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 DRN9580687
2 Sep 2014 National Westminster Bank Plc Not upheldBanking and creditMr Y complains about the way he has been treated by National Westminster Bank Plc, in connection with both his personal accounts and a guarantee he gave for the debt of a company of which he was a director.backgroundpersonal accountsMr Y had a personal loan account and a mortgage with... (4 pages)View decision -
Decision Reference DRN6137794
9 Jan 2019 National Westminster Bank Plc Not upheldBanking and creditMr B is unhappy with National Westminster Bank Plc’s decision to close his account. He’s also unhappy they transferred his debt to a debt collection agency on the closure of the account. And Mr B feels Nat West discriminated against him due to his race.backgroundMr B... (2 pages)View decision -
Decision Reference DRN1356458
19 Dec 2019 PRA Group (UK) Limited UpheldBanking and creditMr C complains that PRA Group (UK) Limited (trading as PRA Group) are pursuing him for a debt that is unenforceable. background PRA Group purchased a debt that was owed by Mr C from the original creditor in October 2016. At the time the debt was purchased, he was making payments of £152.20... (3 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 DRN4536503
19 Jul 2019 Telefonica UK Limited UpheldBanking and creditMr M complains that Telefonica UK Limited, trading as O2, shouldn’t have lent him money because he couldn’t afford to repay it. His accounts went into arrears, he was disconnected and charged fees. He wants the outstanding balance written off and all negative markers removed from his credi... (4 pages)View decision -
Decision Reference DRN1635775
18 Feb 2015 Santander UK Plc Not upheldPayment protection insurance (PPI)Mr and Mrs J’s complaint is about the compensation Santander UK Plc (Santander) offered to settle their complaint about a payment protection insurance (PPI) policy taken out with a loan. backgroundMr and Mrs J complained in 2011 to Santander about the sale of a PPI policy associated ... (4 pages)View decision -
Decision Reference DRN-2985467
21 Oct 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2985467 The complaint Mrs R complains that Barclays Bank UK PLC trading as Barclaycard were not clear with her regarding what would happen with her outstanding balance when her account defaulted and poor customer service. Mrs R is represented by her husband in bringing this complaint. ... (3 pages)View decision -
Decision Reference DRN-2481581
6 Jan 2021 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-2481581 The complaint Mr T says Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”), offered to clear his debt with them but are now pursuing him for that debt. He’d like them to write it off because he says his health has deteriorated and he has no way o... (3 pages)View decision -
Decision Reference DRN6378535
10 Jan 2017 House & Home Care Limited Not upheldBanking and creditMr and Mrs A complain that House & Home Care Limited, trading as Immediate Financial, (“IF”), overcharged them in terms of their fees and hadn’t assisted them in paying their debtsbackgroundMr and Mrs A initially entered into a debt management plan (“DMP”) with... (2 pages)View decision -
Decision Reference DRN4822689
2 May 2018 Home Retail Group Card Services Limited Not upheldBanking and creditMr W complains that Home Retail Group Card Services Limited offset a refund of fees due to him against an outstanding balance he believed had been settled by an earlier full and final settlement agreement.backgroundMr W held a store card issued by Home Retail Group. He fe... (2 pages)View decision