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-2519881
18 Jan 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2519881 The complaint Mrs G complains that lending MBNA Limited made to her in 2016 was irresponsible. Mrs G’s complaint has been brought to us on her behalf by professional representatives. What happened Mrs G took out a credit card with MBNA on 8 September 2016. She told MBNA that sh... (4 pages)View decision -
Decision Reference DRN4207360
10 Nov 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Miss E is complaining that Capital One (Europe) plc has used the compensation it offered for the mis-selling of a payment protection insurance (PPI) policy attached to her credit card, to reduce her outstanding debt.backgroundIn 2017, following Miss E’s complaint throug... (3 pages)View decision -
Decision Reference DRN-2136944
1 Feb 2021 Quilter Mortgage Planning Limited Not upheldMortgagesDRN-2136944 The complaint Mr and Mrs G complain that an appointed representative of Quilter Mortgage Planning Limited mis-sold their mortgage. The complaint has been brought by a claims management company on Mr and Mrs G’s behalf, and they’ve said Quilter didn’t adequately assess the suita... (3 pages)View decision -
Decision Reference DRN-3176455
2 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3176455 The complaint Mr J complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr J applied for an Aqua credit card in March 2014 and it was agreed with a limit of £250. Limit increases were offered by Aqua and put in place as follows: Date Limit M... (4 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 -
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 DRN6085494
4 Apr 2013 Cfo Lending Limited UpheldBanking and creditMr N complains that Cfo Lending Limited used his debit card details to take the full outstanding balance of an overdue payday loan from his bank account. He says he had already arranged a payment plan with Cfo Lending and the withdrawal caused difficulties with his other debts and credi... (2 pages)View decision -
Decision Reference DRN-5001359
30 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5001359 The complaint Mr E complains that National Westminster Bank Plc passed his debt to a debt collection agency. What happened Mr E holds an account with NatWest. Due to Mr E’s financial circumstances, he hasn’t made payments to the account for some time. On 1 November 2023 Mr E... (3 pages)View decision -
Decision Reference DRN8148946
30 Sep 2016 Butler-Do Ltd Not upheldBanking and creditMrs B, represented by a claims management company (CMC), complains that Butler-Do Ltd (the business) mismanaged her debt management plan (DMP).backgroundMrs B says that she entered into a DMP in 2010. She says that at this time she was not made aware that there were ... (2 pages)View decision -
Decision Reference DRN0928704
29 Aug 2018 Santander UK Plc Not upheldBanking and creditMr R and Miss R complain that at a late stage in their house sale and purchase, Santander UK Plc required without warning that they use for debt reduction most of the money it had agreed to lend them towards the purchase, and reneged on a promise to reduce an ear... (4 pages)View decision
