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-4335316
13 Nov 2023 MBNA Limited Not upheldBanking and PaymentsDRN-4335316 The complaint Mrs C complains that MBNA Limited reduced the credit limit on her credit card without any warning, leaving her financially disadvantaged. And she complains that MBNA encouraged her to make an application for an increase, which it then declined to the detriment of ... (4 pages)View decision -
Decision Reference DRN4540038
31 Jan 2017 Santander UK Plc Not upheldBanking and creditMr A complains that Santander UK Plc entered his debts into a debt management plan without his consent.backgroundIn January 2009 Mr A’s late wife signed a form authorising her creditors to disclose to a debt management company any information that company required. T... (2 pages)View decision -
Decision Reference DRN7470008
8 Jul 2014 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr A’s complaint is that HSBC Bank Plc intends to use some of the redress from a mis-sold payment protection insurance (PPI) policy to clear the arrears on the loan the PPI was connected with.Mr A says all the redress should be paid to directly to him.backgroundIn January 2011 Mr A com... (2 pages)View decision -
Decision Reference DRN6071911
4 Aug 2015 Bank of Scotland Plc UpheldBanking and creditMr J complained Bank of Scotland plc, trading as Halifax, hasn’t treated him fairly or considered the impact on him of them asking him to repay an outstanding debt.backgroundIn 2011 Halifax wrote off Mr J’s two personal loans and credit card debt. They had been t... (3 pages)View decision -
Decision Reference DRN2587737
19 Sep 2014 Motormile Finance UK Limited UpheldBanking and creditMrs Y has complained that Motormile Finance UK Limited, trading as MMF, did not tell her that they now owned three of her debts. They also did not respond to her requests to deal with her in writing.backgroundMrs Y has some debts which she had not paid. These were sold to MMF who con... (2 pages)View decision -
Decision Reference DRN4879694
17 Sep 2015 Clear View Finance Limited UpheldBanking and creditMs D complains Clear View Finance Limited agreed to help her reduce her debts but hasn’t done so.backgroundIn 2012 Ms D agreed that Clear View would help her reduce her debts. Ms D says she was told her plan would last less than three years. In 2015 Ms D complained t... (2 pages)View decision -
Decision Reference DRN1512770
9 Jan 2020 National Westminster Bank Plc Not upheldBanking and creditMr P is unhappy that National Westminster Bank Plc (NatWest) sold his outstanding debt to a third party. The debt relates to the overdraft on a NatWest current account. Mr P also disputes NatWest refunded interest to him in 2015 relating to the same account. And doesn’t accept a phone call... (4 pages)View decision -
Decision Reference DRN0551622
10 Aug 2018 Tesco Personal Finance PLC Not upheldPayment protection insurance (PPI)Mr K has complained about the compensation he’s been offered by Tesco Personal Finance PLC (‘Tesco’) for the payment protection insurance (‘PPI’) policy that was sold to him on his credit card account. backgroundMr K was sold a PPI policy on his credit card account... (3 pages)View decision -
Decision Reference DRN9744230
23 Mar 2019 Shop Direct Finance Company Limited Not upheldBanking and creditMr C complains that Shop Direct Finance Company Limited (SDFC) refused to write off his debts and has harassed him for payment. backgroundMr C has two accounts with SDFC, one opened in December 2009 and the other in December 2010. In May 2018 he wrote to SDFC to ask ... (2 pages)View decision -
Decision Reference DRN-5009096
19 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5009096 The complaint Mr D complains that Santander UK Plc asked a debt recovery company to collect his debt when he already had a payment plan in place with another debt recovery company. What happened Mr D holds an account with Santander. The account is a debt and in June 2023 San... (3 pages)View decision
