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 71923 results
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Decision Reference DRN5592917
17 Apr 2013 MBNA Limited UpheldBanking and creditMrs G complained about MBNA Limited (“MBNA”) not refunding a payment to her credit card account – which had been transferred to MBNA from another credit card provider - following a claim she made under section 75 of the Consumer Credit Act 1974 (“section 75”) for services she did not re... (2 pages)View decision -
Decision Reference DRN-3457165
24 Oct 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3457165 The complaint Ms B complains about the actions of National Westminster Bank Plc regarding the settlement of business debts and reviews of the bank’s lending. Ms B brings the complaint behalf of herself and the estate of her late partner, Mr A. What happened Ms B and Mr A were b... (3 pages)View decision -
Decision Reference DRN2099109
2 Jul 2015 Apex Credit Management Limited Not upheldBanking and creditMr S complains that Apex Credit Management Limited (“Apex”) did not carry out the due diligence it should have when it bought a credit card debt he owed to a card company (“Company C”). If it had, it would have found his debt was covered by a valid PPI policy he h... (2 pages)View decision -
Decision Reference DRN4316477
28 Jun 2013 Nationwide Building Society UpheldBanking and creditMr W complains that Nationwide Building Society is chasing him for a debt he paid in full years ago. our initial conclusionsThe adjudicator recommended that the complaint should be upheld, saying he was satisfied that the debt, which was the subject of County Court proceedings, was ... (2 pages)View decision -
Decision Reference DRN6590916
24 Apr 2013 Bank of Scotland Plc Not upheldBanking and creditMiss Y complains that Bank of Scotland will not deal with her directly to discuss a repayment plan on her loan. She is unhappy that her account is being handled by debt collection agents and believes that this breaches her data protection rights.backgroundA default notice was issued... (2 pages)View decision -
Decision Reference DRN4096411
22 Jul 2015 Barclays Bank Plc Not upheldBanking and creditMr E has complained that Barclays Bank Plc is charging interest on his Barclaycard balance, whilst Mr E is on a debt management plan due to financial difficulties.backgroundMr E entered a debt management plan (‘DMP’) in 2010. Due to this, Barclays accepted monthly payme... (2 pages)View decision -
Decision Reference DRN8185743
22 Jun 2017 Paragon Bank Plc Not upheldBanking and creditMrs F is complaining about the way Paragon Bank Plc trading as Moorgate Loan Servicing (Moorgate) recorded information on her credit file. backgroundIn 2012, Moorgate purchased Mrs F’s credit card account from another company. She’d previously agreed a debt management ... (2 pages)View decision -
Decision Reference DRN-1665414
26 Jun 2020 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-1665414 The complaintMr M is unhappy with the administration of his motor insurance policy by Somerset Bridge Insurance Services Limited. What happenedMr M had a motor insurance policy which was administered by Somerset Bridge Insurance Services Limited (SBIS). During the period coveri... (5 pages)View decision -
Decision Reference DRN0868139
29 Nov 2013 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr K complains that Swinton Group Limited continued to pursue him for an outstanding balance on his motor insurance policy, after it had said it would no longer expect its repayment.Mr K’s solicitor brings the complaint on his behalf.backgroundMr K contacted Swinton to say he had decided... (3 pages)View decision -
Decision Reference DRN4269729
30 Jan 2015 J D Williams & Company Limited Not upheldBanking and creditMr N complains J D Williams & Company Limited trading as Marisota instructed a third party debt collector to chase him for a debt that wasn’t his - and wrongly recorded adverse information with credit reference agencies. backgroundMr N lives abroad. In early December 2013 a family me... (2 pages)View decision
