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 71523 results
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Decision Reference DRN0160189
24 May 2013 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr F’s complaint concerns two payment protection insurance (PPI) policies sold to him at the same time as two credit cards in 1991 and 1994. Mr F says that National Westminster Bank Plc mis-sold the policies.backgroundFollowing the involvement of this service NatWest agreed to uphold ... (2 pages)View decision -
Decision Reference DRN5457017
1 May 2019 Barclays Bank UK PLC Not upheldBanking and creditMrs L’s unhappy with a refund made by Barclays Bank UK PLC (trading as Barclaycard) to reflect the way it’s dealt with her in the past. backgroundMrs L says she received a £780.93 refund from Barclays in relation to a credit card she had which is now settled and clo... (3 pages)View decision -
Decision Reference DRN1055029
17 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr T complains that HSBC Bank Plc is wrongly pursuing him for payment under a personal guarantee. Mr T is represented by a solicitor, which I will call “K”.backgroundMr T was a director of a company. In 2012 the company applied for a £60,000 loan, which was to be sec... (2 pages)View decision -
Decision Reference DRN2802780
25 Sep 2018 Provident Personal Credit Limited UpheldBanking and creditMiss F has complained that Provident Personal Credit Limited lent to her irresponsibly.background Miss F has taken out a total of 27 loans with Provident, the first being on 25 June 2012. Typically, she's had more than one loan active at a time, and some of eac... (4 pages)View decision -
Decision Reference DRN8411448
13 Nov 2019 Welcome Financial Services Limited Not upheldBanking and creditMs S has a secured loan with Welcome Financial Services Limited. She says the loan was mis-sold as she wasn’t told how much it would cost her overall, and had she been told that then she wouldn’t have taken it out. Ms S is also unhappy that the debt was recently sold to a third party busin... (2 pages)View decision -
Decision Reference DRN-4076905
5 May 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4076905 The complaint Mr K complains Nationwide Building Society is asking to him a repay a debt he considers he doesn’t have to. What happened Mr K had a debt relief order (“DRO”) approved on 20 September 2021. Included within the creditors listed on the DRO was Nationwide, for £300. ... (2 pages)View decision -
Decision Reference DRN-3245471
20 Jul 2022 Capquest Debt Recovery Limited UpheldBanking and PaymentsDRN-3245471 The complaint Mr F has complained that Capquest Debt Recovery Limited didn’t pass on his final payment to the creditor. What happened Capquest were collecting a debt on behalf of a bank. In October 2020, Mr F paid off the debt in full. However, Capquest had an error on their en... (2 pages)View decision -
Decision Reference DRN6634556
19 Sep 2013 MBNA Limited Not upheldBanking and creditMr L complains about default charges and interest added to his credit card account by MBNA Limited. This led to Mr L’s account being defaulted and the debt sold to a third party. Mr L is also unhappy that a payment he received into his account was then transferred to this third party. ... (2 pages)View decision -
Decision Reference DRN0446565
24 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditMr A complains that he was unable to keep to the terms of an agreement he had with Lloyds Bank PLC because of mistakes made by Lloyds and other businesses.backgroundMr A had a previous complaint that was to be resolved by Mr A paying Lloyds a balance of £1884.2... (2 pages)View decision -
Decision Reference DRN5996250
30 Oct 2017 Shop Direct Finance Company Limited Not upheldBanking and creditMrs B complains that Shop Direct Finance Company Limited handled her accounts poorly when she was facing financial difficulties. background Mrs B has three accounts with Shop Direct and in recent times has encountered financial difficulties. She has been in contact wi... (2 pages)View decision
