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 DRN8105840
4 Dec 2014 HSBC Bank plc Not upheldBanking and creditMr J complains that HSBC Bank Plc acted unfairly in selling a debt arising from his current account and he disputes that the debt is due. backgroundIn early 2008 the bank authorised a £900 overdraft for Mr J. However he exceeded this limit and the bank asked that he reduce the balance.... (1 page)View decision -
Decision Reference DRN1836565
23 Mar 2018 TSB Bank plc UpheldBanking and creditMr B complains that TSB Bank plc did not write off his overdraft debt when his account was defaulted and passed to their debt recovery department in the way they had promised.He is also unhappy that TSB later told him that he had six to twelve months to update ... (6 pages)View decision -
Decision Reference DRN0841029
8 Nov 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr L is complaining that Capital One (Europe) plc has used the compensation it offered for the mis-selling of a payment protection insurance (PPI) policy attached to his credit card, to reduce his outstanding debt.backgroundIn 2016, following Mr L’s complaint through ... (3 pages)View decision -
Decision Reference DRN1020905
23 Dec 2015 Creation Financial Services Limited UpheldPayment protection insurance (PPI)Mr C’s complaint is about a payment protection insurance (PPI) policy taken out with a hire purchase loan. Creation Financial Services Limited (Creation) offered compensation to settle the complaint but Mr C isn’t happy with how Creation has used the compensation.back... (5 pages)View decision -
Decision Reference DRN-6107190
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6107190 The complaint Ms R complains about the way National Westminster Bank Public Limited Company (NatWest) has handled her loans and credit card accounts. What happened In August 2021, Ms R says she received diagnosis of a life limiting condition, and she was given a maximum lif... (3 pages)View decision -
Decision Reference DRN-5473348
30 Jun 2025 Intrum UK Limited Not upheldConsumer CreditDRN-5473348 The complaint Mr J complains that Intrum UK Limited (Intrum) caused him stress and upset by contacting him about a debt that was statute barred. What happened Mr J had a credit card that was taken out around 1999 with a business I’ll refer to as M. the account fell into arre... (3 pages)View decision -
Decision Reference DRN3118618
18 May 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs M complain that Legal & General Partnership Services Limited (LGPS) gave them unsuitable mortgage advice. In particular, they say it failed to advise them on the implications of consolidating unsecured debts onto their mortgage.Mr and Mrs M are represented... (2 pages)View decision -
Decision Reference DRN1117081
4 Dec 2013 Lloyds Bank PLC UpheldBanking and creditMrs K complains that Lloyds Bank plc (previously Lloyds TSB Bank plc).-Continued to chase her for repayment of a number of debts after she had been declared bankrupt and discharged.-Failed to report accurate information about her debts to the credit reference agencies.-Sold her debts ... (3 pages)View decision -
Decision Reference DRN0454196
5 Jun 2013 Unique Debt Solutions Limited UpheldBanking and creditMr and Mrs A complain that an Individual Voluntary Arrangement (“IVA”) they entered into in November 2010 was mis-sold. They say Unique Debt Solutions Limited did not take into account that they were receiving Support for Mortgage Interest (“SMI”), which reduced their total monthly mo... (3 pages)View decision -
Decision Reference DRN-2872054
30 Jun 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2872054 The complaint Mr B complains that Capital One (Europe) plc (CapOne) suspended his credit card as he was in persistent debt. What happened Mr B had a credit card from CapOne since 2003. In 2020 the limit was £4000. In September 2018, March 2020 and September 2020, he received pe... (3 pages)View decision