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 74386 results
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Decision Reference DRN0613876
16 Mar 2015 Capital One (Europe) plc Not upheldBanking and creditMs M complains about a default that has been registered against her by Capital One (Europe) plc and about the lack of communication with her about the credit card debt she owes. backgroundMs M is unhappy that Capital One did not make arrangements with her to put in pla... (2 pages)View decision -
Decision Reference DRN4177737
16 Oct 2014 Arrow Global Limited UpheldBanking and creditMr A complains that Arrow Global Limited has pursued him for the outstanding balance on an account which was opened fraudulently in his name. backgroundWhen Mr A began receiving payment demands from two separate credit card providers for debts he did not recognise, he wrote to both provi... (2 pages)View decision -
Decision Reference DRN-5070669
16 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5070669 The complaint Mr R complains that Vanquis Bank Limited irresponsibly agreed credit for him. What happened Vanquis opened a credit card account for Mr R in February 2019 with a £1,000 credit limit. Mr R didn’t meet his repayments and the account was passed to a third party d... (5 pages)View decision -
Decision Reference DRN4475118
22 Nov 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditComplaintMs W complains that The Royal Bank of Scotland Plc (RBS) sold her debt to a third party without telling her. BackgroundMs W has told us she took out a £30,000 loan with RBS but after maintaining the payments she experienced some financial difficulties. RBS defaulted the account in... (2 pages)View decision -
Decision Reference DRN5678253
30 Dec 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr F complains The Royal Bank of Scotland Plc should write off a debt as it is now unenforceable because it is statute barred.backgroundMr F took out a loan in 2003 with a business for which RBS is responsible. He says he was then involved in an accident as a result of which he was no l... (1 page)View decision -
Decision Reference DRN1562997
15 Mar 2016 Independent Debt Management (IDM) Limited Not upheldBanking and creditMr and Mrs N are unhappy that their debt management plan ("DMP") with Independent Debt Management (IDM) Limited has not paid off their debts as promised. Mr and Mrs N have since separated, but they have agreed to bring this complaint together.background Mr... (3 pages)View decision -
Decision Reference DRN2255466
25 Aug 2015 Haydon Associates Debt Management Consultants Ltd Not upheldBanking and creditMs W has complained that she was badly advised about her debt reduction plan by Haydon Associates Debt Management Consultants Ltd, and she is now in a worse position than before she entered into it.background Ms W entered into a debt reduction plan with Haydon. She fee... (1 page)View decision -
Decision Reference DRN2216159
7 Nov 2014 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mr A’s complaint is about the compensation from a mis-sold payment protection insurance (PPI) policy. National Westminster Bank Plc (NatWest) wants to use the compensation to offset against arrears. Mr A wants NatWest to pay the compensation directly to him.backgroundAn adjudicator from t... (2 pages)View decision -
Decision Reference DRN2394877
11 Jul 2016 National Westminster Bank Plc UpheldBanking and creditMr and Mrs T complain about the way National Westminster Bank Plc (“NatWest”) has dealt with them in connection with debt arising from an unpaid current account overdraft and a defaulted loan account. background This matter goes back a number of years and NatWest has... (3 pages)View decision -
Decision Reference DRN-3501507
21 Jul 2022 Totemic Limited Not upheldConsumer CreditDRN-3501507 The complaint Mr and Mrs N complain about the advice given to them by Totemic Limited, trading as PayPlan during their debt management plan (“DMP”). What happened Mr and Mrs N entered a DMP with PayPlan in 2005 and 2006 respectively. Between 2005 and 2020, Mr and Mrs N were mak... (2 pages)View decision
