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 69710 results
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Decision Reference DRN-4554790
17 May 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4554790 The complaint Mrs P complains that interest and charges refunded by TSB Bank plc should’ve been refunded to her personally rather than to her account. What happened Mrs P had an overdraft with TSB Bank Plc which was included within a Debt Relief Order (DRO) granted in September... (2 pages)View decision -
Decision Reference DRN-3777392
2 Nov 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3777392 The complaint Mrs R complains that Bank of Scotland plc has enforced a personal guarantee she signed, and so is pursuing her for a debt. What happened The background to this case is well-known to both parties, so I won’t repeat it in detail here and will just set out a brief su... (2 pages)View decision -
Decision Reference DRN0651182
25 Jan 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs A has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (“PPI”).backgroundMrs A took out a credit card with Capital One and also to... (3 pages)View decision -
Decision Reference DRN1285042
14 Jan 2016 Bank of Scotland Plc UpheldBanking and creditMr M complains about Bank of Scotland Plc. There are a number of aspects to his complaint but in essence, Mr M complains that: Bank of Scotland acted irresponsibly when it granted him a personal loan in 2008; Bank of Scotland did not help him when he told the bank ... (3 pages)View decision -
Decision Reference DRN9114130
25 Jan 2016 Global Debt Recovery Limited Not upheldBanking and creditMr E complains about the way that Global Debt Recovery Limited managed a debt he owed. backgroundIn late 2005, Mr E entered into a credit card agreement. He experienced financial difficulties and was unable to pay off his balance. The debt was transferred to Global... (2 pages)View decision -
Decision Reference DRN1721058
6 Jan 2014 Think Loans and Mortgages Limited Not upheldBanking and creditMr and Mrs F complain that Think Loans and Mortgages Limited (“Think”) advised them to;- take out an interest only mortgage without a suitable repayment vehicle;- did not explain the implications of consolidating their existing unsecured debts, and;- incorrectly recommended a self-certif... (3 pages)View decision -
Decision Reference DRN3924302
3 Dec 2015 MBNA Limited UpheldBanking and creditMr V makes a number of complaints about MBNA Limited, all related to two overdrafts he had with that bank.background Mr V had two credit card accounts with MBNA. He complains that MBNA increased his credit limits without asking him, and also increased his interest ra... (2 pages)View decision -
Decision Reference DRN1727577
7 Nov 2017 HSBC Bank plc Not upheldBanking and creditMr M complains that the debt that he owes to HSBC Bank plc is unenforceable because it hasn’t sent him annual account statements.backgroundMr M had credit agreements with HSBC and it says that he owed it £22,878.52 and £2,168.88 in 2003. The accounts were then defaulted ... (2 pages)View decision -
Decision Reference DRN9530701
14 Sep 2016 Foundation for Credit Counselling Not upheldBanking and creditMiss C complains about a debt management plan (DMP) she took out with Foundation for Credit Counselling trading as Stepchange. She says that bankruptcy would have been a better option for her. Miss C is assisted in her complaint by a third party. But for ease, I s... (2 pages)View decision -
Decision Reference DRN3075101
11 Feb 2015 Santander UK Plc Not upheldBanking and creditMs R complains that when Santander UK Plc applied her Payment Protection Insurance (PPI) compensation payment to her outstanding loan account, it didn’t write off the remaining balance of the debt as it had promised.background Ms R was a customer of Santander and had taken out a few loans ... (2 pages)View decision
