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 74313 results
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Decision Reference DRN-3755365
28 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3755365 The complaint Mr M is unhappy that Santander UK Plc defaulted his account and passed his overdraft over to a debt collection agency. What happened Mr M had a current account with Santander, which had an arranged overdraft facility. In April 2020, Santander wrote to Mr M to let ... (3 pages)View decision -
Decision Reference DRN-2871051
5 Jul 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2871051 The complaint Mr S complains that Lloyds Bank PLC (Lloyds) defaulted his credit card and overdraft. What happened Mr S had an overdraft limit of £2,000. In June 2019, Lloyds demanded repayment of it with the balance £2,136.62 debit. He had a credit card with a limit of £3,150. ... (3 pages)View decision -
Decision Reference DRN1678374
21 Oct 2015 Kapama Limited Not upheldBanking and creditMr P has complained that Kapama Limited has unfairly recorded defaults against his credit file.backgroundMr P had a debt with a third party. This was later passed to Kapama. Mr P has complained that: he never owed money to Kapama (or its debt collectors); two defaul... (2 pages)View decision -
Decision Reference DRN6470569
6 Apr 2017 MKDP LLP Not upheldBanking and creditMr B complains that there was no contract between MKDP LLP and himself, and that MKDP sold his debt onto a party (“C”) that wasn’t regulated by the Financial Conduct Authority (“FCA”).backgroundMr B had a current account with a bank (“H”). He said that H had failed t... (2 pages)View decision -
Decision Reference DRN2314955
15 Jul 2015 MBNA Limited Not upheldBanking and creditMr B complains that MBNA Limited (“MBNA”) is holding him responsible for the balance due on a credit card he didn’t apply for.backgroundIn August 2005 MBNA approved a card application in Mr B’s name. It transpired that Mr B himself hadn’t made the application, but hi... (2 pages)View decision -
Decision Reference DRN6394035
29 Oct 2013 Hillesden Securities Limited Not upheldBanking and creditMrs E wants Hillesden Securities Limited to discontinue collection activity on a debt she says is unenforceable. Mrs E also says Hillesden has harassed her. Mrs E is represented in this complaint by Mr J. References to Mrs E should be taken to include submissions made by her representa... (2 pages)View decision -
Decision Reference DRN9081055
10 Jul 2015 National Westminster Bank Plc Not upheldBanking and creditMr S feels that National Westminster Bank Plc (Natwest) hasn’t treated him fairly over a fraudulent account set up in his name and the issues stemming from it. backgroundMr S was written to by a debt recovery company and informed of a debt he’d never heard of in ... (2 pages)View decision -
Decision Reference DRN-2347508
8 Mar 2021 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-2347508 The complaint Mr B has complained that Cabot Credit Management Group Limited are chasing him for a debt that he doesn’t recognise and for which they don’t have the original agreement. What happened This complaint is about an unsecured bank loan from 1998, which defaulted and wa... (2 pages)View decision -
Decision Reference DRN-5674035
2 Sep 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5674035 The complaint Mr T’s representative has complained, on his behalf, about the advice Mr T received from Citrus Financial (an appointed representative of Quilter Financial Services) when it recommended he transfer two defined benefit pension plans to a personal pension arrange... (13 pages)View decision -
Decision Reference DRN0762673
29 Sep 2016 Harrington Brooks (Accountants) Limited UpheldBanking and creditMrs M has complained Harrington Brooks (Accountants) Limited, trading as Harrington Brooks Debt Management, didn’t manage her debt management plan properly. She also doesn’t believe she was given the right advice when it started in 2009.Mrs M is represented by a claims m... (4 pages)View decision
