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 70252 results
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Decision Reference DRN-4168153
29 May 2024 Jarvis Investment Management Limited Not upheldInvestmentsDRN-4168153 The complaint Mr P represents his business (a partnership held with his brother) in bringing this complaint. He says Jarvis Investment Management Limited (‘JIML’) has acted unreasonably in relation to the business’s share dealing account, which was allowed to incur debts on ove... (7 pages)View decision -
Decision Reference DRN0176743
8 May 2014 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc (trading as first direct) is not responding reasonably to his financial difficulties. He wants it to refund charges applied to his account, to stop placing a charging order on his property, and to agree an affordable settlement. backgroundMr A fell into... (2 pages)View decision -
Decision Reference DRN3731965
20 Jun 2016 Santander UK Plc Not upheldBanking and creditMiss T complains that Santander UK Plc wants her to pay money that she doesn’t owe. She wants Santander to refund the payments her father made without her knowledge or permission.backgroundMiss T opened an account with Santander (previously Alliance & Leicester). In ... (3 pages)View decision -
Decision Reference DRN-4358308
28 Sep 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4358308 The complaint In summary, Mr L complains that his former credit card provider, Vanquis Bank Limited sold a debt he had with it to a third-party. He doesn’t have any confidence in the third-party company that now owns the debt or the company that is being used to manage the acco... (2 pages)View decision -
Decision Reference DRN9731708
18 Nov 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr M is unhappy with how Royal Bank of Scotland Plc (RBS) has used the compensation it offered to settle his complaint about the mis-sale of a number of payment protection insurance (PPI) policies.backgroundMr M complained about PPI sold to him with a number of loans... (3 pages)View decision -
Decision Reference DRN-1687403
27 Jul 2020 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-1687403 The complaintMr U complains that Vanquis Bank Limited acted irresponsibly by increasing his limit on his credit card account, when he was showing signs of having financial difficulties. What happenedIn 2012, Mr U took out a credit card account with Vanquis. He had a credit lim... (3 pages)View decision -
Decision Reference DRN8932553
20 Jul 2017 Debitum Limited UpheldBanking and creditMr K’s complained about a debt management plan he entered into with Debitum Limited. He’s unhappy that despite paying £200 a month, only some of this was being passed to his creditors. And in the end his debts weren’t cleared.backgroundMr K entered into a debt ma... (3 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 DRN-4650759
27 Mar 2024 PRA Group (UK) Limited Not upheldBanking and PaymentsDRN-4650759 The complaint Mr B complains that PRA Group (UK) Limited trading as PRA Group is attempting to collect an unenforceable debt. What happened In 2017 PRA Group acquired a credit card debt of £7,590.70 from a business I’ll refer to as B. Notices of Assignment were issued by both P... (2 pages)View decision -
Decision Reference DRN8532648
16 Jan 2017 Marks & Spencer Financial Services plc UpheldBanking and creditMr B has complained that Marks & Spencer Financial Services Plc (‘M&SFS’) is chasing him for a debt he should no longer owe.backgroundMr B owed money to M&SFS. As he was experiencing financial difficulties, he entered into a debt management plan with it... (2 pages)View decision
