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 DRN6788184
27 Jan 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMr T complains that Lowell Portfolio I Limited (“LPL”) failed to register and acknowledge his complaint to it.background Mr T had a credit card debt with a third party (“D”). D defaulted his account in November 2006. LPL bought the debt from D in 2008. It wrote to Mr T several times in 2... (2 pages)View decision -
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-3388972
9 Jun 2022 National Westminster Bank Plc Not upheldConsumer CreditDRN-3388972 The complaint Ms M complains that National Westminster Bank Plc (“NatWest”) lent irresponsibly to her on three occasions. What happened Ms M says she took out three loans with NatWest and believes they were never affordable for her. She took out a loan in March 2016 of £10,750 ... (4 pages)View decision -
Decision Reference DRN-4886371
3 Jul 2024 Santander UK Plc Not upheldConsumer CreditDRN-4886371 The complaint Mrs O complains that Santander UK Plc irresponsibly agreed loans for her. What happened Santander agreed two loans for Mrs O. The first was taken out in November 2021, the second in May 2022. I’ve summarised some of the information Santander provided about these l... (4 pages)View decision -
Decision Reference DRN7667944
18 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMs M has complained that Lloyds Bank PLC instructed debt collectors to recover a debt from her she didn’t owe and recorded incorrect information about it on her credit file.backgroundIn December 2018 Ms M started to receive telephone calls from a debt collection company. She was told the c... (2 pages)View decision -
Decision Reference DRN7481408
17 Jul 2013 HSBC Bank plc Not upheldBanking and creditsummary of complaintMr D complains that HSBC Bank plc are holding him personally liable for an outstanding debt on a home management current account. Mr D previously held this account jointly with his late ex-wife, Mrs B. background In 1983 Mr D opened a joint account with the late ... (2 pages)View decision -
Decision Reference DRN2462713
26 Jun 2018 Lloyds Bank PLC UpheldBanking and creditMs R complains about a personal loan she took out with Lloyds Bank PLC. She says it was mis-sold and that Lloyds didn’t treat her fairly when she experienced financial difficulty.backgroundIn 2010, Ms R took out a personal loan with Lloyds. She later experienced financ... (3 pages)View decision -
Decision Reference DRN8631419
13 Feb 2019 MBNA Limited UpheldPayment protection insurance (PPI)Ms R complained about the amount of compensation MBNA Limited (MBNA) offered to settle her complaint about a mis-sold payment protection insurance (PPI) policy which was associated with her store card.backgroundMs R complained she had been mis-sold a PPI policy with her... (4 pages)View decision -
Decision Reference DRN-3260481
1 Mar 2022 NCO Europe Limited Not upheldBanking and PaymentsDRN-3260481 The complaint Mr T complains that NCO Europe Limited didn’t clearly explain that it would apply a default to his account after he wasn’t able to repay the outstanding balance. Mr T says that the situation was further confused by the fact that he was also speaking to the busines... (3 pages)View decision -
Decision Reference DRN-2552382
3 Feb 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2552382 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) won’t write off his outstanding credit card debt, and it should do so given his current health and financial position. What happened Vanquis ‘sold’ Mr H’s debt to a third party in late 2019. It then ‘purchased’ ... (3 pages)View decision
