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 71523 results
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Decision Reference DRN2889901
30 Sep 2015 Express Gifts Ltd Not upheldBanking and creditMr M complains that Express Gifts Ltd (trading as Studio) has not taken proper account of his financial difficulties when dealing with his debt to the company.backgroundDuring 2014 Mr M bought some items on credit from Studio’s catalogue. He made the first two payments. ... (2 pages)View decision -
Decision Reference DRN1727577
7 Nov 2017 HSBC Bank plc Not upheldBanking and creditMr M complains that the debt that he owes to HSBC Bank plc is unenforceable because it hasn’t sent him annual account statements.backgroundMr M had credit agreements with HSBC and it says that he owed it £22,878.52 and £2,168.88 in 2003. The accounts were then defaulted ... (2 pages)View decision -
Decision Reference DRN4526182
10 Mar 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMr G complains that Lowell Portfolio I Ltd (the business) is chasing him for a debt that is not his.backgroundMr G says that the debt the business is chasing him for is not his. He says that he was a victim of identity fraud around the time the activity on this account happened. He sa... (2 pages)View decision -
Decision Reference DRN8172715
2 Oct 2019 The Royal Bank of Scotland Plc UpheldBanking and creditMrs G complains that The Royal Bank of Scotland Plc (RBS) sold her credit card account to another business which she thinks it shouldn’t have done because of her ongoing mental health issues.backgroundThe background to this complaint, and my initial conclusions, were set out in my provisio... (5 pages)View decision -
Decision Reference DRN6870023
15 May 2014 MBNA Limited Not upheldBanking and creditMr W complains that MBNA Limited is holding him responsible for debts under two credit card accounts. Mr W says he did not apply for one of the accounts and should only be responsible for the other as from the date the last payment was made (in November 2012). Mr W wants MBNA to write t... (2 pages)View decision -
Decision Reference DRN4821020
19 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMr M complains that National Westminster Bank Plc is chasing him for a debt it had agreed to write off. He asks that it writes off all or most of the debt.background Mr M gave a personal guarantee for the debts of a limited company. The company went into receiversh... (2 pages)View decision -
Decision Reference DRN1554357
17 Oct 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMrs G complains that Debt Connect (U.K.) Limited has mis-managed a debt management plan (‘DMP’) she had with it. In summary she says it failed to pass all her payments on to creditors and that it is holding on to money which was intended to settle some of her debts.backgroundMrs G had ... (2 pages)View decision -
Decision Reference DRN-2400784
4 Jan 2021 Lowell Financial Ltd Not upheldConsumer CreditDRN-2400784 The complaint Mr H complains about the treatment he has received from Lowell Financial Limited (“Lowell”) in respect of three credit card debts purchased by it, two in respect of two credit cards issued by a business that I will call C and one in respect of one credit card issu... (3 pages)View decision -
Decision Reference DRN5366482
15 Feb 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs P isn’t happy with how Capital One (Europe) plc (‘Capital One’) has offered to resolve a complaint about a payment protection insurance (‘PPI’) policy attached to a credit card. backgroundMrs P took out a credit card in 2005. At the same time a PPI policy was ... (4 pages)View decision -
Decision Reference DRN1697922
28 Nov 2018 Santander UK Plc Not upheldBanking and creditMiss D complains that Santander UK Plc lent her money she couldn’t pay back. Miss D has been supported in her complaint by her father, Mr D. background Mr D said that Santander had allowed Miss D to run up credit card debt of £6,000. He said that Santander had kept... (3 pages)View decision
