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 DRN9099229
29 Aug 2014 R. Raphael & Sons Plc Not upheldBanking and creditMr F complains R. Raphael & Sons Plc (trading as Monument) paid a refund of charges to his account instead of to him directly .backgroundMr F had a credit card account with Monument. He paid for a payment break plan (PBP) which he later complained to Monument was mis-sold. Monum... (1 page)View decision -
Decision Reference DRN5620563
16 Jun 2020 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Ms I is unhappy with how Capital One (Europe) Plc (Capital One) has used the compensation it offered to settle her complaint about a mis-sold payment protection insurance (PPI) policy related to a credit card.backgroundMs I took out a credit card with Capital One in 2005 and also took out ... (4 pages)View decision -
Decision Reference DRN-4440454
7 Nov 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4440454 The complaint Miss B complains that TSB Bank plc shouldn’t have defaulted her current account as she had maintained regular repayment plans through a debt management plan. What happened In late August 2018, Miss B entered into a repayment plan with TSB to clear the outstanding ... (3 pages)View decision -
Decision Reference DRN5020870
16 Dec 2015 Lowell Portfolio I Ltd UpheldBanking and creditMr S has complained Lowell Portfolio I Ltd won’t update his credit record even though they’ve agreed to write off his debt.backgroundMr S had two credit card debts which Lowell took over. Lowell decided not to pursue Mr S for the money outstanding but defaults ... (1 page)View decision -
Decision Reference DRN-4207331
12 Jul 2023 Wescot Credit Services Limited UpheldConsumer CreditDRN-4207331 The complaint Mr B has complained that Wescot Credit Services Limited sent him the wrong settlement figures. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Wescot were acting as debt collectors for two debts that Mr B owed. Mr B off... (2 pages)View decision -
Decision Reference DRN1243706
17 Mar 2016 Santander UK Plc Not upheldBanking and creditMrs L complains that Santander UK Plc didn’t contact her about a debt for several years. She asks that Santander apologises and writes off the debt.backgroundMrs L took out a loan with Santander in 2000. She had financial difficulties and made payments through a d... (2 pages)View decision -
Decision Reference DRN5967546
24 Sep 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs H complain about a lack of support and understanding from Lloyds Bank PLC when they told it about a drop in their household income, caused by Mrs H becoming very seriously ill and unable to work during her treatment.background Mrs H was unfortunately diagnosed with cancer, in De... (5 pages)View decision -
Decision Reference DRN9672838
10 Jul 2013 MBNA Limited UpheldBanking and creditMrs N complains that MBNA Europe Bank Limited is chasing her for a debt that she says is not hers.background In 2011 Mrs N found that she had been paying a regular monthly direct debit to MBNA. She cancelled the direct debit and told her bank that she did not know what the payments wer... (2 pages)View decision -
Decision Reference DRN-4362925
5 Oct 2023 Credit Resource Solutions Ltd UpheldConsumer CreditDRN-4362925 The complaint Mr B complains that Credit Resource Solutions Ltd trading as CRS has chased him for debts that were formed part of his bankruptcy order. What happened Mr B has explained that he was made bankrupt in 2021 and discharged in 2022. In September 2022 CRS says it was in... (2 pages)View decision -
Decision Reference DRN-4311092
23 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4311092 The complaint Mr C complains about the handling of debt recovery by National Westminster Bank Plc (NatWest) in relation to an amount owed under a personal guarantee. What happened The following is intended only as a brief summary of events. Mr C was director of a limited compan... (2 pages)View decision
