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 DRN7495784
17 Sep 2014 Barclays Bank Plc Not upheldBanking and creditMrs D complained because Barclays Bank PLC is pursuing her for debts on a joint account held with her husband. Mrs D and her husband are in the process of divorcing. Mrs D says that the account was only ever used by her husband, and she wants to be removed from the account, and from ... (3 pages)View decision -
Decision Reference DRN5733807
22 Aug 2017 Foundation for Credit Counselling UpheldBanking and creditMs W complains Foundation for Credit Counselling (now known as StepChange) didn’t keep her updated about a debt which it had agreed to manage as part of a debt management plan. She says this resulted in court fees and interest being added to her debt.backgroundMs W a... (2 pages)View decision -
Decision Reference DRN2384614
9 Jan 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr A complains that The Royal Bank of Scotland Plc (“RBS”):-Failed to update his address and then sent a replacement credit card to his old address.- Failed to return his calls or respond to his requests for telephone call transcripts in a reasonable amount of time.-Unfairly pursued hi... (3 pages)View decision -
Decision Reference DRN9952710
14 Jun 2019 Capquest Debt Recovery Limited Not upheldBanking and creditMiss C complains that Capquest Debt Recovery Limited obtained a County Court Judgment (CCJ) for a debt she says she’s already settled. She wants the CCJ set aside and the entry removed from her credit file.backgroundMiss C tells us that several years ago she fell into ... (3 pages)View decision -
Decision Reference DRN4226469
7 Feb 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr Q and Miss R complain that Legal & General Partnership Services Limited gave unsuitable advice when it recommended a mortgage. They are represented by a claims management company (CMC). backgroundMr Q and Miss R sought advice from Legal & General in 2007. At that time they ... (2 pages)View decision -
Decision Reference DRN-4873972
30 Oct 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4873972 The complaint Miss B complains that Oakbrook Finance Limited, trading as Likely Loans, sold her debt and has reported incorrect markers on her credit file. What happened Miss B took a loan out with Oakbrook in February 2021. She contacted Oakbrook in April 2023 because her c... (3 pages)View decision -
Decision Reference DRN7667944
18 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMs M has complained that Lloyds Bank PLC instructed debt collectors to recover a debt from her she didn’t owe and recorded incorrect information about it on her credit file.backgroundIn December 2018 Ms M started to receive telephone calls from a debt collection company. She was told the c... (2 pages)View decision -
Decision Reference DRN7236165
14 May 2014 HFC Bank Limited UpheldPayment protection insurance (PPI)Mr J brought his complaint to this service as he was unhappy with the way HFC Bank Limited (“HFC”) had indicated it would refund the compensation it had offered for a mis-sold PPI policy. HFC later made further offers and Mr J became confused as to how HFC had calculated the different fi... (4 pages)View decision -
Decision Reference DRN4950883
7 Aug 2014 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a mortgage Mr F formerly held with Bank of Scotland plc trading as Halifax. Mr F, who is represented by his sister Mrs G, complains that Halifax lent him money he could not afford to repay, and took possession proceedings against him rather than take money from hi... (2 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