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 77095 results
-
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-5388368
13 Mar 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5388368 The complaint Mr A complains that ACI-UK LIMITED (ACI) are chasing him for a debt they’ve been unable to evidence legal ownership of. He also complains that ACI registered a default on his credit file in 2022, for a debt that allegedly defaulted in 2018. What happened I issu... (5 pages)View decision -
Decision Reference DRN-5928024
26 Nov 2025 Bedworth, Rugby and Nuneaton Citizens Advice Bureau Not upheldConsumer CreditDRN-5928024 The complaint Mr S complains Bedworth, Rugby and Nuneaton Citizens Advice Bureau (I’ll refer to them as CAB for simplicity): • Ignored his request for help with multiple issues including discrimination, employment and health • Didn’t treat him well or explain things properly... (6 pages)View decision -
Decision Reference DRN5640495
19 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr J complains about the maladministration of an account he holds with National Westminster Bank Plc (“NatWest”). He says it didn’t respond to letters requesting information about the debt and therefore it is in breach of the tacit agreement that there is no debt.back... (2 pages)View decision -
Decision Reference DRN5721653
13 Aug 2014 National Westminster Bank Plc Not upheldBanking and creditMrs E complains that National Westminster Bank Plc (NatWest) has provided confusing and misleading information about a consolidation loan and it is not willing to help her now she is experiencing difficulties in repaying it.backgroundMrs E had a number of accounts in her personal nam... (3 pages)View decision -
Decision Reference DRN-5469658
10 Jul 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5469658 The complaint Mr O complains Link Financial Outsourcing Limited are contacting him regarding a debt when he doesn’t know who they are. What happened As I understand it, the debt relates to a loan taken out for £10,000 on 28 January 2018 with a company I’ll refer to as B. It ... (3 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 DRN5242118
19 Feb 2019 Lloyds Bank PLC Not upheldBanking and creditMr M brings this complaint as Administrator of the estate of his late wife, Mrs M, who died (without leaving a will) in 2007. I understand that Mr M is the sole beneficiary of the estate. At the time of her death Mrs M had a mortgage with Lloyds Bank PLC (trading... (2 pages)View decision -
Decision Reference DRN-2257174
22 Dec 2020 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2257174 The complaint Ms W complains that Vanquis Bank Limited was irresponsible when giving her a credit card and credit limit increase. She also complains about the way Vanquis treated her when it was chasing her for payments. What happened In October 2014 Ms W was successful in appl... (3 pages)View decision -
Decision Reference DRN4964548
6 Apr 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMs D and Mr P complain about the mortgage advice given to them by Legal & General Partnership Services Limited. Ms D and Mr P are represented by a solicitor. They ask for compensation.backgroundMs D and Mr P took out a mortgage in 2006 recommended by Legal & G... (2 pages)View decision