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 DRN4462192
15 Nov 2013 Barclays Bank Plc Not upheldBanking and creditMr W complains that Barclays Bank Plc (trading as “Barclaycard”) has said he owes money on two credit cards. These debts have been sold to a third party debt collection agency, who is contacting Mr W for repayment. Mr W accepts that he does hold two credit card accounts with Barclayc... (2 pages)View decision -
Decision Reference DRN-2040838
22 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2040838 The complaint Mrs M is unhappy with how NewDay Ltd (trading as Aqua) handled her credit card account when it went into arrears. What happened Mrs M fell into arrears with her Aqua credit card in May 2019. She contacted NewDay at the beginning of May 2019 to explain she’d lost h... (2 pages)View decision -
Decision Reference DRN9892382
16 Mar 2016 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr and Mrs M are unhappy with the way The Royal Bank of Scotland Plc (“RBS”) has used the compensation it agreed to pay them after they complained they’d been mis-sold payment protection insurance (“PPI”).backgroundI issued my provisional decision on this complaint in Fe... (4 pages)View decision -
Decision Reference DRN9363089
30 Jan 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr J’s complaint is about how The Royal Bank of Scotland Plc (RBS) used the compensation it offered to settle his complaint about a payment protection insurance (PPI) policy taken out with a credit card. Mr J wants RBS to pay all the compensation directly to him.backgroundMr J complaine... (4 pages)View decision -
Decision Reference DRN1715071
3 Feb 2020 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)ComplaintMr T is complaining that National Westminster Bank Plc (“NatWest”) has used the compensation it offered for the mis-selling of a payment protection insurance (“PPI”) policy attached to his credit card, to reduce his outstanding debt.BackgroundIn 2018, Mr T complained to NatWest ab... (3 pages)View decision -
Decision Reference DRN-5178491
12 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5178491 The complaint Miss S complains Santander UK Plc (“Santander”) closed her account after 30 days’ notice in December 2023 because of a fraud marker which had incorrectly been registered against her by another bank in 2021. Miss S is also unhappy Santander demanded full payment... (6 pages)View decision -
Decision Reference DRN7325410
7 Jan 2016 Legal & General Partnership Services Limited Not upheldBanking and creditMr H and Miss P complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (L&G).backgroundMr H and Miss P took advice from L&G about their mortgage. Following that advice they re-mortgaged, ta... (2 pages)View decision -
Decision Reference DRN-3673985
23 Sep 2022 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-3673985 The complaint Miss B complains about Cabot Credit Management Group Limited’s actions when trying to collect a statue barred debt. What happened Cabot acquired a mail order debt in Miss B’s name in 2012. Cabot says its agents were instructed to collect the debt on its behalf and... (2 pages)View decision -
Decision Reference DRN1600770
10 Oct 2017 Santander UK Plc UpheldBanking and creditMr A complains that Santander UK Plc didn’t actively pursue him for a debt for three years. He says this meant he didn’t have an opportunity to repay it under his debt management plan (DMP).backgroundMr A took out a loan in 2009 for £8,000 with Santander. The account fel... (2 pages)View decision -
Decision Reference DRN5646941
25 Mar 2020 PayPal Europe Sarl & Cie, SCA UpheldBanking and creditComplaintMrs D is unhappy that PayPal Europe Sarl & Cie, SCA held her responsible for a debt shesays she didn’t apply for or benefit from.BackgroundMrs D says she received a letter from a third party company on behalf of PayPal. The lettersaid she’d missed a payment on a debt held with... (2 pages)View decision
