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 DRN8357812
20 Nov 2015 Idem Capital Securities Limited Not upheldBanking and creditMrs W complains about Idem Capital Securities Limited (“Idem”) which has taken over a debt she owed. She says she wasn’t told about this until recently and has found out she now has a county court judgment (“CCJ”) against her.backgroundIn 2006, Mrs W took out a loan whi... (2 pages)View decision -
Decision Reference DRN1630816
29 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMr T complains that Lloyds Bank plc is pursuing him for a debt that he does not owe it. He also complains that Lloyds told his wife about the debt, and that its collection agents harassed him whilst in hospital and generally.backgroundMr T said that he was being pursued by Lloyds, and a... (3 pages)View decision -
Decision Reference DRN1490845
10 Jan 2018 Pentagon (UK) Limited Not upheldBanking and creditMr A1 and Mr A2 complain about a debt management plan administered by Pentagon (UK) Limited (“Pentagon”).backgroundMr A1 and Mr A2 took out a joint debt management plan with Pentagon in 2004. At theoutset they paid an instruction fee and thereafter a monthly, ma... (5 pages)View decision -
Decision Reference DRN-2789689
26 Jul 2021 Secure Trust Bank Plc Not upheldConsumer CreditDRN-2789689 The complaint Mr B complains about the actions of Secure Trust Bank plc, trading as Moneyway, in response to his voluntary termination of a hire purchase agreement under which a car had been supplied to him. What happened A used car was supplied to Mr B under a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-3566101
7 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3566101 The complaint Ms H complains National Westminster Bank Plc (NatWest) haven’t treated her fairly in relation to her credit card debt, specifically they: Said in their letter of 2 June 2021 they’d issue a default which, if this has happened, would damage her reputation Passed h... (4 pages)View decision -
Decision Reference DRN7068109
6 Aug 2013 DEBT HELP DIRECT LIMITED UpheldBanking and creditMr A and Miss B complain that Debt Help Direct Limited (“DHD”) failed to ensure payments they made under their debt management plan were distributed to their creditors on time or at all, which has left them in a worse position financially.backgroundMr A and Miss B took out a debt man... (3 pages)View decision -
Decision Reference DRN-2529589
12 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2529589 The complaint Mr B complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) treated him badly when he was in financial difficulty. What happened Mr B had a Barclaycard since 2002. By 2016, his finances were stretched. In October 2016, the direct debit to Barclay... (3 pages)View decision -
Decision Reference DRN6484793
8 Nov 2019 Lowell Financial Ltd UpheldBanking and creditMr S complains Lowell Financial Ltd chased him for a debt that isn’t his.backgroundLowell wrote to Mr S about money owing on a catalogue account. But Mr S said the debt wasn’t his. Following his complaint, Lowell cleared the account balance and said there wouldn’t be any record of the debt... (2 pages)View decision -
Decision Reference DRN4023177
6 Feb 2014 HSBC Bank plc Not upheldBanking and creditMs E complains that HSBC Bank Plc failed to communicate with her for long periods about repayment of a debt she had guaranteed and then imposed an unrealistic deadline for her to sell her home. She wanted the bank to allow a realistic time frame to sell her home, to accept liability... (2 pages)View decision -
Decision Reference DRN1773386
2 Jun 2017 National Westminster Bank Plc Not upheldBanking and creditMr J has complained that he wasn’t kept up to date by National Westminster Bank Plc (“NatWest”) about a debt he had with them.backgroundMr J took out a credit card with NatWest in 2006. Unfortunately he fell into financial difficulty in 2012 and wasn’t able to keep u... (2 pages)View decision