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 70772 results
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Decision Reference DRN7129165
13 Feb 2017 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs W complains that Bank of Ireland (UK) plc passed her credit card account to a debt collections agency without telling her. She was repaying a set amount each month and believes the debt should now be paid off. She thinks Bank of Ireland added interest to what she... (3 pages)View decision -
Decision Reference DRN0899094
17 Dec 2013 Lloyds Bank PLC Not upheldBanking and creditMr J complains that Lloyds Bank PLC (previously Lloyds TSB Bank Plc) was slow to respond to his approach for a repayment arrangement on his overdraft debt and then made administrative errors in setting up the agreed arrangements. Mr J says that this caused him and his wife upset, inco... (3 pages)View decision -
Decision Reference DRN0487623
17 Mar 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs B complain that The Royal Bank of Scotland Plc (“RBS”) cannot provide them with a copy of the loan they entered with it in 2005. They say the debt is therefore not enforceable and would like it written off.backgroundMr and Mrs B say they held a loan wi... (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 DRN-3678794
9 Sep 2022 Creation Financial Services Limited UpheldConsumer CreditDRN-3678794 The complaint Mr M complains about the information about his credit card account that Creation Financial Services Limited has recorded on his credit file. What happened I issued a provisional decision on this complaint in August 2022 in which I described what had happened as fo... (3 pages)View decision -
Decision Reference DRN9008145
9 Mar 2018 HSBC Bank plc Not upheldBanking and creditMr T is unhappy his credit card debt with HSBC Bank Plc has been sold to another company. He’s also unhappy HSBC haven't been able to provide a copy of his signed agreement.backgroundIn 2003 Mr T took out a loan with HSBC he says at the same time he was given... (2 pages)View decision -
Decision Reference DRN3234749
18 Dec 2017 Cabot Credit Management Group Limited Not upheldBanking and creditMr P complains Cabot Credit Management Group Limited pursued him for a debt that he said that was unenforceable. He thinks it acted in an inappropriate way when trying to recover the debt from him. Mr P asks for compensation of £7,500.our initial conclusionsOur inve... (2 pages)View decision -
Decision Reference DRN8136026
7 Mar 2017 Kapama Limited UpheldBanking and creditMrs M complains about excessive charges that were added to her loan account before it was sold to Kapama Limited.backgroundIn 2013 Mrs M borrowed £100 from a third party. She failed to repay the loan, and the outstanding balance is now £1,816, which is mostly made u... (2 pages)View decision -
Decision Reference DRN7662448
7 May 2019 Hoist Finance UK Limited UpheldBanking and creditMr L complains that Hoist Finance UK Limited wrongly pursued him for a debt. He says the debt wasn’t his but he received threatening letters and poor service while trying to deal with this.backgroundMr L says that he was pursued for a debt that wasn’t his. He says ... (3 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
