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-2335511
17 Feb 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2335511 The complaint Mr S complains that Santander UK Plc unfairly registered a default on his credit file without telling him and has refused to agree a payment plan. What happened Mr S says Santander kept threatening him with defaulting his account despite him paying £20 a month to ... (2 pages)View decision -
Decision Reference DRN-5442636
15 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5442636 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr G was approved for a Virgin Money credit card in August 2022 with a £5,000 credit limit. I will refer to this card as A in this decision. Mr G was approv... (3 pages)View decision -
Decision Reference DRN-4517707
26 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4517707 The complaint Mr M is complaining about HSBC UK Bank Plc following a series of events that led to his debt being sold to a debt collection company. He believes this happened because HSBC didn’t update his address when he moved and he’s concerned the amount has increased signifi... (3 pages)View decision -
Decision Reference DRN2710818
2 Mar 2021 BMW Financial Services (GB) Limited Not upheldBanking and creditMr B complains about how BMW Financial Services(GB) Limited (“BMWFS”) has administered and managed his debt with it. He is concerned that he may have been over charged interest and that the new monthly payments set (following his decision to make part repayments) were incorrect. background... (3 pages)View decision -
Decision Reference DRN6898898
25 Sep 2013 National Westminster Bank Plc Not upheldBanking and creditMr W had a debt with National Westminster Bank Plc which he was repaying to the bank by monthly payments. He complains that NatWest wrote in October 2012 to tell him that, because it had been unable to contact him or to agree a suitable repayment plan, the bank had passed his accoun... (1 page)View decision -
Decision Reference DRN-5585722
21 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5585722 The complaint Miss A complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss A was approved for an Aqua credit card in June 2022 with a £900 credit limit. I have detailed the credit limit increases below: November 2022 £900 to £1,900 February ... (5 pages)View decision -
Decision Reference DRN-2704437
17 Sep 2021 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-2704437 The complaint P – a shop owned by a partnership – complains about how WorldPay (UK) Limited have treated them, after a debt was created from a chargeback. Throughout this complaint, P has been represented by one of the partners in the shop, Miss P. So, for ease I’ll just refer ... (5 pages)View decision -
Decision Reference DRN9481708
5 Feb 2020 The Co-operative Bank Plc Not upheldBanking and creditMr B complains about the way The Co-operative Bank Plc (“Co-op”) handled his overdrawn current account.backgroundMr B had a current account with no overdraft. But in mid 2017 he went overdrawn and for the next eight months, his debt increased because of service charges and interest. In lat... (3 pages)View decision -
Decision Reference DRN8331893
22 Nov 2016 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs P’s complaint is about the sale of two payment protection insurance (PPI) policies and the way Capital One (Europe) plc has used the compensation it offered to put things right.backgroundCapital One sold Mrs P two policies linked to her credit card accounts endi... (2 pages)View decision -
Decision Reference DRN-4660896
29 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4660896 The complaint A limited company, which I’ll refer to as ‘M’, is unhappy that Metro Bank PLC took money from its business current account (“BCA”) to offset against its defaulted Bounce Back Loan (“BBL”) balance. M’s complaint is brought to this service by its director, whom I’ll... (3 pages)View decision