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 DRN2699641
31 Jul 2015 Baines & Ernst Limited Not upheldBanking and creditMr S complains that Baines & Ernst Limited (“BEL”) didn’t advise him properly about his debt management options and the charges involved. The complaint is brought to this service on his behalf by a firm of solicitors. But for ease, I shall refer below to all actions... (2 pages)View decision -
Decision Reference DRN3802201
17 Aug 2015 Lloyds Bank PLC Not upheldBanking and creditMr H says Lloyds Bank plc must justify the value of his outstanding loan balance that it’s sold to a third party. He’s also unhappy it can’t provide a copy of the original loan agreement. background Mr H took out a loan over 25 years ago. Lloyds’ records show what ... (2 pages)View decision -
Decision Reference DRN2496211
21 Apr 2015 MKDP LLP Not upheldBanking and creditMr H complains that MKDP LLP is wrongly chasing him for a credit card debt that’s unenforceable and statute barred. And he says it should remove a default from his credit record. backgroundIn 2014 Mr H found that MKDP had registered a default against his credit file. ... (2 pages)View decision -
Decision Reference DRN8047012
11 Jul 2013 National Westminster Bank Plc UpheldBanking and creditMrs N complains that National Westminster Bank Plc unfairly recorded a default on her credit file, incorrectly linked an address and has repeatedly mis-managed her personal data. backgroundIn 2006 Mrs N and her ex-husband went to their local branch to notify it of their change in mari... (2 pages)View decision -
Decision Reference DRN-3101920
2 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3101920 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) shouldn’t have charged him interest on repayments to his credit card, following a conversation he had with them. What happened Mr W was on a debt management plan from around October 2019 and he says he was paying no in... (3 pages)View decision -
Decision Reference DRN3393805
19 Feb 2020 Lloyds Bank PLC UpheldBanking and creditMr C complains that Lloyds Bank Plc offset a refund against a debt that he says he’s alreadypaid off rather than paying the refund to him directly. Mr C is also unhappy thatLloyds Bank Plc haven’t explained to him why they believe they are legally entitled to keephis refund.backgroundMr C ... (5 pages)View decision -
Decision Reference DRN-4150693
13 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4150693 The complaint Mr O complains National Westminster Bank Plc (“NatWest”) closed his accounts without explanation. Mr O also complains NatWest failed to properly support him in paying off his overdraft debt and registered a default against him. Mr O wants compensation for the dist... (4 pages)View decision -
Decision Reference DRN6773788
12 May 2014 Liverpool Victoria Friendly Society Limited UpheldPayment protection insurance (PPI)Mr A’s complaint is about the amount of compensation he should receive from Liverpool Victoria Friendly Society Limited (“Liverpool Victoria”). Mr A believes he should receive all of the redress payable directly to him.backgroundMr A took out single premium PPI alongside a personal loan... (2 pages)View decision -
Decision Reference DRN1236697
5 May 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMrs C complains that Cabot Financial (Europe) Limited (Cabot) incorrectly addressed letters to her. She isn’t happy that it offset compensation against an outstanding debt. She would like compensation, an apology and copies of letters she didn’t get sent to her.backgrou... (2 pages)View decision -
Decision Reference DRN0793029
28 Feb 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMr R complains that he is being harassed by Cabot Financial (Europe) Limited for repayment of a debt.backgroundMr R owed a debt to a bank and was making reduced repayments of £1 each month. The debt was assigned to Cabot in September 2012 and it contacted Mr R abou... (2 pages)View decision