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 DRN4901120
26 Nov 2019 Arrow Global Limited Not upheldBanking and creditMiss H complains that Arrow Global Limited (Arrow) should’ve registered a default on her credit file in March 2012 rather than September 2013 as they’ve now decided. She would like them to backdate the default to March 2012, remove it from the credit file and mark the debt as settled. back... (3 pages)View decision -
Decision Reference DRN-4516190
12 Jan 2024 Arrow Global Limited UpheldConsumer CreditDRN-4516190 The complaint Mr C complains about Arrow Global Limited’s actions when attempting to collect a debt that was fraudulently opened in his name. What happened Mr C has explained that after he moved out of an address a scammer opened various credit commitments in his name, one of w... (2 pages)View decision -
Decision Reference DRN-3858512
16 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3858512 The complaint Mr S1 and Mr S2 are business partners. They complain about the actions of National Westminster Bank Plc regarding the management of their loan accounts. What happened In June 2008 the partners took out three loans – which I’ll call loans 1, 2 and 3 – from NatWest ... (6 pages)View decision -
Decision Reference DRN2590538
15 May 2018 Bank of Scotland Plc UpheldBanking and creditMr H says that Bank of Scotland plc (trading as Halifax) cashed a cheque he sent in final settlement of his credit card debt and should therefore write off the outstanding debt.background Mr H has a credit card with Halifax with a debt of around £6,500. He had been... (2 pages)View decision -
Decision Reference DRN4850363
23 Jun 2017 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr U has complained about the way National Westminster Bank Plc (NatWest) compensated him for the mis-sale of a payment protection insurance (PPI) policy.backgroundFrom 2004 to 2011, Mr U had a PPI policy on a credit card with NatWest. In 2016, he complained to them... (2 pages)View decision -
Decision Reference DRN-4602152
19 Feb 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4602152 The complaint Mrs M complains that Madison CF UK Limited trading as 118 118 Money (“118 118”) irresponsibly agreed a credit card facility for her. What happened 118 118 opened a credit card facility with a limit of £800 for Mrs M in April 2022. Mrs M went over her account limit... (4 pages)View decision -
Decision Reference DRN2481341
14 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr N complains that National Westminster Bank Plc abused its position as it allowed his debt to be increased because of unreasonable legal expenses. He would like the debt to be reduced.background Mr N provided a personal guarantee to NatWest in 2001, in support of lending advanced to h... (2 pages)View decision -
Decision Reference DRN6017676
20 Mar 2019 MBNA Limited Not upheldBanking and creditMr B complains that MBNA Limited irresponsibly gave him a credit card in 2015 when he was in an IVA, had outstanding debt and as it should’ve seen he was experiencing financial difficulties. He wants all the interest and charges he’s paid refunded, the debt written ... (2 pages)View decision -
Decision Reference DRN-3189724
31 Jan 2022 Experian Limited Not upheldConsumer CreditDRN-3189724 The complaint Mr K has complained about Experian Limited suggesting his address to debt collectors when they were tracing someone. What happened Both parties are most familiar with what happened, so I will summarise things in brief. This complaint revolves around a utility bill... (2 pages)View decision -
Decision Reference DRN-3027679
4 Oct 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3027679 The complaint Mr B is unhappy that Lloyds Bank PLC sent him a letter advising that his account is considered as being in a state of persistent debt. What happened Mr B received a letter from Lloyds which stated that his account was considered as being in a state of persistent d... (2 pages)View decision
