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
-
Decision Reference DRN-5658377
7 Aug 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5658377 The complaint Mr J complains ACI-UK Limited have refused to provide him with the Deed of Assignment (DOA) he says they’re required to about a debt they’re asking him to repay. And he says they’ve harassed him when contacting him. What happened As I understand it an account i... (3 pages)View decision -
Decision Reference DRN-3917336
27 Jan 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3917336 The complaint Mr N complains about an arrears notice sent by The Royal Bank of Scotland Plc (RBS). What happened A representative acting for Mr N requested copies of documents in relation his loan agreement with RBS. The business was able to provide various documents, including... (2 pages)View decision -
Decision Reference DRN8631419
13 Feb 2019 MBNA Limited UpheldPayment protection insurance (PPI)Ms R complained about the amount of compensation MBNA Limited (MBNA) offered to settle her complaint about a mis-sold payment protection insurance (PPI) policy which was associated with her store card.backgroundMs R complained she had been mis-sold a PPI policy with her... (4 pages)View decision -
Decision Reference DRN1600569
16 Jun 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMrs J complains that she was given poor advice by an authorised representative of Legal & General Partnership Services Limited (L&G) when she re-mortgaged her house in 2005. Mrs J, who is represented by a claims management company (CMC), says this advice means s... (3 pages)View decision -
Decision Reference DRN5035634
12 Feb 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains that The Royal Bank of Scotland plc (RBS) put a charge on his property. He doesn’t believe it should have done so as he was in the process of setting up a trust deed at the time. Mr M would like the charge taken off his property.backgroundMr M says i... (3 pages)View decision -
Decision Reference DRN9758166
28 Jan 2014 Santander Cards UK Limited Not upheldBanking and creditMs D complains that Santander Cards UK Limited sold her account to a third party debt collections agency and would not agree a repayment plan. She is also unhappy about the number of administrative errors, such as name and address inaccuracies, on her account. backgroundMs D’s account was... (2 pages)View decision -
Decision Reference DRN-2395568
1 Dec 2020 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-2395568 The complaint Ms S is unhappy with how Shop Direct Finance Company Limited trading as ‘very’ handled her catalogue shopping account. What happened In 2015, Ms S took out a catalogue shopping account with very. In mid-2017, Ms S was struggling financially and received some admin... (3 pages)View decision -
Decision Reference DRN7681515
7 Oct 2015 Bank of Scotland Plc Not upheldBanking and creditMr L complains about information recorded on his credit file by Bank of Scotland plc (trading as Halifax).background Mr L had a credit card with Halifax. In August 2011 he told Halifax he was experiencing financial difficulties. In September 2011 Halifax agreed to a... (3 pages)View decision -
Decision Reference DRN-4296125
17 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4296125 The complaint Ms B complains that Barclays Bank UK PLC failed to notify her that a joint account she had had with her former partner remained open after 2017, and that she is now being pursued for an overdraft debt on the account. What happened Ms B advised that in August 2017 ... (3 pages)View decision -
Decision Reference DRN5773192
27 Dec 2018 Santander UK Plc UpheldBanking and creditMr R has complained that Santander UK Plc didn’t mark his mortgage as ‘defaulted’ on his credit reference file when he went bankrupt in March 2012.backgroundMr R was made bankrupt on 15 March 2012. He had a residential mortgage with Santander at the time. The proper... (2 pages)View decision
