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 DRN3441339
21 May 2013 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc trading as Halifax increased the limit on his credit card without his consent and without telling him. This caused him to get in to financial difficulty and the bank then pressured him for repayment. He has also been misinformed about how to chang... (2 pages)View decision -
Decision Reference DRN7361872
15 Sep 2015 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy taken out with a credit card. Mrs B is unhappy with how Royal Bank of Scotland (RBS) has used the compensation it offered to settle her complaint.backgroundMrs B complained to RBS about the sale ... (2 pages)View decision -
Decision Reference DRN1757961
29 Sep 2016 Baines & Ernst Limited Not upheldBanking and creditMrs B complains that Baines & Ernst Limited (“BEL”) hadn’t provided her with satisfactory advice about her debt management plan (“DMP”). The complaint is brought to this service on Mrs B’s behalf by a claims management company (“CMC”). But for ease, I shall refe... (2 pages)View decision -
Decision Reference DRN-5857187
8 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5857187 The complaint Miss M complains that Zopa Bank Limited (“Zopa”) lent to her irresponsibly and that the loans were unaffordable. She further says that she has combined ADHD and mental health issues which leave her financially vulnerable. What happened In October 2023 Miss M ap... (4 pages)View decision -
Decision Reference DRN3691444
6 Mar 2014 Robinson Way Limited UpheldBanking and creditMrs D complains that Robinson Way Limited is asking her to pay a debt that she does not owe. Mrs D wants Robinson Way to apologise and pay her compensation for the distress and inconvenience she has suffered.backgroundMrs D says that she received a letter from Robinson Way in 2013 and co... (1 page)View decision -
Decision Reference DRN7002239
15 Jun 2015 HSBC Bank plc UpheldBanking and creditMrs R complains that HSBC Bank Plc treated her unfairly when it: sent letters to the wrong address issued loan documents in the name of a dissolved company turned one debt in to two debts rejected loan payments instructed a debt collection agency Ideally, Mr... (2 pages)View decision -
Decision Reference DRN2513804
6 Apr 2020 Capquest Debt Recovery Limited UpheldBanking and creditComplaintMr J is unhappy that Capquest Debt Recovery Limited (Capquest) has again contacted him about a debt that isn’t his. He is looking for compensation to reflect the impact on him going back over a number of years.BackgroundMr J has had several issues going back many years, being chas... (4 pages)View decision -
Decision Reference DRN2112784
3 Sep 2015 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr K’s complaint was that he was mis-sold payment protection insurance (PPI) in relation to two loans with HSBC Bank Plc (HSBC) taken out in 2005 (loan one) and 2007 (loan two).backgroundHSBC accepted that the PPI policies had been mis-sold to Mr K and made him an... (3 pages)View decision -
Decision Reference DRN7942536
13 Oct 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr W complains that Harrington Brooks (Accountants) Limited, trading as Harrington BrooksDebt Management, (“HB”), didn’t provide him with satisfactory advice when he took out adebt management plan (“DMP”) with it. The complaint is brought to this service on Mr W’sbehal... (2 pages)View decision -
Decision Reference DRN9775437
16 May 2019 Hoist Finance UK Limited UpheldBanking and creditMr C complains that Hoist Finance UK Limited (“HFUK”) are asking him to pay a debt which he has already settled.backgroundI issued a provisional decision on 24 April 2019, a copy of which is attached as it forms part of this final decision. Mr C accepted my provisi... (5 pages)View decision