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 69943 results
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Decision Reference DRN-5134439
20 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5134439 The complaint Mrs S complains that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) suspended her credit card despite her making payments. She also complains that Barclaycard failed to treat her appropriately as a vulnerable customer. What happened Mrs S has a cre... (3 pages)View decision -
Decision Reference DRN0521072
9 Dec 2016 Moorgate Loan Servicing Limited UpheldBanking and creditMr M complains that Moorgate Loan Servicing Limited (“Moorgate”) has wrongly recorded payments which he made on time under a debt management programme as “late payments” on his credit file.backgroundMr M was made redundant and built up a large amount of debt. In 2010 ... (2 pages)View decision -
Decision Reference DRN-3638015
20 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3638015 The complaint Mrs S complains that she is being chased by a third-party debt collector for an outstanding debt Bank of Scotland plc trading as Halifax wrongly sold to it. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision -
Decision Reference DRN9216128
22 May 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs Q complain that Legal & General Partnership Services Limited mis-sold them a mortgage. The complaint is brought on their behalf by a claims management company.backgroundWhen Mr and Mrs Q sought advice from Legal & General, it recommended they borrowe... (3 pages)View decision -
Decision Reference DRN3402373
26 Mar 2015 WorldPay (UK) Limited Not upheldBanking and creditMiss Q complains that WorldPay (UK) Limited has unfairly asked her to pay arrears that she had not realised had accrued. background Miss Q had a merchant facility with WorldPay for her business. WorldPay says that, after initially collecting the monthly charges under a ... (2 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 DRN-1819545
13 Jul 2020 Cabot Credit Management Group Limited Not upheldBanking and PaymentsDRN-1819545 The complaintMr S is unhappy about Cabot Credit Management Group Ltd (Cabot) pursuing him for a debt previously held with a bank, that he disputes is his. He is also unhappy about the delay Cabot took in responding to his request under the Consumer Credit Act. What happenedIn ... (3 pages)View decision -
Decision Reference DRN7734708
31 Mar 2016 Black Horse Limited Not upheldBanking and creditMs J complains that Black Horse Limited, (“BHL”), had provided her debt management company with incorrect information which ultimately resulted in a default being incorrectly applied to her credit file. backgroundMs J had taken a fixed sum loan with BHL in December ... (3 pages)View decision -
Decision Reference DRN-4039127
21 Jun 2023 Fluent Money Limited Not upheldMortgagesDRN-4039127 The complaint Miss P’s complaint is about a second charge mortgage she arranged through Fluent Money Limited in 2018. She has said Fluent didn’t properly establish, and then assess, her needs and circumstances, and so the loan was not suitable for her and was mis-sold. She has ... (5 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
