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 71923 results
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Decision Reference DRN-3113075
25 Oct 2021 Together Personal Finance Limited Not upheldMortgagesDRN-3113075 The complaint Mr and Mrs D complain that Together Personal Finance Limited (trading as Together) didn’t treat them fairly when they struggled with their second charge loan repayments. They ask for a 12-month hold on the account, all interest and fees to be waived and a reduced ... (3 pages)View decision -
Decision Reference DRN3371176
20 Feb 2015 The Mortgage Matters Partnership Not upheldBanking and creditMr and Mrs G complain that they were mis-sold a mortgage by The Mortgage Matters Partnership (MMP).backgroundMr and Mrs G had a mortgage, a secured loan, and some unsecured loans and credit cards. Acting on MMP’s recommendation, they re-mortgaged, consolidating their other debts to the... (2 pages)View decision -
Decision Reference DRN9447825
29 Apr 2013 Arrow Global Receivables Management Limited Not upheldBanking and creditMr B complains that Arrow Global has entered inaccurate information on his credit file, and that it was rude to him when he rang it to discuss an outstanding debt.background Mr B had a credit card with an outstanding balance of around £3,500. This debt was transferred to a third pa... (2 pages)View decision -
Decision Reference DRN1903148
5 May 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr T complains about the administration of his credit card account by Royal Bank of Scotland Plc (RBS). backgroundMr T had a credit card with payment protection insurance (PPI). In 2004, Mr T claimed against the PPI but, at the time, the insurer refused to pay out. ... (2 pages)View decision -
Decision Reference DRN4218235
1 Mar 2016 TSB Bank plc Not upheldBanking and creditMr S complains TSB Bank Plc blocked his current account without giving any notice and then closed it. He also complains about their customer service because he tried to make debt repayments but TSB wouldn’t accept the payments.backgroundMr S told us TSB suddenly plac... (2 pages)View decision -
Decision Reference DRN4920968
12 Jul 2016 Creation Financial Services Limited UpheldBanking and creditMrs C complains that Creation Financial Services Limited didn’t apply a default to her credit card account when she entered financial difficulties. So after six years her credit file still shows a debt management plan that she thinks should have dropped off. background... (2 pages)View decision -
Decision Reference DRN3970716
19 Oct 2016 HSBC Bank plc UpheldBanking and creditMr and Mrs C complain about a decision by HSBC Bank plc (trading as first direct) to withdraw Mr C’s banking facilities. This means they’ve no longer got an account linked to their jointly held offset mortgage with first direct. Mr and Mrs C say it’s a condition of ... (4 pages)View decision -
Decision Reference DRN-3311139
12 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3311139 The complaint Miss C complains that Barclays Bank UK PLC trading as Barclaycard and increased the limit on her credit card without adequately checking that she could afford the repayments. She further complains that Barclays refused to write off any part of the debt due to her ... (4 pages)View decision -
Decision Reference DRN4533087
10 Sep 2020 Lloyds Bank PLC UpheldBanking and creditMr M says Lloyds Bank PLC (“Lloyds”) mis-sold him a fee-paying Silver account in June 2009. Lloyds agreed it was mis-sold and initially refunded Mr M the account fees he was charged to have the account and paid him 8% simple interest on those fees. Mr M says that Lloyds’ offer didn’t full... (3 pages)View decision -
Decision Reference DRN9510976
6 Oct 2015 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc trading as Halifax (“Halifax”) had told him it had linked his personal credit card to his business. But he later found that as the card is still in his name, he’s being asked to pay all of the outstanding debt.backgroundMr B... (2 pages)View decision
