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 DRN2233397
20 Oct 2016 Ulster Bank Ltd UpheldBanking and creditMr and Mrs M complain that Ulster Bank Ltd provided an overdraft facility that wasn’t appropriate or affordable. It didn’t explain the terms or provide adequate information. The charges were not reasonable. They ask that the charges are reduced to a fair level. Mr and... (3 pages)View decision -
Decision Reference DRN0482732
7 Nov 2016 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc wasn’t helpful when they found themselves in financial difficulties. In particular, it didn’t allow them to rent out their property while they were trying to sell, didn’t accept their offer of full and final s... (4 pages)View decision -
Decision Reference DRN5837276
16 Jan 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that The Royal Bank of Scotland plc (“RBS”) unfairly linked his personal account overdraft with his business banking and wrongly registered a default in relation to the overdraft debt. backgroundAs well as having his personal bank account with RBS, Mr T was a partner in ... (2 pages)View decision -
Decision Reference DRN5676301
1 Sep 2015 Sterling Financial Security Ltd UpheldBanking and creditMr W complains that Sterling Financial Security Ltd trading as Best Solutions has handled his debt management plan poorly. This has mean he’s now in more debt than when he started the plan.backgroundIn 2010 Mr W started a debt management plan with Best Solutions. He ... (2 pages)View decision -
Decision Reference DRN5036291
17 Jan 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMs D complains, in summary, that Cabot Financial (Europe) Limited, (“CFL”), hasn’t handled her debt reasonably.backgroundMs D entered into a credit card agreement with a credit card provider (“P”) in 2004. She fell into arrears and her account was defaulted by P in May 2... (3 pages)View decision -
Decision Reference DRN1648962
2 Nov 2017 Lloyds Bank PLC Not upheldBanking and creditMiss B complains that Lloyds Bank PLC has notified her that it will pass her overdraft debt to its recoveries section which will result in a default being placed on her credit file.backgroundMiss B opened a student account in December 2015 with an agreed overdraft ... (2 pages)View decision -
Decision Reference DRN-2422833
2 Feb 2021 Arrow Global Limited UpheldConsumer CreditDRN-2422833 The complaint Mr M complains that Arrow Global Limited (Arrow) pursued him for debts that aren’t his. What happened In 2019 Mr M received a letter about an outstanding debt in relation to someone who has a very similar name. Mr M contacted Arrow to say it was chasing the wrong ... (2 pages)View decision -
Decision Reference DRN-3989633
10 Mar 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3989633 The complaint Mrs S is unhappy that Klarna Bank AB (publ) ‘Klarna’ defaulted her fixed sum loan account and passed the outstanding balance to a debt collector. What happened Mrs S took out a 39-month fixed sum loan with Klarna on 10 October 2020. The loan was for £2,745. Mrs S ... (3 pages)View decision -
Decision Reference DRN2015299
20 Dec 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr P complains that he wasn’t provided with satisfactory information about his debt management plan (“DMP”), which was sold to him by a third party (“T”). The DMP was then passed to Harrington Brooks (Accountants) Limited, trading as Harrington Brooks Debt Management, (... (2 pages)View decision -
Decision Reference DRN6256740
17 Nov 2016 Lloyds Bank PLC Not upheldBanking and creditMiss L complains that Lloyds Bank plc has continued to treat her unfairly after a previous complaint. It hasn’t answered her telephone calls, causing unnecessary delays, which led to a potential tenant pulling out of leasing her premises.background In 2014 Miss L complaine... (3 pages)View decision
