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 71923 results
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Decision Reference DRN5465334
26 Apr 2013 DAS Legal Expenses Insurance Company Limited Not upheldInsurance (excluding PPI)This complaint arises from DAS’ decision to decline Mr C’s legal expenses insurance claim.backgroundSince 2008 Mr C had been in dispute with his bank over the outstanding debt under a credit card agreement. Mr C refuted the allegation and wished to take legal action against the debt colle... (3 pages)View decision -
Decision Reference DRN-3307275
17 Feb 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3307275 The complaint Mr K’s complained about the way National Westminster Bank Plc (Nat West) dealt with the charges and interest on one of his accounts – and about closing both his accounts with them. What happened Mr K had a student account with Nat West. By 2017, Mr K says the acco... (3 pages)View decision -
Decision Reference DRN-5527448
16 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5527448 The complaint Mr K complains about being contacted regarding a credit card debt originally accrued with Barclays Bank UK Plc trading as Barclaycard. What happened Mr K had a credit card account with Barclaycard. This fell into arrears, and Barclaycard sold the account to a d... (2 pages)View decision -
Decision Reference DRN8905720
14 Sep 2015 Baines & Ernst Limited Not upheldBanking and creditMr and Mrs B complain Baines & Ernst Limited didn’t discuss all of the debt management options that were available to them as Scottish residents.backgroundIn 2009 Mr and Mrs B asked Baines &Ernst for advice about debt management. They subsequently entered i... (1 page)View decision -
Decision Reference DRN3215826
17 Jul 2017 Express Gifts Ltd UpheldBanking and creditMs H complains about how Express Gifts Ltd has responded to her efforts to manage her debt to it.backgroundWhen Ms H’s circumstances changed in 2009 she realised that she wouldn’t be able to pay off a debt to Express. So she entered into a debt management plan. Altho... (2 pages)View decision -
Decision Reference DRN1943775
8 Oct 2015 Barclays Bank Plc Not upheldPayment protection insurance (PPI)Mr M is unhappy with the compensation Barclays Bank Plc (Barclays) offered to settle his complaint about the mis-sale of a payment protection insurance (PPI) policy.backgroundMr M complained to Barclays about the PPI linked to his credit card. After he had brought it to... (2 pages)View decision -
Decision Reference DRN5803831
20 Aug 2019 Cabot Credit Management Group Limited Not upheldBanking and creditMr J is unhappy with Cabot Credit Management Group Limited asking him to repay a debt, because he doesn’t think it has sufficient evidence to enforce it.backgroundMr J contacted Cabot in 2018 to ask for further information about a debt it was asking him to repay. Cabot said the debt relate... (2 pages)View decision -
Decision Reference DRN4608618
3 Dec 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs M complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundIn 2005, Mr and Mrs M had a mortgage, and following a recommendation from L&G re-financed it with another lender. In doi... (3 pages)View decision -
Decision Reference DRN3165931
7 Jun 2016 Victorstone Financial Limited UpheldBanking and creditMr H complains that Victorstone Financial Limited has mis-managed his debt management plan and cannot account for all the money he has paid to it.backgroundMr H entered into a debt management plan with Victorstone in 2012. This involved his making a monthly lump sum pay... (3 pages)View decision -
Decision Reference DRN3525819
18 Dec 2017 The Co-operative Bank Plc Not upheldBanking and creditMr B complains that The Co-operative Bank Plc (The Co-operative) mishandled his overdraft and registered a default against him.backgroundIn 2010, Mr B opened an account with The Co-operative to take advantage of their offer of a free student overdraft. In August 2012,... (3 pages)View decision
