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 DRN0069779
31 May 2017 Capital One (Europe) plc Not upheldBanking and creditMrs M complains that Capital One (Europe) plc failed to set up a payment plan with her and defaulted her account. She is also unhappy that her account has been passed to a debt collection agency.backgroundMrs M contacted Capital One in May 2016 to set up a payme... (2 pages)View decision -
Decision Reference DRN2659657
11 Mar 2014 Bank of Scotland Plc Not upheldBanking and creditMr N complains about a loan given to him by Bank of Scotland plc, which he says was unaffordable. He also says Bank of Scotland passed the debt to several debt collectors whilst it was in dispute and did not respond to his complaint properly. background In July 2010 Mr N took out a £1... (3 pages)View decision -
Decision Reference DRN6573117
21 Nov 2018 Creation Consumer Finance Ltd Not upheldBanking and creditMr B complains that he has not received the service he should have in regard to the collection of his debt from a fixed sum loan agreement he took out with Creation Consumer Finance Ltd in 2011.backgroundMr B entered into a fixed sum loan agreement with Creation in Sep... (2 pages)View decision -
Decision Reference DRN8932553
20 Jul 2017 Debitum Limited UpheldBanking and creditMr K’s complained about a debt management plan he entered into with Debitum Limited. He’s unhappy that despite paying £200 a month, only some of this was being passed to his creditors. And in the end his debts weren’t cleared.backgroundMr K entered into a debt ma... (3 pages)View decision -
Decision Reference DRN2324714
18 Feb 2019 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc won’t write off a credit card debt he owes despite being aware that he’s suffering from some serious health problems. backgroundMr M opened a credit card with Santander in September 2017 and transferred balances he owed elsewhere t... (2 pages)View decision -
Decision Reference DRN-2026692
6 Jan 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2026692 The complaint Mr A complains that Lloyds Bank PLC (Lloyds) sent letters relating to his credit card to the wrong address. What happened Mr A had a credit card with Lloyds since 2016. Between April 2019 and September 2019, Lloyds sent six letters to Mr A to say that he had misse... (2 pages)View decision -
Decision Reference DRN7143007
21 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMrs H complains that Barclays Bank UK PLC, trading as Barclaycard, sold her credit card debt onto a third party, when she had made it aware that she was having difficulties financially and personally. In bringing her complaint, Mrs H is represented by Mrs K.backgroundIn 2011, Mrs H had a B... (3 pages)View decision -
Decision Reference DRN4875959
31 Jul 2014 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank PLC is unfairly pursuing him for a debt owed on a joint account. He wants the bank to stop pursuing him. our initial conclusionsThe adjudicator thought that Mr H did owe Lloyds the debt as he was a joint account holder and so jointly and severally... (2 pages)View decision -
Decision Reference DRN7657127
5 Sep 2014 Lloyds Bank PLC Not upheldBanking and creditMr Z complained that his credit card agreement was not enforceable because his copy of the application wasn’t signed by Lloyds Bank plc. He said his debts should therefore be written off.our initial conclusionsOur adjudicator found that if Lloyds were to seek to take action to ... (2 pages)View decision -
Decision Reference DRN-4099443
25 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4099443 The complaint Miss M complains that HSBC UK Bank Plc (“HSBC”) provided a third party organisation with misleading information surrounding a debt she owed. This resulted in Miss M feeling anxious that she had debts she didn’t know about. What happened Miss M was working with a t... (3 pages)View decision
