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 69825 results
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Decision Reference DRN-3103459
1 Dec 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3103459 The complaint Miss M complained that National Westminster bank had placed markers on her credit file, relating to a small debt she didn’t know about, which were having a significant impact on her ability to borrow. She told us about the wider impact this had on her life. What h... (4 pages)View decision -
Decision Reference DRN3002680
6 Jan 2017 The Co-operative Bank Plc Not upheldBanking and creditMiss G complains that The Co-operative Bank Plc treated her unfairly when it passed account to a debt collection company.backgroundMiss G had an outstanding overdraft balance with The Co-op. Due to her personal circumstances, The Co-op agreed to suspend payments for si... (2 pages)View decision -
Decision Reference DRN8478262
31 May 2018 Barclays Bank Plc UpheldBanking and creditMiss A complains about a loan she had with Barclays Bank Plc. She’s been unwell and just wants to sort out the outstanding balance.background Miss A took out a loan with Barclays in 2005. She became ill a few years later and fell into arrears. The debt was transferre... (2 pages)View decision -
Decision Reference DRN3420236
23 Apr 2013 HSBC Bank plc Not upheldBanking and creditMr G complains about the way HSBC Bank Plc has treated him in relation to the debt on his business account, following his being unable to work due to serious illness. In particular, Mr G says that HSBC failed to keep to repayment agreements made with him by the branch staff.background M... (2 pages)View decision -
Decision Reference DRN-5334395
10 Mar 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5334395 The complaint Mr W complains that Barclays Bank UK PLC defaulted his account and passed it to a debt collection agency. What happened Mr W holds a loan account with Barclays. The loan fell into arrears in December 2022. Barclays issued a Default Notice on 3 April 2023 which ... (2 pages)View decision -
Decision Reference DRN2330825
9 Mar 2017 Lowell Portfolio I Ltd UpheldBanking and creditMr W complains that Lowell Portfolio I Ltd declines to remove a default registered by it on his credit file. He thinks it is acting unfairly as he says the debt does not belong to him. background Mr W said Lowell instructed its agents to chase him for a debt th... (2 pages)View decision -
Decision Reference DRN5857467
31 Jul 2013 Barclays Bank Plc Not upheldBanking and creditMr S complains that Barclays Bank Plc has recorded a substantial debt in his name with credit reference agencies in respect of a joint account he had with his former partner (who I shall refer to as Ms T). He says that the overdraft limit on the account had been £4,000 but the bank all... (3 pages)View decision -
Decision Reference DRN4716748
28 Jun 2013 HSBC Bank plc Not upheldBanking and creditMiss D complains about HSBC Bank plc debt collection process particularly collection calls, ignoring a repayment plan and passing the debt to a debt collection agency.backgroundMiss D had an overdraft with HSBC. She stopped paying into this account and opened an account with another b... (1 page)View decision -
Decision Reference DRN-1687403
27 Jul 2020 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-1687403 The complaintMr U complains that Vanquis Bank Limited acted irresponsibly by increasing his limit on his credit card account, when he was showing signs of having financial difficulties. What happenedIn 2012, Mr U took out a credit card account with Vanquis. He had a credit lim... (3 pages)View decision -
Decision Reference DRN-5129409
6 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5129409 The complaint Miss H complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Over a period, Miss H had two credit cards issued by NewDay and the limits were increased as shown: Aqua card: Limit increase No. Date Limit December 2017 – new card £900 1 May ... (5 pages)View decision
