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 DRN-2927209
24 Aug 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2927209 The complaint Mr H complains about a decision by National Westminster Bank Plc (“Nat West”) to close a credit card account he had with them due to it being in persistent debt. What happened The details of this complaint are well known to both parties, so I won’t repeat them aga... (2 pages)View decision -
Decision Reference DRN-4865418
24 Jun 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4865418 The complaint Mr B complains that Brent Shrine Credit Union Limited trading as My Community Bank was irresponsible in its lending to him. He wants all interest fees and charges removed from his loan so that he is only liable for repaying the amount borrowed. What happened Mr B ... (5 pages)View decision -
Decision Reference DRN1588403
5 Sep 2014 National Westminster Bank Plc Not upheldBanking and creditMr T complains that National Westminster Bank Plc has passed his account to a debt collection agent and is not pursuing a joint account holder for the debt.backgroundMr T took a loan in 2004 and a default was recorded in 2005. He agreed a repayment plan with NatWest for a 12 month per... (2 pages)View decision -
Decision Reference DRN-2138000
24 Sep 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2138000The complaintMr S complains that Santander UK plc didn’t remove him from a joint account he held with his ex-partner and he is now being chased for an outstanding debt on that account. What happenedIn May 2015, Mr S says he attended a branch of Santander with his ex-partner and ... (3 pages)View decision -
Decision Reference DRN-4479047
27 Nov 2023 Lowell Financial Ltd Not upheldConsumer CreditDRN-4479047 The complaint Mr M complains about the way that Lowell Financial Ltd (Lowell) has managed the collection of a debt in his name. What happened Lowell Portfolio I Limited bought an outstanding debt in Mr M’s name and appointed Lowell to manage it on its behalf. Mr M complained th... (3 pages)View decision -
Decision Reference DRN8903429
10 Aug 2018 HB Financial Solutions Ltd UpheldBanking and creditMiss S complains that HB Financial Solutions Limited, trading as Harrington Brooks DebtManagement, ("HB"), didn’t repay her creditors promptly and so caused delays in theupdating of her credit file which resulted in her being declined credit.background Miss S e... (4 pages)View decision -
Decision Reference DRN-3693332
17 Feb 2023 True Bearing Ltd Not upheldPensions and AnnuitiesDRN-3693332 The complaint Mr H complains that he was given unsuitable advice by True Bearing Ltd (True Bearing), trading as True Bearing Chartered Financial Planners, to transfer the benefits from his defined-benefit (DB) occupational pension scheme to a personal pension (PP) and withdraw ... (5 pages)View decision -
Decision Reference DRN-2602894
18 Mar 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2602894 The complaint Miss S complains that Bank of Scotland plc trading as Halifax (Halifax) lent to her irresponsibly. What happened Miss S opened a credit card with Halifax in April 2016 on an interest free deal. Her limits were as follows: Date Limit April 2016 £1000 June 2016 £150... (3 pages)View decision -
Decision Reference DRN-1372724
7 Oct 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1372724 The complaint Mr B has complained about the fees and charges Santander UK Plc (“Santander”) applied to his current account. He’s said he’s paid £1800 in charges and this caused financial distress. What happened Mr B complained to Santander in April 2019. Santander didn’t agree ... (3 pages)View decision -
Decision Reference DRN0746318
20 Oct 2016 Debitum Limited UpheldBanking and creditMrs and Mr W complain about the way Debitum Limited has managed a debt management plan and are unhappy about its poor customer service.backgroundMrs and Mr W entered into the debt management plan in July 2010. They say they’ve made the 54 contractual payments of £180. ... (2 pages)View decision
