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 70772 results
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Decision Reference DRN6576827
15 Aug 2014 Experto Credite Limited Not upheldBanking and creditMr and Mrs H complain that Experto Credite Limited (“Experto”) incorrectly recorded defaults on their credit files. They ask for compensation to be paid for their time and effort in resolving the problem. They also want Experto to make a payment to them which is equal to the amount pai... (3 pages)View decision -
Decision Reference DRN0925441
6 Jan 2016 Moneybarn Limited Not upheldBanking and creditMr C complains about the way Moneybarn No. 1 Limited, trading as Moneybarn, handled the arrears on his account. He also said that it told him that if he voluntarily surrendered his car to it, there would be no fees to pay and that it would clear the account balance... (3 pages)View decision -
Decision Reference DRN-5537271
6 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5537271 The complaint Mr L complains Nationwide Building Society irresponsibly provided him with an unaffordable overdraft facility. Mr L also complains about Nationwide Building Society’s service, including its decision to not write-off his outstanding balance. What happened Nation... (6 pages)View decision -
Decision Reference DRN7808900
22 Feb 2016 Vanquis Bank Limited Not upheldBanking and creditMrs C complains that Vanquis Bank Limited (Vanquis) did not set up a direct debit as she had requested and went on to incorrectly register a default on her credit file.backgroundMrs C had a credit card account with Vanquis. In January 2015, she said she contacted Van... (3 pages)View decision -
Decision Reference DRN6530416
11 Jun 2015 CitiFinancial Europe Plc UpheldBanking and creditMr D is unhappy that CitiFinancial Europe Plc sold a debt to a third party debt collection company even though Mr D had repaid it in full. Mr D wants CitiFinancial to compensate him for his trouble and upset.backgroundIn 2008, Mr D defaulted on his CitiFinancial loa... (2 pages)View decision -
Decision Reference DRN3945314
6 Oct 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditThe estate of Mr H has complained that The Royal Bank of Scotland Plc (RBS) irresponsibly lent Mr H money via a credit card account. The late Mr H’s estate is represented by his relative, Mrs C. backgroundMrs C says RBS didn’t carry out proper affordability checks... (2 pages)View decision -
Decision Reference DRN-1563095
4 Jun 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1563095 The complaintMs B made a request to Lloyds Bank PLC for copy statements. Ms B is unhappy that these statements were then sent to the debt collection agency who currently owned the debt, rather than to her directly. As a result of Lloyds disclosing this information to the debt c... (2 pages)View decision -
Decision Reference DRN8116849
22 Nov 2018 Capquest Debt Recovery Limited Not upheldBanking and creditMr C’s unhappy that Capquest Debt Recovery Limited charged him interest on a debt he owed. backgroundIn 2009 Capquest bought Mr C’s debt from a bank. In May 2011 the debt was repaid in full by the supervisor of his IVA arrangement and this included an additional ... (2 pages)View decision -
Decision Reference DRN4660494
9 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr H and Mr J guaranteed the debts of a company C to HSBC Bank plc. They say that the way HSBC handled C’s accounts has increased the amount they owe under the guarantee.backgroundSome years ago Mr H and Mr J signed a joint guarantee of C’s debts to HSBC. When C went into administ... (2 pages)View decision -
Decision Reference DRN3565594
14 Sep 2015 Baines & Ernst Limited Not upheldBanking and creditMr L had a debt management plan (DMP) with Baines & Ernst Limited. He complains that it allocated his payments to the wrong account. So a county court judgment (CCJ) was issued against his wife. And a charging order may be issued against his home.backgroundMr L a... (2 pages)View decision
