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 74313 results
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Decision Reference DRN3036835
22 Mar 2019 HSBC UK Bank Plc Not upheldBanking and creditMs B complains that HSBC UK Bank Plc has passed her debt to a business to collect.backgroundMs B says her debt has been passed to a company whom I will call “W”. She complains about the way in which W has treated her and says it’s been aggressive in its dealing... (2 pages)View decision -
Decision Reference DRN3760201
21 Jan 2015 Barclays Bank Plc Not upheldBanking and creditMr D complains that Barclays Bank Plc placed ‘arrangement to pay’ markers on his credit reference file rather than a default marker.backgroundIn 2008 Mr D encountered financial difficulties and took advice from a debt management organisation. He entered into arrangements to pay with a ... (2 pages)View decision -
Decision Reference DRN8860660
3 Feb 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditThis complaint is about some debts Mr and Mrs F used to have with The Royal Bank of Scotland Plc (“RBS”). Mr and Mrs F are unhappy that RBS won’t refund to them directly the sum due under a remediation exercise. Instead, it has set off that amount against the shortfall that arose when Mr a... (3 pages)View decision -
Decision Reference DRN-4434996
16 Feb 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4434996 The complaint Mr W complains Vanquis Bank Limited sold his credit card account to a debt purchaser despite having a payment arrangement in place. What happened Mr W has said he opened the account in 2017 and after getting into difficulties set up a payment plan which had repaid... (2 pages)View decision -
Decision Reference DRN4230110
11 Feb 2020 Lloyds Bank PLC Not upheldBanking and creditMrs K complains that Lloyds Bank PLC paid debt collectors, rather than her, a refund of charges on her account. She thought that she had cleared the balance with the debt collectors so the charges should’ve been refunded to her. backgroundMrs K held an account with Lloyds. There was an ove... (2 pages)View decision -
Decision Reference DRN7783859
16 Oct 2017 Telefonica UK Limited Not upheldBanking and creditIn summary, Mr R has complained about how Telefonica UK Limited has dealt with a dispute he’s had with it. In particular he’s unhappy that it referred a debt in relation to one of his accounts to a debt collection agency.backgroundMr R had 2 accounts with Telefonica. ... (2 pages)View decision -
Decision Reference DRN0928704
29 Aug 2018 Santander UK Plc Not upheldBanking and creditMr R and Miss R complain that at a late stage in their house sale and purchase, Santander UK Plc required without warning that they use for debt reduction most of the money it had agreed to lend them towards the purchase, and reneged on a promise to reduce an ear... (4 pages)View decision -
Decision Reference DRN0364219
27 Feb 2014 Vanquis Bank Limited UpheldBanking and creditMr K complains that Vanquis Bank Limited did not freeze the interest and charges on his credit card account for several months after he told it that he was in financial difficulty and that a debt management company was taking over payments. backgroundMr K told Vanquis that he was in fi... (2 pages)View decision -
Decision Reference DRN1342950
4 Jun 2015 Specialist Mortgage Services Limited Not upheldBanking and creditMr L complains about the way in which Specialist Mortgage Services Limited has dealt with the recovery of an outstanding debt. backgroundMr L sold his property, mortgaged to ‘lender 1’, in 2009 for less than the mortgage balance. He thought that lender 1 had written o... (1 page)View decision -
Decision Reference DRN-2136944
1 Feb 2021 Quilter Mortgage Planning Limited Not upheldMortgagesDRN-2136944 The complaint Mr and Mrs G complain that an appointed representative of Quilter Mortgage Planning Limited mis-sold their mortgage. The complaint has been brought by a claims management company on Mr and Mrs G’s behalf, and they’ve said Quilter didn’t adequately assess the suita... (3 pages)View decision
