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 74386 results
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Decision Reference DRN4850363
23 Jun 2017 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr U has complained about the way National Westminster Bank Plc (NatWest) compensated him for the mis-sale of a payment protection insurance (PPI) policy.backgroundFrom 2004 to 2011, Mr U had a PPI policy on a credit card with NatWest. In 2016, he complained to them... (2 pages)View decision -
Decision Reference DRN1414075
20 Aug 2013 Nationwide Building Society Not upheldBanking and creditMrs H complains about Nationwide Building Society’s maladministration of her accounts. In particular she says that the society failed to carry out her instructions and cancel a number of regular monthly payments when she requested this in July 2012. She is unhappy about the effect of thi... (3 pages)View decision -
Decision Reference DRN5707146
8 Mar 2019 Creation Consumer Finance Ltd Not upheldBanking and creditMr M complains that Creation Consumer Finance Ltd provided him with poor service and hasn’t treated him fairly. He wants it to write off the remaining balance on his account.background The background to this complaint is set out in my provisional decision dated 21 ... (7 pages)View decision -
Decision Reference DRN-4427339
19 Feb 2024 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4427339 The complaint Ms B says Link Financial Outsourcing Limited, trading as Asset Link Capital (No.9) (who I’ll call Link) have been unreasonable to pursue her for debts that have been written off. What happened The details of this complaint are well known to both parties, so I won’... (2 pages)View decision -
Decision Reference DRN-3189724
31 Jan 2022 Experian Limited Not upheldConsumer CreditDRN-3189724 The complaint Mr K has complained about Experian Limited suggesting his address to debt collectors when they were tracing someone. What happened Both parties are most familiar with what happened, so I will summarise things in brief. This complaint revolves around a utility bill... (2 pages)View decision -
Decision Reference DRN-3027679
4 Oct 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3027679 The complaint Mr B is unhappy that Lloyds Bank PLC sent him a letter advising that his account is considered as being in a state of persistent debt. What happened Mr B received a letter from Lloyds which stated that his account was considered as being in a state of persistent d... (2 pages)View decision -
Decision Reference DRN-3215653
15 Feb 2022 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-3215653 The complaint Miss A complains that it isn’t fair for The Royal Bank of Scotland Plc (RBS) to use her Payment Protection Insurance (PPI) compensation to reduce a debt because she considers it was written-off when her protected trust deed ended. What happened During 2003 Miss A ... (3 pages)View decision -
Decision Reference DRN2044322
12 May 2015 Barclays Bank Plc Not upheldBanking and creditMrs F complains that Barclays Bank Plc (trading as Barclaycard) defaulted her account even though she had a repayment plan in place with them. They did not tell her they had sold her debt to a debt collection company. And she would like the adverse entry removed fr... (2 pages)View decision -
Decision Reference DRN-4622267
20 Aug 2024 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4622267 The complaint Mr R complains that Link Financial Outsourcing Limited trading as Link Financial forged a notice of assignment (NOA). What happened Mr R has an outstanding debt which was originally owed to a business I will refer to as T. In July 2023, T assigned the debt to a... (2 pages)View decision -
Decision Reference DRN-2064033
31 Aug 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-2064033The complaintMr P complains about what happened after Nationwide Building Society took the agreed overdraft off his current account. He said that the account was defaulted, even though he was making payments, which he said he’d agreed with Nationwide. What happenedMr P had an ac... (3 pages)View decision
