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 DRN9792572
1 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMiss A complains Bank of Scotland plc trading as Halifax (Halifax) won’t let her pay money into a closed account with an outstanding overdraft. She’s unhappy her payments were either put into a new account or lost. She’s also tried to change her name from Mrs B to M... (3 pages)View decision -
Decision Reference DRN3099438
13 Feb 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs T complain that they were mis-sold a mortgage by Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs T had a mortgage when they took advice from L&G. They also had credit cards, an unsecured loan and a substantial overdraft. Acting on advic... (2 pages)View decision -
Decision Reference DRN-4685619
18 Mar 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4685619 The complaint Miss S has complained that RCI Financial Services Limited (“RCI”) wants to repossess the car that she acquired in December 2020 using a hire purchase agreement, even though she says there is an arrangement in place to repay arrears on the agreement. What happened ... (7 pages)View decision -
Decision Reference DRN3215826
17 Jul 2017 Express Gifts Ltd UpheldBanking and creditMs H complains about how Express Gifts Ltd has responded to her efforts to manage her debt to it.backgroundWhen Ms H’s circumstances changed in 2009 she realised that she wouldn’t be able to pay off a debt to Express. So she entered into a debt management plan. Altho... (2 pages)View decision -
Decision Reference DRN1943775
8 Oct 2015 Barclays Bank Plc Not upheldPayment protection insurance (PPI)Mr M is unhappy with the compensation Barclays Bank Plc (Barclays) offered to settle his complaint about the mis-sale of a payment protection insurance (PPI) policy.backgroundMr M complained to Barclays about the PPI linked to his credit card. After he had brought it to... (2 pages)View decision -
Decision Reference DRN4817153
29 Sep 2017 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMrs K complains that Harrington Brooks (Accountants) Limited (HB) provided poor service when she took out a debt management plan. background Mrs K took out the debt management plan (DMP) in 2014. In June 2016 HB told her one of her debts was paid off. It stopped making... (2 pages)View decision -
Decision Reference DRN-4139257
10 Oct 2023 HSBC UK Bank Plc Not upheldMortgagesDRN-4139257 The complaint Mr G’s complaint about HSBC UK Bank Plc (HSBC) relates to its attempts to recover a shortfall balance on his mortgage account following the sale of his property in March 2013. What happened Mr G had a mortgage secured on a property I shall call M Rd. This property... (3 pages)View decision -
Decision Reference DRN3084114
28 May 2020 NewDay Ltd Not upheldBanking and creditMrs B complains that her account was defaulted, closed and passed on to debt collectors incorrectly by NewDay Ltd trading as Marbles after she got into arrears. backgroundMrs B got into arrears on her account and she agreed a no fee arrangement to pay back the arrears in May 2018. She was ... (3 pages)View decision -
Decision Reference DRN2903027
20 Jan 2015 Capquest Debt Recovery Limited Not upheldBanking and creditMr R complains about a debt that Capquest Debt Recovery Limited is seeking repayment of. He is unhappy the debt was passed to Capquest without his knowledge and he refuses to accept Capquest’s demands for payment as he is still paying the original creditor. background Capquest was ap... (2 pages)View decision -
Decision Reference DRN3518017
30 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditComplaintMrs S complains that Barclays Bank UK PLC (trading as Barclaycard) is unfairly pursuing her to repay a credit card debt. BackgroundMrs S had a credit card with Barclaycard and in 2013 experienced some financial difficulties. In December 2013 a debt advice service got in touch wit... (2 pages)View decision
