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 72056 results
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Decision Reference DRN-3205925
9 Dec 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3205925 The complaint Mr and Mrs A have complained that changes National Westminster Bank Plc (NatWest) made to its charging structure for overdrafts were unfair. They also feel that NatWest didn’t help them with their financial difficulties and that the continued application of charge... (4 pages)View decision -
Decision Reference DRN3322643
30 Oct 2019 Hoist Finance UK Limited Not upheldBanking and creditMr P says he no longer owes a credit card debt which originated with Santander and which Hoist Finance UK Limited says is now owed to Hoist. backgroundHoist’s representative Robinson Way Limited has written to Mr P pursuing the debt. Mr P says he’s already repaid the debt via a debt manage... (2 pages)View decision -
Decision Reference DRN0814524
7 Nov 2014 Motormile Finance UK Limited Not upheldBanking and creditMr D complains about a default registered on his credit file for a loan to be repaid to Motormile Finance UK Limited, trading as MMF. He states that he never received the original default notice. backgroundMr D took out at least two payday loans with a lender in 2010. These were not re... (3 pages)View decision -
Decision Reference DRN-3480781
26 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3480781 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) affected his credit rating. What happened Mr S had three credit cards from Barclaycard. The key facts are shown below: Card A Date Limit April 2020 £12,000 September 2020 £10,700 June 20... (5 pages)View decision -
Decision Reference DRN-2762589
6 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2762589 The complaint Miss S is complaining about NewDay Ltd trading as Aqua. She says they lent to her irresponsibly when they gave her a credit card in August 2016, and again when they increased her credit limit in April 2017. What happened Miss S applied for an Aqua credit card in A... (3 pages)View decision -
Decision Reference DRN5124779
31 Mar 2014 Career Finance 4 Trade Skills Limited UpheldBanking and creditMrs O complains about a loan she took out with Career Finance 4 Trade Skills Limited (‘CF4TS’). She says the loan was unaffordable and that she was put under considerable pressure from a debt collection agent to make payments. backgroundMrs O took out the loan in September 2011 to pay f... (4 pages)View decision -
Decision Reference DRN-2138000
24 Sep 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2138000The complaintMr S complains that Santander UK plc didn’t remove him from a joint account he held with his ex-partner and he is now being chased for an outstanding debt on that account. What happenedIn May 2015, Mr S says he attended a branch of Santander with his ex-partner and ... (3 pages)View decision -
Decision Reference DRN5922955
21 Dec 2018 Lowell Financial Ltd Not upheldBanking and creditMr B complains that Lowell Financial Ltd is pursuing him for a debt he doesn’t owe.backgroundLowell acquired a debt amounting to £767.20 from a mobile phone company in February 2016. It sent a letter of assignment to Mr B in March 2016. Shortly before this Mr B ha... (2 pages)View decision -
Decision Reference DRN9417976
14 Jan 2020 PRA Group (UK) Limited Not upheldBanking and creditMr P complains that PRA Group (UK) Limited are now pursuing him for a debt that he thought had been settled. backgroundMr P took out a fixed-sum loan agreement in September 2009 with a third-party creditor to help fund the purchase of a car. He eventually returned the vehicle to the main f... (2 pages)View decision -
Decision Reference DRN-3845555
6 Feb 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3845555 The complaint Mr W is unhappy with how Lloyds Bank PLC (Lloyds) handled his fraud claim and the closure of his account. What happened In December 2020, Mr W fell victim to a scam. He made two payments to the scammer, the first being £1,100 and the second being £399.43. Mr W rea... (8 pages)View decision
