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 77095 results
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Decision Reference DRN3501554
7 Dec 2018 Capital One (Europe) plc Not upheldBanking and creditMs C complains that Capital One (Europe) plc didn’t make her aware that a debt on her credit card account hadn’t been written off when the account was settled in 2003. backgroundMs C said the debt is over 20 years old and she is unhappy Capital One has brought thi... (2 pages)View decision -
Decision Reference DRN-1741496
7 Aug 2020 Bank of Scotland Plc Not upheldConsumer CreditDRN-1741496The complaintMr G is unhappy with the way Bank of Scotland plc (trading as Halifax) has handled his loan account. What happenedMr G’s complaint is that:1. Halifax haven’t provided him with statements for his personal loan account2. Halifax charged him more than they should have ... (3 pages)View decision -
Decision Reference DRN8792621
15 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditBarclays Bank UK PLC won’t write off the amount Mr M owes on a credit card.backgroundMr M asked Barclays to write the amount off because his financial circumstances were such that he didn’t feel he could ever repay it. Barclays looked at Mr M’s income and expense... (3 pages)View decision -
Decision Reference DRN8822758
6 Nov 2014 Cheltenham & Gloucester plc Not upheldBanking and creditComplaintMr and Mrs L complain that Cheltenham & Gloucester Plc mis-sold a mortgage to them. They ask to be put in the position they would have been in had they not taken out the mortgage. Mr and Mrs L are represented by Z.backgroundMr and Mrs L took out a mortgage with C&G in... (2 pages)View decision -
Decision Reference DRN-4546945
21 Mar 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4546945 The complaint Mr E complains American Express Services Europe Limited (AmEx): Allowed a significant amount of gambling transactions on his Platinum card and won’t write the remaining debt off Won’t write off the debt on what I’ll refer to as his Other card in recognition of t... (4 pages)View decision -
Decision Reference DRN8664640
6 Apr 2017 Arrow Global Limited Not upheldBanking and creditMr B complains about various errors that Arrow Global Limited, (“AGL”), made when it bought his debt.backgroundMr B had a credit card account with a card provider (“P”). P sold the account to a debt purchaser (“D”) in January 2012, and D sold the account to AGL in Nov... (3 pages)View decision -
Decision Reference DRN-5004295
16 Oct 2024 RESOLVECALL LIMITED Not upheldConsumer CreditDRN-5004295 The complaint Mr B has complained about RESOLVECALL LIMITED’s contact regarding a debt. What happened This complaint surrounds a mail order account. The debt owner asked Resolvecall to collect the debt on their behalf. Resolvecall are a regulated debt collection agency. Reso... (3 pages)View decision -
Decision Reference DRN-2695463
20 Mar 2021 Barclays Bank Plc Not upheldBanking and PaymentsDRN-2695463 The complaint Mr A complains that Barclays Bank PLC (Barclays) chased him for the repayment of his debt despite a court order being in place preventing this. What happened Mr A held a business account with Barclays and in September 2018 they withdrew his overdraft facility and ... (3 pages)View decision -
Decision Reference DRN4385297
22 Jan 2019 Bank of Scotland Plc Not upheldBanking and creditMrs W complained that Bank of Scotland plc, trading as Halifax, didn’t give her the right mortgage advice. As a result, she’s having to pay significantly more.backgroundMrs W was an existing Halifax mortgage customer. In summer 2017, she moved home. She had a very go... (5 pages)View decision -
Decision Reference DRN4999207
10 Mar 2016 Advanced Payment Solutions Limited UpheldBanking and creditMr A complains that Advanced Payment Solutions Limited (trading as Cashplus) recorded defaults on his credit file without telling him, and later told him it would remove the default records if he paid the debts, but did not do so.background Mr A owed money on an overdr... (2 pages)View decision