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 71745 results
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Decision Reference DRN-2010707
13 Apr 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2010707 The complaint Mr S’s complaint is about the way The Royal Bank of Scotland Plc (RBS) settled his complaint concerning the mis-sale of a payment protection insurance (PPI) policy. RBS off- set the amount it offered Mr S against the outstanding arrears it said he had on the over... (3 pages)View decision -
Decision Reference DRN-5237459
6 Jan 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5237459 The complaint Mr S complains that Everyday Lending Limited trading as Everyday Loans lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr... (5 pages)View decision -
Decision Reference DRN-5689504
14 Jul 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5689504 Complaint Miss F has complained about a loan Admiral Financial Services Limited (“Admiral FS”) provided to her. She says that the loan was unaffordable given her circumstances at the time. Background Admiral FS provided Miss F with a loan for £20,000.00 in November 2021. It... (3 pages)View decision -
Decision Reference DRN-5018169
23 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5018169 The complaint Mr H complains that Capital One (Europe) plc perpetuated unfair relationships with him in relation to three cards it lent him. What happened Capital One provided Mr H with a credit card in September 2011 with a limit of £500 – I’ll refer to this as card one. T... (5 pages)View decision -
Decision Reference DRN6599058
11 Mar 2018 HSBC Bank plc Not upheldBanking and creditMr G complains that HSBC Bank Plc sold a debt to Arrow Global which didn’t exist. He says he never signed a loan agreement and didn’t give his permission for his details to be passed to a debt collection agency.backgroundMr G entered into a Managed Loan agreement w... (2 pages)View decision -
Decision Reference DRN-5127011
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5127011 The complaint Miss B complains that NewDay Ltd was irresponsible to open three credit accounts for her and to later increase the credit limits. Miss B has brought her complaint via a representative but I will refer to her throughout for simplicity. What happened NewDay Ltd... (6 pages)View decision -
Decision Reference DRN2411254
12 Mar 2014 Black Horse Limited UpheldPayment protection insurance (PPI)Mr and Mrs A’s complaint is about the amount of compensation they should receive from Black Horse Limited (“Black Horse”). Mr and Mrs A believe they should receive all of the redress payable directly to them.backgroundMr and Mrs A took out single premium PPI alongside a fixed sum loan in... (2 pages)View decision -
Decision Reference DRN6313653
29 Aug 2013 Santander Cards UK Limited Not upheldBanking and creditMrs H is unhappy that Santander Cards UK Limited will not remove the County Court Judgement (CCJ) against her, despite a promise from its debt recovery agent that it would do so.our initial conclusionsThe adjudicator did not recommend that the complaint be upheld. He concluded ... (2 pages)View decision -
Decision Reference DRN2706018
28 Sep 2018 National Westminster Bank Plc Not upheldBanking and creditMiss N is unhappy with the default notice that’s been placed on her credit file by National Westminster Bank Plc (NatWest) for the repayment of a joint overdraft. Miss N is also disputing she owes the outstanding amount of the overdraft as she says she wasn’t the ... (3 pages)View decision -
Decision Reference DRN8169330
24 Jun 2015 Deeside Insurance Brokers Ltd UpheldInsurance (excluding PPI)Mr A complains that Deeside Insurance Brokers Ltd cancelled his motor insurance policy and passed the outstanding amount of premium it said he owed to a debt collection agency. He wants the outstanding balance to be waived. backgroundWhen his policy renewed, Deeside aske... (4 pages)View decision
