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 74365 results
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Decision Reference DRN2301101
29 Mar 2019 Lowell Financial Ltd Not upheldBanking and creditMr A complains about a debt Lowell Financial Ltd is asking him to repay.backgroundMr A had an overdrawn account with a bank I’ll call B. In 2013, Lowell bought this debt from B and wrote to Mr A to explain that this is what had happened and asking him to pay the ... (2 pages)View decision -
Decision Reference DRN8905720
14 Sep 2015 Baines & Ernst Limited Not upheldBanking and creditMr and Mrs B complain Baines & Ernst Limited didn’t discuss all of the debt management options that were available to them as Scottish residents.backgroundIn 2009 Mr and Mrs B asked Baines &Ernst for advice about debt management. They subsequently entered i... (1 page)View decision -
Decision Reference DRN-3238596
11 May 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3238596 The complaint Mr W complains that The Royal Bank of Scotland Plc (RBS) continued to report a debt on his credit file despite it being included within an Individual Voluntary Arrangement (IVA) that was settled in July 2020. What happened Mr W entered into an IVA in 2018. This wa... (3 pages)View decision -
Decision Reference DRN-4205932
29 Jun 2023 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4205932 The complaint Ms D complains that Barclays Bank UK PLC was irresponsible in its lending to her. What happened Ms D was provided with a loan for £17,200 in April 2017 on which she was required to make 60 monthly repayments of around £447. Ms D says she was in financial difficult... (3 pages)View decision -
Decision Reference DRN-3090325
6 Oct 2021 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3090325 The complaint Mr L is unhappy that American Express Service Europe Limited (AESEL) (“Amex”) suspended his credit card account. What happened Mr L received a letter from Amex in June 2020 which advised that his account was considered as being in a state of persistent debt and th... (4 pages)View decision -
Decision Reference DRN-3141065
4 Nov 2021 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3141065 The complaint Ms S is unhappy that American Express Services Europe Limited (AESEL) (“Amex”) suspended his credit card account on the basis of persistent debt. What happened In September 2020, Amex wrote to Mr S and explained that because his credit card account had been identi... (4 pages)View decision -
Decision Reference DRN-4543092
28 Feb 2024 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4543092 The complaint Mr E complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) lent to him irresponsibly. What happened Mr E applied for a credit card from Tesco and in July 2022, it was agreed. Mr E then asked for an increase in the limit in January 2023, and that... (4 pages)View decision -
Decision Reference DRN9484399
14 Nov 2016 MKDP LLP UpheldBanking and creditMr B complains that MKDP LLP, (“MKDP”), is pursuing him for two statute barred debts, it didn’t respond to his complaint letter, and it has recorded the wrong amount for one of his debts.backgroundMr B had two accounts with a lender (“L”) which were sold to MKDP in J... (3 pages)View decision -
Decision Reference DRN7291073
2 Nov 2016 GE Money Home Lending Limited Not upheldBanking and creditMs G complains in her capacity as administrator of the estate of her late mother (who I will call Miss G, for the sake of clarity). Ms G is also the sole beneficiary of the estate. She is assisted in bringing the complaint by solicitors.Ms G’s complaint is abou... (3 pages)View decision -
Decision Reference DRN-2411556
18 Jan 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2411556 The complaint Mr S is unhappy that Vanquis Bank Limited (Vanquis) didn’t tell him about a remaining debt on his credit card account which it reported to credit reference agencies. What happened Several years ago, Mr S entered into a debt management plan through an external orga... (2 pages)View decision
