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 DRN5528012
20 Jun 2014 CitiFinancial Europe Plc Not upheldBanking and creditMr and Mrs D complain that CitiFinancial Europe plc (“Citi”) did not tell them the total amount payable under their loan. They also complain that they were not responsibly advised.backgroundMr and Mrs D took secured loans from Citi to consolidate existing unsecured debt. They are unh... (1 page)View decision -
Decision Reference DRN0053773
26 Jul 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMrs M complains that The Royal Bank of Scotland Plc treated her unfairly and caused her property to be sold for less than it was worth. She asks for compensation.backgroundRBS had a second charge on Mrs M’s residential property. The charge related to a business loan to ... (2 pages)View decision -
Decision Reference DRN-4871227
25 Jun 2024 Admiral Financial Services Limited Not upheldConsumer CreditDRN-4871227 The complaint Mr M is complaining that Admiral Financial Services Limited trading as Admiral Money (Admiral) lent to him irresponsibly by providing him with a personal loan. What happened In January 2023, Admiral approved Mr M’s application for a £5,000 loan to consolidate his ... (5 pages)View decision -
Decision Reference DRN7162934
30 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss R complains that the Specialist Care Handling Team (“SCHT”) at Barclays Bank UK PLC hasn’t contacted her despite assurances that it would. backgroundIn April 2017 Miss R contacted Barclays and asked it to write off her debts as she was experiencing financial di... (2 pages)View decision -
Decision Reference DRN-3046887
14 Sep 2021 PRA Group (UK) Limited Not upheldConsumer CreditDRN-3046887 The complaint Mr F has complained about PRA Group (UK) Limited pursuing him for a debt. What happened This complaint is about an overdraft debt which defaulted in 2014, then was sold from the original creditor (“L”) to PRA Group in 2017. At the time, another company – “W” – was... (3 pages)View decision -
Decision Reference DRN7588931
26 Jul 2016 Santander UK Plc UpheldBanking and creditMr W says Santander UK Plc has continued to contact him about a debt that was included in his bankruptcy. He asks for £2,500 for the trouble and upset this has caused over seven years. background Mr W filed for bankruptcy in April 2009. One of the debts included ... (2 pages)View decision -
Decision Reference DRN-2657126
30 Apr 2021 NCO Europe Limited Not upheldConsumer CreditDRN-2657126 The complaint Mr N complains NCO Europe Limited are harassing and intimidating him into repaying debts for two accounts that are unenforceable. The debts are owned by another company, but as Mr N’s concerns relate to NCO I’ve mainly referred to them in this decision. What happe... (3 pages)View decision -
Decision Reference DRN9808173
9 May 2019 Scottish Friendly Assurance Society Limited Not upheldBanking and creditThis complaint’s about a consolidation re-mortgage Mr and Mrs B took out in 2006 on advice given by a representative of a business that is no longer trading. Responsibility for its activities has been taken on by Scottish Friendly Assurance Society Limited (“SF”) Mr a... (3 pages)View decision -
Decision Reference DRN-2194412
12 Oct 2020 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-2194412 The complaint Ms B complains about the way in which Capquest Debt Recovery Limited (which I’ll call CDR) has chased her for payment of a debt bought from Halifax. What happened In or about June 2013 Halifax, part of Lloyds Banking Group, sold to Capquest Investments Limited (CI... (2 pages)View decision -
Decision Reference DRN0336525
5 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMr S complains that National Westminster Bank Plc didn’t amend his bank account details when he asked it to. He says this mistake means NatWest is holding him liable for debts accrued by his business.backgroundMr S says he asked NatWest to change his business accou... (2 pages)View decision
