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 70661 results
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Decision Reference DRN7745554
12 Sep 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains about how The Royal Bank of Scotland Plc (“RBS”) has managed his credit card account.backgroundMr M told us that he wasn’t happy with how RBS had managed his account. He said that he suffers with depression and anxiety which at times impacts on his abi... (6 pages)View decision -
Decision Reference DRN5878907
10 Jan 2017 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr B, represented by a claims management company (CMC), complains that his financial management plan (FMP) managed by Harrington Brooks (Accountants) Limited (the business) was mis-sold.backgroundMr B entered into a FMP in 2011. He says that he was not made aware that h... (2 pages)View decision -
Decision Reference DRN0112128
2 May 2019 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC, trading as Barclaycard (“Barclays”) won’t allow him to settle his credit card debt. He also complains that Barclays failed to respond to a subject access request. backgroundMr M had a Barclaycard credit card account with an o... (3 pages)View decision -
Decision Reference DRN6972489
5 Dec 2019 Lantern Debt Recovery Services Ltd Not upheldBanking and creditMr M is unhappy Lantern Debt Recovery Services Ltd is holding him responsible for a debt which he originally said wasn’t his.backgroundIn December 2016 Lantern bought a debt from another lender which had been taken out in 2013. It wrote to Mr M about repaying the debt, but received no resp... (2 pages)View decision -
Decision Reference DRN-4000326
20 Mar 2023 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4000326 The complaint Mrs S complains that Lantern Debt Recovery Services Ltd is unfairly pursuing her for an outstanding debt. What happened In March 2022 Lantern purchased a debt in Mrs S’ name from another business I’ll call C. Mrs S has explained that she had an account with C but... (2 pages)View decision -
Decision Reference DRN9118493
24 Nov 2015 Wescot Credit Services Limited Not upheldBanking and creditMr G complains that Wescot Credit Services Limited (“WCSL”) has unfairly harassed him in pursuing him for a debt which had been settled, and that it hasn’t handled his data correctly.backgroundMr G had a debt with a lender (“L”). Mr G said that he had sent L a cheq... (3 pages)View decision -
Decision Reference DRN-3215653
15 Feb 2022 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-3215653 The complaint Miss A complains that it isn’t fair for The Royal Bank of Scotland Plc (RBS) to use her Payment Protection Insurance (PPI) compensation to reduce a debt because she considers it was written-off when her protected trust deed ended. What happened During 2003 Miss A ... (3 pages)View decision -
Decision Reference DRN-2064033
31 Aug 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-2064033The complaintMr P complains about what happened after Nationwide Building Society took the agreed overdraft off his current account. He said that the account was defaulted, even though he was making payments, which he said he’d agreed with Nationwide. What happenedMr P had an ac... (3 pages)View decision -
Decision Reference DRN7336968
24 May 2019 Capquest Debt Recovery Limited UpheldBanking and creditMr C complains that Capquest Debt Recovery Limited continued to chase him for debt that didn’t belong to him, even after he made them aware.backgroundMr C started receiving letters from Capquest in May 2017. Capquest explained they were chasing an outstanding debt t... (2 pages)View decision -
Decision Reference DRN5568100
13 Apr 2017 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc shouldn’t have passed the overdraft debt on his business account to their debt recovery team. He wants this action reversed and his account reopened as he says that he was ill and this hindered his ability to make payments. He’d also l... (2 pages)View decision
