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 76853 results
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Decision Reference DRN-2916616
15 Jul 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2916616 The complaint Mrs S complains that Barclays Bank Plc trading as Barclaycard (Barclaycard) lent to her irresponsibly. Mrs S is represented by Mr S, her husband. What happened Mrs S had a credit card from Barclaycard from 2012. Between 2013 and 2018, her credit limit was increase... (4 pages)View decision -
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 DRN9526223
3 Apr 2014 Nationwide Building Society Not upheldBanking and creditMr J complains that Nationwide Building Society has not renewed a repayment plan and intends to secure a debt on his property.backgroundMr J had a credit card account with Nationwide. When he became ill and unable to work, he ran into financial difficulties, so a reduced payment plan w... (2 pages)View decision -
Decision Reference DRN6655425
18 Nov 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs C complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).background Mr and Mrs C, acting on a recommendation from L&G, re-mortgaged. In doing so, they changed lender, incurred an early rep... (2 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 DRN5251837
3 Mar 2015 Rossendales Collect Limited UpheldBanking and creditMr and Mrs A, represented by Miss B, complain that Rossendales Collect Limited (the business) chased them for a debt which they do not recall accruing.backgroundIn November 2013, Mr A was contacted by the business explaining that it had been appointed as the debt collector for a clie... (2 pages)View decision -
Decision Reference DRN9700816
2 Mar 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr D and Miss E complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr D and Miss E had an interest only mortgage, made up of several elements, some of which were on a fixed rate and some o... (3 pages)View decision -
Decision Reference DRN9337235
20 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMiss Y complains that NEO Media Solutions Limited (trading as One Debt Solution): misled her as to how quickly her debts would be cleared; did not clearly explain what it would charge for its services, or when these charges would be taken; and did not pass payments she made to i... (2 pages)View decision -
Decision Reference DRN6736750
8 May 2017 Barclays Bank Plc UpheldPayment protection insurance (PPI)Mrs M is unhappy with how Barclays Bank Plc handled her complaint about Payment Protection Insurance (PPI). She says there have been discrepancies in relation to the outstanding debt. And that Barclays mis-led her to think that there was no outstanding debt. Amongst oth... (4 pages)View decision -
Decision Reference DRN2687690
12 Sep 2018 Mortgage Advice Bureau Limited UpheldBanking and creditMr and Mrs B complain Mortgage Advice Bureau Limited (MAB) failed to act professionally when making an application for a remortgage. And that as a result of its advice they paid off debts they now wish they hadn’t.backgroundMr and Mrs B have a history of taking out pay... (6 pages)View decision