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 DRN-5079369
25 Feb 2025 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-5079369 The complaint Mr M has complained Virgin Media Mobile Finance Limited is holding him liable for a credit agreement he didn’t take out. What happened In April 2024 Mr M received a letter from a debt collection agency about a debt. He complained to Virgin Media that there appe... (2 pages)View decision -
Decision Reference DRN8809176
21 Jun 2016 Capital One (Europe) plc Not upheldBanking and creditMiss M complains that Capital One (Europe) plc hasn’t done enough to help her with her financial difficulties.backgroundMiss M’s credit card account went over its limit but she didn’t realise this because she didn’t check her statements. She said she continued to make ... (2 pages)View decision -
Decision Reference DRN1889937
9 May 2014 Barclays Bank Plc Not upheldBanking and creditMr and Mrs S complain that Barclays Bank Plc recorded a default on their credit files, even though they made payments on a debt repayment plan. Barclays had also not amended the credit files correctly when Mr and Mrs S eventually paid off the outstanding balance. Mr and Mrs S would like... (2 pages)View decision -
Decision Reference DRN5242018
8 Aug 2014 Sun Lane Ltd UpheldBanking and creditMr F complains that Sun Lane Ltd did not deliver the debt adjusting service it promised him.backgroundMr F says that he told Sun Lane he would be receiving a lump sum from his divorce and he wanted to use it to settle his debts. He says that Sun Lane agreed to provide a full and final ... (3 pages)View decision -
Decision Reference DRN3234883
28 Jan 2014 Lloyds Bank PLC UpheldBanking and creditMrs F complains that Lloyds Bank Plc (previously Lloyds TSB Bank Plc) misinformed her when she contacted it regarding an outstanding debt. Mrs F’s partner had been declared bankrupt so she became liable to repay the full outstanding balance of their joint current account. Mrs F says that... (2 pages)View decision -
Decision Reference DRN4807826
28 Jun 2018 Nationwide Building Society Not upheldBanking and creditMr B’s representatives, the Citizen’s Advice Bureau (CAB), has complained on his behalf that correspondence relating to a credit card debt he has with the Nationwide Building Society (Nationwide) , has been sent directly to Mr B rather than to the CAB. Mr B is als... (2 pages)View decision -
Decision Reference DRN-1161854
27 May 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1161854The complaintMr A and Mrs E are unhappy about how National Westminster Bank Plc (NatWest) dealt with issues related to the closure of their bank account. What happenedIn February 2019, NatWest wrote to Mr A and Mrs E. It said it had reviewed their bank account and gave them 60 d... (3 pages)View decision -
Decision Reference DRN9414391
11 Jan 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr D complains that The Royal Bank of Scotland Plc (“RBS”) has instructed a debt collection agency to pursue him for a debt which he says is time-barred under the Limitation Act.backgroundIn 2008 Mr D owed RBS a three-figure sum. In that year he entered an Individu... (1 page)View decision -
Decision Reference DRN-5525499
15 May 2025 West Bromwich Mortgage Company Limited Not upheldMortgagesDRN-5525499 The complaint Mr and Mrs A complain about action West Bromwich Mortgage Company Limited has taken in relation to the sale of the properties subject to buy to let mortgages, and action taken to recover the shortfalls following sale. What happened Mr and Mrs A had several buy ... (2 pages)View decision -
Decision Reference DRN2077028
10 May 2019 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr R’s complain is about the compensation Bank of Scotland plc (BoS) paid to settle his complaint about a mis-sold payment protection insurance (PPI) policy that was taken out alongside a loan.backgroundIn 2001 Mr R took out a loan with PPI through BoS. The premium fo... (5 pages)View decision
