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 77331 results
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Decision Reference DRN8459197
26 Jan 2017 MBNA Limited UpheldBanking and creditMr P complains that MBNA Limited should have recorded a default against him in relation to his debt.backgroundMr P had a credit card debt with MBNA. In 2010, he says found himself in financial difficulties. He says used a debt management company (DMC) who contacted... (3 pages)View decision -
Decision Reference DRN7592104
9 Jun 2016 Hillesden Securities Limited Not upheldBanking and creditMr T complains that Hillesden Securities Limited (trading as dlc) wrongly asked him to pay a debt he knows nothing about.backgroundMr T says that dlc contacted him about a debt and, even though he said he did not admit liability for the debt and that it was statut... (2 pages)View decision -
Decision Reference DRN0657876
2 Nov 2017 Santander UK Plc Not upheldBanking and creditMrs H complains that she is being pursued for a debt which was written off by Santander UK Plc.backgroundMrs H held a credit card account with Santander. A debt collection company called Robinson Way are pursuing her for payment. She says that the debt was written of... (2 pages)View decision -
Decision Reference DRN8285924
26 Aug 2015 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr S complained that HSBC Bank Plc (HSBC) mis-sold him PPI policies taken out with three loans. Mr S is unhappy with the compensation offered to settle his complaint. backgroundMr S took out three PPI policies associated with three loans (references ending 3331, 7200 and ... (3 pages)View decision -
Decision Reference DRN4703299
22 Oct 2019 Zopa Limited Not upheldBanking and creditMr R’s complaint is that Zopa Limited irresponsibly approved a loan of £10,000 to him in August 2015 which it ought to have known would be unaffordable for him. He seeks a refund of interest on the loan and of charges that may have been applied for missed or late payments.backgroundOne of ... (3 pages)View decision -
Decision Reference DRN5782588
23 Aug 2013 Harlands Finance Limited UpheldBanking and creditMr C complains about a debt recovery charge added to a fixed-sum loan agreement he took out with Harlands Finance Limited. Mr C says he was out of work, could not pay, and thinks the charge is excessive and unfair.backgroundI issued a provisional decision on this case in which I concluded... (3 pages)View decision -
Decision Reference DRN7593398
14 Oct 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr J has complained about the way The Royal Bank of Scotland Plc (“RBS”) has used the compensation it agreed to pay him after he complained about the mis-sale of payment protection insurance (“PPI”).backgroundMr J took out a credit card with RBS in 1997 and also PPI al... (2 pages)View decision -
Decision Reference DRN-2067372
6 Aug 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2067372The complaintMs G complains about how NewDay Ltd trading as Aqua responded to her request for helpwith her credit card account during extremely difficult personal circumstances.What happenedMs G told us about tragic circumstances she experienced, which I won’t record here. Those... (3 pages)View decision -
Decision Reference DRN3645657
5 Oct 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)ComplaintMr T is complaining that Capital One (Europe) plc (“Capital One”) mis-sold him a payment protection insurance (“PPI”) policy attached to his credit card. It has used the compensation due to him to reduce his outstanding debt with it.backgroundMr T took the poli... (3 pages)View decision -
Decision Reference DRN0361044
30 Apr 2015 House & Home Care Limited Not upheldBanking and creditMiss F complains that House & Home Care Ltd (the business) has provided her with poor service. She says it has not provided her with a clear account of where her payments have gone.background Miss F entered into a debt settlement plan with the business in January... (2 pages)View decision