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 71745 results
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Decision Reference DRN6366993
10 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMs W complains that Bank of Scotland plc (trading as “Halifax”) hasn’t dealt fairly with her in relation to her liability for an outstanding debt on her joint account.backgroundMs W held a joint account with a third party with Halifax. The third party spent on the ac... (2 pages)View decision -
Decision Reference DRN-3069896
24 Sep 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3069896 The complaint Mr P complains that Capital One (Europe) plc has unfairly increased his minimum monthly payment as a result of being in persistent debt on one of his credit cards. What happened Mr P has two credit card accounts with Capital One. On card ending 5318, Mr P has bee... (5 pages)View decision -
Decision Reference DRN0656040
6 Aug 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr Q complains that The Royal Bank of Scotland Plc did not renew his overdraft facility. He asks that he is given the chance to repay the overdraft gradually at the same interest rate.backgroundMr Q had a business account with an overdraft facility with RBS. Mr Q’s business was affected b... (1 page)View decision -
Decision Reference DRN-4422912
15 Nov 2023 Equifax Limited Not upheldConsumer CreditDRN-4422912 The complaint Mr E complains about an entry on his Equifax Limited credit file. What happened Earlier this year, Mr E contacted Equifax and raised concerns about an entry on his credit file. Mr E explained a defaulted credit card debt reported by a business I’ll refer to as C w... (2 pages)View decision -
Decision Reference DRN7741802
17 Mar 2015 BISL Limited Not upheldInsurance (excluding PPI)Mr C complains that BISL Limited did not advise a debt recovery agent that his debt had been repaid.background Mr C cancelled his direct debit for his buildings and contents insurance as he had moved house. The policy was subsequently cancelled as a result.BISL sent co... (2 pages)View decision -
Decision Reference DRN-3168146
28 Feb 2022 Lloyds Bank PLC Not upheldConsumer CreditDRN-3168146 The complaint Ms H is unhappy that Lloyds Bank PLC didn’t amend her credit file as they’d agreed to. What happened Ms H previously brought a complaint to this service about a Lloyds personal loan which resulted in Lloyds agreeing to amend the date of a default for that loan acc... (2 pages)View decision -
Decision Reference DRN-2657928
5 Mar 2021 National Westminster Bank Plc UpheldConsumer CreditDRN-2657928 The complaint Mr M complains that National Westminster Bank Plc (NatWest) didn’t close his loan account after the debt was sold. What happened Mr M had a loan with NatWest. In November 2019, it was sold to a debt collection agency (DCA). Mr M received letters and statements fro... (2 pages)View decision -
Decision Reference DRN-3869638
5 Jan 2023 Lowell Financial Ltd Not upheldConsumer CreditDRN-3869638 The complaint Mr D complains about the way that Lowell Financial Ltd (Lowell) has handled the collection of a debt in his name. What happened Mr D owed money to a business I will refer to as C. In 2018, C sold the debt to Lowell Portfolio I Limited which in turn appointed Lowel... (2 pages)View decision -
Decision Reference DRN-3004440
16 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3004440 The complaint Mr L has complained that a refund of interest has been applied to the unsettled portion of his credit card debt rather than being paid to him directly. What happened Mr L took out a credit card with Santander UK Plc in January 2011 and fell into arrears in April 2... (2 pages)View decision -
Decision Reference DRN-3334415
12 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3334415 The complaint Mr S complained that Everyday Lending Limited trading as Everyday Loans lent to him irresponsibly and provided a loan that was unaffordable. What happened Mr S took out a loan with Everyday Loans as follows: Date taken Loan amount Term Monthly repayment Loan statu... (4 pages)View decision
