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 71155 results
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Decision Reference DRN4660494
9 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr H and Mr J guaranteed the debts of a company C to HSBC Bank plc. They say that the way HSBC handled C’s accounts has increased the amount they owe under the guarantee.backgroundSome years ago Mr H and Mr J signed a joint guarantee of C’s debts to HSBC. When C went into administ... (2 pages)View decision -
Decision Reference DRN9195215
25 Jun 2013 HSBC Bank plc Not upheldBanking and creditMr W complains that HSBC Bank plc has taken unreasonable bank charges from his business account, which could have been avoided had the bank not cancelled a meeting to discuss the account. He wants all but £28 of the outstanding balance refunded and an agreement reached for the repayment... (2 pages)View decision -
Decision Reference DRN3565594
14 Sep 2015 Baines & Ernst Limited Not upheldBanking and creditMr L had a debt management plan (DMP) with Baines & Ernst Limited. He complains that it allocated his payments to the wrong account. So a county court judgment (CCJ) was issued against his wife. And a charging order may be issued against his home.backgroundMr L a... (2 pages)View decision -
Decision Reference DRN4348677
11 Jul 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMr N complains about Cabot Financial (Europe) Limited (“Cabot”). He says that they unfairly pursued him over a settled debt between 2006 and 2017. Mr N therefore thinks that Cabot owes him money. backgroundIn February 2005 Mr N took on a loan with a different bank, whi... (3 pages)View decision -
Decision Reference DRN9276359
9 Feb 2015 Bournes Limited UpheldBanking and creditMr Q has complained that Bournes Limited, trading as Bournes Debt Solutions, sold him a debt management plan he didn’t need. He is also concerned that they didn’t pass on the payments he made to them and didn’t tell him what would happen to his credit file when he entered a debt manageme... (2 pages)View decision -
Decision Reference DRN-2963045
20 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2963045 The complaint Mr C complains that NewDay Ltd trading as Aqua failed to update Mr C’s credit file once the outstanding balance on his credit card was repaid in full. What happened Mr C had an Aqua credit card which was included in a debt management programme. In July 2017 the de... (2 pages)View decision -
Decision Reference DRN0527928
10 Dec 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr O doesn’t think it’s fair for The Royal Bank of Scotland Plc (RBS) to use his payment protection insurance (PPI) compensation to reduce the debt from which he was discharged when his protected trust deed came to an end in 2011.backgroundIn October 2019 I issued my provisional decision. ... (5 pages)View decision -
Decision Reference DRN1963142
24 Jan 2017 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMiss B complains that Harrington Brooks (Accountants) Limited (“HB”) gave her unsuitable and misleading advice when entering into a debt management plan.A claims management company is representing Miss B in bringing her complaint. But for ease of reading, I’ll refer to ... (2 pages)View decision -
Decision Reference DRN-3760308
21 Oct 2022 Foundation for Credit Counselling Not upheldConsumer CreditDRN-3760308 The complaint Mrs R complains Foundation for Credit Counselling trading as StepChange have: Unreasonably and unlawfully delayed adding a debt to her existing Debt Management Plan (DMP). The conduct of StepChange’s staff throughout has been dismissive, patronising, and at time... (7 pages)View decision -
Decision Reference DRN3948950
11 Dec 2013 National Westminster Bank Plc Not upheldBanking and creditMrs R complains that National Westminster Bank Plc (“NatWest”) has not provided a copy of her original credit card agreement and refuses to write off her debt, when it agrees the agreement is unenforceable. backgroundMrs R took out a credit card with NatWest in 1992. In 2012 she as... (1 page)View decision
