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 76853 results
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Decision Reference DRN-4099443
25 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4099443 The complaint Miss M complains that HSBC UK Bank Plc (“HSBC”) provided a third party organisation with misleading information surrounding a debt she owed. This resulted in Miss M feeling anxious that she had debts she didn’t know about. What happened Miss M was working with a t... (3 pages)View decision -
Decision Reference DRN7911334
3 Sep 2013 Santander UK Plc Not upheldBanking and creditMr R complains that Santander UK Plc mis-sold him a loan, did not communicate with him about the loan status and did not respond positively and sympathetically when he told it he was experiencing financial difficulties. In February 2002, Mr R took out a Cahoot flexi-loan online. He ch... (2 pages)View decision -
Decision Reference DRN2297722
14 Mar 2014 Barclays Bank Plc Not upheldBanking and creditMr M complains that Barclays Bank PLC failed to update the correspondence address for a buy-to-let mortgage he held with it, when he moved home. Consequently, when the mortgage fell into arrears, due to a problem with the direct debit, Mr M did not receive the letters sent by Barclays and... (2 pages)View decision -
Decision Reference DRN6681926
1 Sep 2017 Citifinancial Europe Limited Not upheldBanking and creditMr H complains that CitiFinancial Europe Plc told him his credit card account had been written off when it had actually been sold to a debt purchaser.background Mr H had a credit card account with CitiFinancial. Mr H says he contacted CitiFinancial in early 2011 to pay ... (2 pages)View decision -
Decision Reference DRN2494785
8 Mar 2017 Baines & Ernst Limited Not upheldBanking and creditMr and Mrs A complain, in summary, that Baines & Ernst Limited, (“BEL”), didn’t providethem with appropriate information when they entered into a debt management plan (“DMP”)with it. The complaint is brought to this service on Mr and Mrs A’s behalf by a claimsman... (4 pages)View decision -
Decision Reference DRN5391027
16 Nov 2017 BPO Collections Limited Not upheldBanking and creditMr D is unhappy that BPO Collections Limited (“BPO”) continued to seek repayment for a debt after it was disputed. backgroundBPO are acting as debt collectors on behalf of another business, for a debt relating to a credit card which defaulted in 2012. Mr D dispute... (2 pages)View decision -
Decision Reference DRN2268029
7 Nov 2017 PRA Group (UK) Limited Not upheldBanking and creditMr H complains that PRA Group (UK) Limited hasn’t given him any evidence it bought his credit card debt or details of how much it paid for the debt.backgroundMr H had a credit card debt. He says PRA says it now owns the debt, but will not provide him with the... (2 pages)View decision -
Decision Reference DRN3934777
10 Feb 2016 Lloyds Bank PLC UpheldBanking and creditMrs K complains that Lloyds Bank PLC mis-sold her a loan and a credit card in 2005.backgroundMrs K owed over £20,000 to three other companies with which she had credit cards. In March 2005 Lloyds refinanced her borrowing by giving her a loan and a new credit card. (A... (2 pages)View decision -
Decision Reference DRN9731708
18 Nov 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr M is unhappy with how Royal Bank of Scotland Plc (RBS) has used the compensation it offered to settle his complaint about the mis-sale of a number of payment protection insurance (PPI) policies.backgroundMr M complained about PPI sold to him with a number of loans... (3 pages)View decision -
Decision Reference DRN9442212
9 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr H complains that Bank of Scotland plc (trading as Halifax) is unfairly holding him liable for a credit card debt and has wrongly registered adverse information on his credit file.background Mr H contacted Halifax to update the address on his credit card account. He says that, even ... (2 pages)View decision