subsequently realised its error and clarified the position, which was that it had not been, B says that it should honour the write-off.background B ... (2 pages)View decision -
Decision Reference DRN4621574
15 Sep 2017 National Westminster Bank Plc Not upheldInvestment and pensionsC, a sole-trader business, complains about additional losses that arose because of the mis- sale of an interest rate hedging product (IRHP) by National Westminster Bank Plc (NatWest).backgroundC invests in property. Its debts were secured against its investment properties ... (4 pages)View decision -
Decision Reference DRN-5751959
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5751959 The complaint Miss A complains that Santander UK Plc mismanaged and miscommunicated about her overdraft account. She said this caused an unfair default to be applied to her credit file. What happened Miss A held an account that included an overdraft facility for £2,000. She... (4 pages)View decision -
Decision Reference DRN-5360449
4 Mar 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5360449 The complaint Mrs H complains J D Williams & Company Limited trading as Simply Be (JDW) won’t pay a refund for irresponsible lending on a store card directly to her. What happened Mrs H originally raised an irresponsible lending complaint to JDW. JDW accepted they’d irre... (4 pages)View decision