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 74386 results
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Decision Reference DRN9872271
27 May 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs W complain about errors and poor service from The Royal Bank of Scotland Plc (RBS) in relation to its handling of their accounts. background I will briefly summarise the background to this complaint. Mr W ran a business which unfortunately ran into financial difficulty in abou... (2 pages)View decision -
Decision Reference DRN7968623
7 Jun 2017 Cabot Credit Management Group Limited Not upheldBanking and creditMr B complains that Cabot Credit Management Group Limited (“Cabot”) did not treat him fairly, in that it wrongly obtained a court judgement against him and has since refused to discuss a settlement which responds positively and sympathetically to his financial hardsh... (3 pages)View decision -
Decision Reference DRN-5576395
22 Aug 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5576395 The complaint Ms S complains that Lowell Portfolio I LTD (Lowell) are unfairly pursuing her for a debt she disputes owing. What happened Ms S’ complaint centres around a current account that she had with a business I’ll refer to as Bank. Ms S says she closed the account with... (3 pages)View decision -
Decision Reference DRN0084718
29 Jan 2015 Tesco Personal Finance PLC UpheldPayment protection insurance (PPI)Tesco Personal Finance PLC (Tesco) sent part of the compensation for a mis-sold payment protection insurance (PPI) policy to a third party debt collecting agency (DCA). Miss A says Tesco should pay all the compensation directly to her. backgroundMiss A took out a loan with Tesco, at the ... (3 pages)View decision -
Decision Reference DRN5317513
22 Jul 2019 Leeds Building Society Not upheldBanking and creditMr and Mrs P complain about the actions of their mortgage lender, Leeds Building Society (LBS). They’re unhappy that LBS recalculated their monthly mortgage repayment, and included an additional sum to repay previous arrears, fees and costs without them agreeing to this. Mr and Mrs P have ... (4 pages)View decision -
Decision Reference DRN2572109
22 Jun 2015 Canada Square Operations Limited Not upheldBanking and creditMrs H complains that Canada Square Operations Limited went back on a deal it made with her. She says it agreed to accept £2,000 in full and final settlement of her debt. But it then sold on the debt – most likely as a result of an administrative mistake on its... (2 pages)View decision -
Decision Reference DRN7667944
18 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMs M has complained that Lloyds Bank PLC instructed debt collectors to recover a debt from her she didn’t owe and recorded incorrect information about it on her credit file.backgroundIn December 2018 Ms M started to receive telephone calls from a debt collection company. She was told the c... (2 pages)View decision -
Decision Reference DRN-4832771
27 Aug 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4832771 The complaint Mr M complains that The Royal Bank of Scotland Plc (RBS) incorrectly recorded negative information on his credit file. He would like this removed and to be compensated for his stress and inconvenience. What happened Mr M held a current account and a credit card... (3 pages)View decision -
Decision Reference DRN5224153
29 Dec 2016 Bank of Scotland Plc Not upheldBanking and creditMrs S complained about a default on her credit file, which was put there by Bank of Scotland plc, trading as Halifax. She complained that the balance wasn’t correct; that Halifax hadn’t sent her statements; and that one payment she’d made in 2014 had been returned... (2 pages)View decision -
Decision Reference DRN5288134
19 Oct 2015 Home Retail Group Card Services Limited Not upheldBanking and creditMr G has a store card with Home Retail Group Card Services Limited (HRG). HRG has instructed a debt collection agency to recover from Mr G a debt that, it says, is linked to this account and belongs to him.Mr G complains that HRG has not supplied evidence to show th... (2 pages)View decision
