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 74313 results
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Decision Reference DRN-3072648
29 Sep 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3072648 The complaint Mr B complains that after his account with Bank of Scotland plc (“BoS”) was closed and the debt sold, payments made to the account were forwarded on to the debt collection business that BoS sold the debt to. Mr B says the money should’ve been returned to the sende... (3 pages)View decision -
Decision Reference DRN6991513
11 Jul 2013 Mackenzie Hall Limited Not upheldBanking and creditMr A complains about being pursued for a debt by Mackenzie Hall Limited as he believes it did not have the authority to contact him.backgroundThe adjudicator did not recommend the complaint be upheld. She referred to a separate case where she had already explained why Mackenzie Hall had... (2 pages)View decision -
Decision Reference DRN-3693377
21 Nov 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3693377 The complaint Ms C complains that Barclays Bank UK PLC trading as Barclaycard didn’t add 8% compensatory interest to her refund. What happened Ms C received a refund form Barclaycard due to interest and fees that were incorrectly applied to her account. Ms C says that the refun... (2 pages)View decision -
Decision Reference DRN5850967
10 Feb 2016 Santander UK Plc UpheldBanking and creditMrs W complains about Santander UK plc giving her inadequate and confusing information on arrangements to pay debts on her accounts, and about how it dealt with her complaint.backgroundMrs W had a reduced payment arrangement to pay off arrears on four accounts which... (2 pages)View decision -
Decision Reference DRN5105019
15 Mar 2019 Lloyds Bank PLC Not upheldBanking and creditMrs H and Mr H complain that Lloyds Bank PLC is pursuing Mrs H for a debt taken out on behalf of Mr H’s business account. Mrs H says she isn’t a partner of the business or the bank account and therefore shouldn’t be liable. Mrs H in particular thinks Lloyds Bank... (3 pages)View decision -
Decision Reference DRN4023177
6 Feb 2014 HSBC Bank plc Not upheldBanking and creditMs E complains that HSBC Bank Plc failed to communicate with her for long periods about repayment of a debt she had guaranteed and then imposed an unrealistic deadline for her to sell her home. She wanted the bank to allow a realistic time frame to sell her home, to accept liability... (2 pages)View decision -
Decision Reference DRN-3760863
1 Nov 2022 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-3760863 The complaint Miss A is unhappy that Creation Consumer Finance Ltd trading as Creation (“Creation”) sold her outstanding debt to another business without telling. In doing so, they transferred a higher debt than the settlement figure she’d previously been given. What happened I... (3 pages)View decision -
Decision Reference DRN-2414588
16 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2414588 The complaint Mr J complains that NewDay Ltd has refused to lower the interest rate on his credit card following a letter it sent him concerning persistent debt. What happened Mr J opened his credit card account with NewDay in June 2016. In May 2020 NewDay wrote to Mr J to expl... (3 pages)View decision -
Decision Reference DRN8787868
16 May 2014 CitiFinancial Europe Plc Not upheldBanking and creditMs S complains about her credit card debt and says CitiFinancial Europe Plc should write it off because it is over eight years since a default was registered on her account. She also complaints about the way the bank has pursued her for repayment.backgroundThe adjudicator did not reco... (1 page)View decision -
Decision Reference DRN3769195
4 Aug 2015 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mr R complained he was mis-sold payment protection insurance (PPI) with a loan with Capital One (Europe) plc (Capital One).backgroundMr R took out a loan with Capital One in 2005 (first loan), he refinanced this loan with a new loan in 2006 (second loan) and borrowed... (2 pages)View decision
