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 77095 results
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Decision Reference DRN7495784
17 Sep 2014 Barclays Bank Plc Not upheldBanking and creditMrs D complained because Barclays Bank PLC is pursuing her for debts on a joint account held with her husband. Mrs D and her husband are in the process of divorcing. Mrs D says that the account was only ever used by her husband, and she wants to be removed from the account, and from ... (3 pages)View decision -
Decision Reference DRN-1385799
7 Dec 2020 Hoist Finance UK Limited Not upheldBanking and PaymentsDRN-1385799 The complaint Mr S makes a number of complaints about Hoist Finance UK Limited following the sale of a debt to it. Mr S is represented by a business I will call “L”. What happened Mr S says Hoist has failed to provide either him or his representative information he would like t... (2 pages)View decision -
Decision Reference DRN9276359
9 Feb 2015 Bournes Limited UpheldBanking and creditMr Q has complained that Bournes Limited, trading as Bournes Debt Solutions, sold him a debt management plan he didn’t need. He is also concerned that they didn’t pass on the payments he made to them and didn’t tell him what would happen to his credit file when he entered a debt manageme... (2 pages)View decision -
Decision Reference DRN4348677
11 Jul 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMr N complains about Cabot Financial (Europe) Limited (“Cabot”). He says that they unfairly pursued him over a settled debt between 2006 and 2017. Mr N therefore thinks that Cabot owes him money. backgroundIn February 2005 Mr N took on a loan with a different bank, whi... (3 pages)View decision -
Decision Reference DRN-2963045
20 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2963045 The complaint Mr C complains that NewDay Ltd trading as Aqua failed to update Mr C’s credit file once the outstanding balance on his credit card was repaid in full. What happened Mr C had an Aqua credit card which was included in a debt management programme. In July 2017 the de... (2 pages)View decision -
Decision Reference DRN-3095996
8 Oct 2021 BW Legal Services Limited Not upheldConsumer CreditDRN-3095996 The complaint Miss C complains BW Legal Services Limited, trading as BW Legal, are asking her to repay a debt for a loan which has been written off. She doesn’t think they should contact her any further. What happened I issued a provisional decision on 16 September 2021, settin... (5 pages)View decision -
Decision Reference DRN2552860
13 Feb 2015 Cabot Financial (Europe) Limited Not upheldBanking and creditMr F complains that Cabot Financial (Europe) Limited breached various regulations when it took action to collect a debt from him, including commencing legal proceedings. backgroundCabot bought the debt from a bank that had originally lent Mr F money through a credit card agreement. But ... (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 DRN-3804187
14 Nov 2022 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3804187 The complaint Mr H complains that The Royal Bank of Scotland Plc unfairly closed his account causing a default and reported this information to the credit reference agencies. What happened RBS carried out a review of accounts held by Mr H and decided to close them, giving him s... (3 pages)View decision -
Decision Reference DRN6375836
11 Sep 2015 CitiFinancial Europe Plc UpheldBanking and creditMr H complains that CitiFinancial Europe Plc (CFE) added interest and charges to his debt after he had entered into a debt management plan (DMP). our initial conclusionsThe adjudicator recommended that the complaint should be upheld. She considered that the debt management company (D... (2 pages)View decision