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 69825 results
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Decision Reference DRN-4619746
26 Nov 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4619746 The complaint Mr M is unhappy with Bank of Scotland plc, trading as Halifax’s (Halifax) handling of his overdraft debt. Mr M says Halifax used the wrong date for reporting the default to the Credit Reference Agencies (CRAs) and has expressed concerns about the sale of the de... (4 pages)View decision -
Decision Reference DRN-3214100
15 Dec 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3214100 The complaint Mr B complained about Barclays Bank UK PLC. He’d been a victim of identity theft, with a fraudulent Barclays account set up in his name, and a debt incurred on it. Barclays said it had closed the fraudulent account, but around 18 months later, Mr B was contacted a... (4 pages)View decision -
Decision Reference DRN4473491
26 Aug 2016 HSBC Bank plc Not upheldBanking and creditMr B complained that HSBC Bank Plc gave him poor service on his student account, which it closed and sent to debt collectors.backgroundMr B opened a student account in October 2011. He already had a current account with HSBC, which he kept. He had an overdraft lim... (3 pages)View decision -
Decision Reference DRN3389669
17 Dec 2013 Lloyds Bank PLC Not upheldBanking and creditMr J complains about the way that Lloyds Bank plc (previously Lloyds TSB Bank plc) has dealt with him in connection with the enforcement of a personal guarantee. backgroundMr J, jointly with another director, gave a director’s personal guarantee to Lloyds in support of the bank’s lend... (2 pages)View decision -
Decision Reference DRN-2850433
22 Jun 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2850433 The complaint Mr B complains that Sainsbury's Bank Plc has refused to write off his debt and has refused to provide reasons for the decision. What happened Mr B says he is unable to pay his debts following health problems. He says he asked Sainsbury’s to write off his debt... (2 pages)View decision -
Decision Reference DRN-2194412
12 Oct 2020 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-2194412 The complaint Ms B complains about the way in which Capquest Debt Recovery Limited (which I’ll call CDR) has chased her for payment of a debt bought from Halifax. What happened In or about June 2013 Halifax, part of Lloyds Banking Group, sold to Capquest Investments Limited (CI... (2 pages)View decision -
Decision Reference DRN-4422912
15 Nov 2023 Equifax Limited Not upheldConsumer CreditDRN-4422912 The complaint Mr E complains about an entry on his Equifax Limited credit file. What happened Earlier this year, Mr E contacted Equifax and raised concerns about an entry on his credit file. Mr E explained a defaulted credit card debt reported by a business I’ll refer to as C w... (2 pages)View decision -
Decision Reference DRN-5398693
20 Mar 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5398693 The complaint Mr D complains that Metro Bank PLC trading as RateSetter was irresponsible when it offered him a loan. What happened RateSetter agreed a loan of £5,000 for Mr D in January 2023. The total amount owed was £5,883.12 to be repaid at £163.42 a month over 36 months... (5 pages)View decision -
Decision Reference DRN1202759
5 Sep 2013 MBNA Limited Not upheldBanking and creditMr D complains that MBNA Limited did not honour the terms of a repayment arrangement that he had agreed with it. He said the bank instead wrongly sold his debt to a collections agency which then contacted him from overseas to chase payment, but would not confirm a verbal settlement ag... (2 pages)View decision -
Decision Reference DRN8067261
13 Dec 2019 Clydesdale Bank Plc UpheldBanking and creditThis complaint is about a Yorkshire Bank-branded mortgage and secured loan Mr and Mrs M hold with Clydesdale Bank PLC. Mr and Mrs M are unhappy that the mortgage was switched to interest-only in 2009. There are two issues with the secured loan, which are, in summary: it consolidated about... (3 pages)View decision
