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 DRN8011239
15 Feb 2019 MBNA Limited Not upheldBanking and creditMr M complains he received threatening communications from MBNA Limited inferring he’s incurring charges and fees on his credit card and he’s concerned credit reference agencies may be told he’s in persistent debt. He wants compensation for the stress and worry he’... (2 pages)View decision -
Decision Reference DRN-5375414
6 Mar 2025 Elderbridge Limited UpheldMortgagesDRN-5375414 The complaint Mrs C has complained about how Elderbridge Limited has dealt with her secured loan account. She says Elderbridge’s recent actions were contrary to how her account should have been handled due to her bankruptcy in 2013. Mrs C is also unhappy with how Elderbridge... (5 pages)View decision -
Decision Reference DRN-2798335
15 Dec 2021 Bamboo Limited UpheldConsumer CreditDRN-2798335 The complaint Mr R says Bamboo Limited lent to him irresponsibly. What happened Mr R took out a guarantor loan over 36 months from Bamboo on 7 June 2018. It was for £6,000 and the monthly repayments were £292.17. The total repayable was £10,518.22. I understand the loan remains... (5 pages)View decision -
Decision Reference DRN3897876
20 Apr 2018 House & Home Care Limited Not upheldBanking and creditMs R complains that House & Home Care Limited, trading as Immediate Financial, mis-sold her a debt settlement program and this has had a detrimental effect on her. backgroundIn March 2010 Ms R signed up for a debt settlement program with Immediate Financial. She says... (3 pages)View decision -
Decision Reference DRN-4838232
6 Jun 2024 Topaz Finance Limited UpheldMortgagesDRN-4838232 The complaint Mr M complains that Topaz Finance Limited trading as Hyalite Mortgages is asking him to repay a shortfall debt which remains after the sale of his mortgaged property was used to pay off the rest of the debt. Mr M set out why he doesn’t think Hyalite should ask him... (4 pages)View decision -
Decision Reference DRN5240389
18 Sep 2019 The Royal Bank of Scotland Plc Not upheldInvestment and pensionsMr M has complained about a level term assurance (LTA) policy he was required to take out by The Royal Bank of Scotland Plc (“RBS”) in 1997 to cover the maximum allowable advance of £20,000 he could take under an Education Expenses Plan over 20 years.Specifically, Mr M says that he though... (4 pages)View decision -
Decision Reference DRN-3897937
24 Jan 2023 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-3897937 The complaint Mr W complains Capquest Debt Recovery Limited are pursuing him for a debt that isn’t his. What happened Capquest took ownership of an account from a lender – the account opened in July 2003. In July 2004, Capquest say the account defaulted and the outstanding bala... (4 pages)View decision -
Decision Reference DRN3033500
27 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr W complains that his National Westminster Bank Plc credit card was used without authorisation.backgroundMr W says that a £640 payment was taken from his account using his credit card on 11 April 2016. He says he didn’t authorise the payment. The card was taken f... (2 pages)View decision -
Decision Reference DRN0218182
1 Nov 2017 Bridgewater Support Solutions Ltd Not upheldBanking and creditMrs S complains that Bridgewater Support Solutions Limited, trading as DFH, didn’t tell her that she could claim a refund of interest and charges from short term lenders when it was advising her about a debt management plan. backgroundMrs S contacted DFH about her d... (2 pages)View decision -
Decision Reference DRN9142878
27 Mar 2015 Barclays Bank Plc Not upheldBanking and creditMr F and Mr and Mrs G, on behalf of the estate of the late Mrs F, complain that Barclays Bank PLC (trading as Barclaycard) failed to deal appropriately with Mrs F’s accounts when she was experiencing financial difficulty. They’d like Barclays to pay Mrs F’s estate ... (2 pages)View decision