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 70137 results
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Decision Reference DRN6604117
20 Aug 2013 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)This complaint is about a consolidation loan taken out in 2009. Miss A says that National Westminster Bank Plc – (NatWest) – advised her wrongly by telling her the loan had more chance of being approved if she gave the reason for the loan as a holiday or home improvements rather than co... (2 pages)View decision -
Decision Reference DRN-4137126
17 May 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4137126 The complaint Ms X complains that as a vulnerable customer, she wasn’t treated fairly by Clydesdale Bank Plc trading as Virgin Money (Virgin). What happened Ms X had a credit card from Virgin. The limit was £14,300 and in March 2020, the balance was £12,980.53 debit. M... (6 pages)View decision -
Decision Reference DRN5898916
1 Nov 2018 Link Financial Outsourcing Limited UpheldBanking and creditMr S complains that Link Financial Outsourcing Limited mishandled his debt and failed to honour agreements. backgroundMr S had debt which I believe he thought was being paid by his former girlfriend, but she had left the county and the bank sold the account to Link.... (2 pages)View decision -
Decision Reference DRN7179028
9 Sep 2014 Bank of Scotland Plc Not upheldBanking and creditMiss C complains that Bank of Scotland plc, trading as Halifax took money from her ISA to cover an outstanding credit card debt. She also complains about the lack of communication and general level of service.backgroundMiss C’s original complaint was that the bank took money from her ISA... (2 pages)View decision -
Decision Reference DRN7795519
5 Aug 2014 Capquest Investments Limited Not upheldBanking and creditMr Q complains that Capquest Investments Limited (“Capquest”) unfairly applied a default to his credit file for a debt, for which a county court judgement (“CCJ”) had already been registered on his file by the original creditor. He did not think it fair that Capquest was able to register... (2 pages)View decision -
Decision Reference DRN-3497901
10 Jun 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3497901 The complaint Miss H has complained that National Westminster Bank Plc (“Nat West”) have refused to remove the default records relating to debts they’ve sold to another company from her credit file – which she thinks makes her credit file inaccurate. What happened In mid-2019, ... (2 pages)View decision -
Decision Reference DRN2344027
9 Jun 2017 Hoist Finance UK Limited UpheldBanking and creditMr L complains that Hoist Finance UK Limited have chased him for a debt which is not his. backgroundMr L received a letter from a debt collector acting on behalf of Hoist regarding an outstanding debt. Mr L contacted Hoist in December 2015 and explained that he neve... (2 pages)View decision -
Decision Reference DRN1206871
31 Jan 2020 Santander UK Plc UpheldBanking and creditComplaintMr D complains that Santander UK Plc has chased him to pay back an overdraft debt it previously told him he didn’t need to repay. BackgroundThe background to this complaint and my initial findings are set out in my provisional decision dated 24 January 2020 – a copy of which is at... (3 pages)View decision -
Decision Reference DRN-2766896
7 Jun 2021 TSB Bank plc Not upheldConsumer CreditDRN-2766896 The complaint Mr S complains that he’s received a letter ab out a debt owed to TSB Bank plc in relation to an account which he says he cleared many years ago. What happened In September 2000 Mr S opened a current account with TSB. In 2014 the account reached its overdraft limit... (2 pages)View decision -
Decision Reference DRN5045271
29 Oct 2013 National Westminster Bank Plc Not upheldBanking and creditMrs D complains that National Westminster Bank Plc has incorrectly allocated payments towards her debt and that, despite maintaining repayments, the debt has increased.background When Mrs D’s accounts fell into arrears, Mrs D set up repayment plans with a debt charity in October 2007. Ho... (2 pages)View decision
