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 DRN-5318863
27 Feb 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5318863 The complaint Ms C complains that American Express Services Europe Limited (AESEL) suspended her account. She’s unhappy that she didn’t receive a letter advising her that this would happen and is unhappy about the way in which her account and her subsequent complaint has bee... (3 pages)View decision -
Decision Reference DRN0002227
28 Sep 2018 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Ms T complains that The Royal Bank of Scotland Plc (RBS) used compensation from a mis-sold payment protection insurance (PPI) policy to reduce a debt it says Ms T owes. Ms T wants the compensation paid directly to her.backgroundBetween 2004 and 2008 Ms T took out a seri... (2 pages)View decision -
Decision Reference DRN-2557316
10 Mar 2021 HSBC UK Bank Plc Not upheldMortgagesDRN-2557316 The complaint Mr and Mrs M are unhappy that HSBC UK Bank Plc trading as first direct wouldn’t lend them the money they wanted as a further advance on their mortgage for debt consolidation. What happened The details of this complaint are well known to both parties, so I will not... (2 pages)View decision -
Decision Reference DRN4624237
25 Sep 2017 Lloyds Bank PLC Not upheldBanking and creditMr B complains that Lloyds Bank PLC hold him responsible for a credit card debt that isn’t his.backgroundMr B says Lloyds has sold a credit card debt to a third party company whom are now perusing him for it. He says the debt isn’t his and asks Lloyds to provide iden... (2 pages)View decision -
Decision Reference DRN2855650
14 Dec 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr B complains that a debt management plan was mis-sold to him by Harrington Brooks (Accountants) Limited. He also complains about the way that the plan has been administered. He is being helped with his complaint by a representative. backgroundMr B entered into a debt ... (2 pages)View decision -
Decision Reference DRN5810878
4 Oct 2019 HSBC UK Bank Plc UpheldBanking and creditComplaintMr L complains, in summary, that HSBC UK Bank Plc is asking him to pay back more than he considers he should pay towards the debt showing on his current account – which was part of a debt management plan.Background Mr L has been in a debt management plan since 2011, with monthly p... (2 pages)View decision -
Decision Reference DRN0295632
5 Apr 2017 Arrow Global Limited Not upheldBanking and creditMr B has complained Arrow Global Limited can’t ask him to pay two debts they now own as the defaults were not properly sent to him.backgroundIn 2014 Mr B’s bank sold his credit card and personal loan debts to Arrow Global. Mr B was being asked to repay more than £9... (2 pages)View decision -
Decision Reference DRN2301101
29 Mar 2019 Lowell Financial Ltd Not upheldBanking and creditMr A complains about a debt Lowell Financial Ltd is asking him to repay.backgroundMr A had an overdrawn account with a bank I’ll call B. In 2013, Lowell bought this debt from B and wrote to Mr A to explain that this is what had happened and asking him to pay the ... (2 pages)View decision -
Decision Reference DRN0987390
29 Dec 2015 HCC International Insurance Company Plc Not upheldInsurance (excluding PPI)S, a company complains that HCC International Insurance Company Plc won’t pay the full amount of the debt, subject to policy limits, owing to it from an insolvent company under its Constructor whole turnover Credit policy.backgroundIn March 2015 S made a claim to HCC fo... (2 pages)View decision -
Decision Reference DRN0388472
24 Jan 2019 Bank of Scotland Plc Not upheldBanking and creditMr R complains that Bank of Scotland plc trading as Halifax incorrectly applied a default on his credit file. He would like this default removed and compensation for the time and effort taken in raising this complaint.backgroundMr R fell into financial difficulties ... (3 pages)View decision