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 DRN7783859
16 Oct 2017 Telefonica UK Limited Not upheldBanking and creditIn summary, Mr R has complained about how Telefonica UK Limited has dealt with a dispute he’s had with it. In particular he’s unhappy that it referred a debt in relation to one of his accounts to a debt collection agency.backgroundMr R had 2 accounts with Telefonica. ... (2 pages)View decision -
Decision Reference DRN6557852
27 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs G say that Lloyds Bank PLC has not helped them with their financial situation. This has led to a large debt now being owed.background Some of the issues being complained of are some ten years old. Mr and Mrs G’s complaint is that had Lloyds acted differen... (3 pages)View decision -
Decision Reference DRN-4142503
2 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4142503 The complaint Mr J complained that Barclays Bank UK PLC (trading as Barclaycard) increased his monthly minimum credit card payment without his consent and without warning him. He is also unhappy with the way it has handled his complaint. What happened In March 2021, Mr J took a... (4 pages)View decision -
Decision Reference DRN5133690
19 Sep 2018 National Westminster Bank Plc Not upheldBanking and creditMr C complains that National Westminster Bank Plc (NatWest) took money from his bank account to pay off a credit card debt without warning. He says the money was not his and it left him unable to pay some priority debts.backgroundIn January 2018, NatWest transferr... (4 pages)View decision -
Decision Reference DRN8860660
3 Feb 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditThis complaint is about some debts Mr and Mrs F used to have with The Royal Bank of Scotland Plc (“RBS”). Mr and Mrs F are unhappy that RBS won’t refund to them directly the sum due under a remediation exercise. Instead, it has set off that amount against the shortfall that arose when Mr a... (3 pages)View decision -
Decision Reference DRN7948620
13 Mar 2015 Marlin Financial Services Limited UpheldBanking and creditMiss D complains that Marlin Financial Services Limited did not tell her that it received overpayments on her account. It then refunded the money to her debt management company, despite the fact that she asked it to send the money to her.backgroundMiss D was making... (1 page)View decision -
Decision Reference DRN2772492
22 Jun 2017 MBNA Limited Not upheldBanking and creditMrs F is complaining about the way MBNA Limited (MBNA) recorded information on her credit file. backgroundMrs F had a credit card with MBNA. In May 2009 she entered into a debt management plan after falling behind on her payments and, as part of this, MBNA acce... (2 pages)View decision -
Decision Reference DRN0864476
10 Apr 2018 Mortgage Express UpheldBanking and creditMr and Mrs Q complain about how Mortgage Express has treated them whilst they’ve had financial difficulties.backgroundMr and Mrs Q have a mortgage with Mortgage Express and they’ve been in financial difficulties for some time, with the arrears being capitalised in 2011 a... (4 pages)View decision -
Decision Reference DRN3854846
24 Jul 2014 Clydesdale Bank Plc Not upheldBanking and creditMr R complains that Clydesdale Bank Plc sold his credit card debt to two debt collection agencies and that as a result he has overpaid. background Mr R fell into arrears with his credit card debt and in 2005 the bank transferred the outstanding balance to its debt collection agents. Mr R... (1 page)View decision -
Decision Reference DRN8327966
9 Mar 2015 1st Credit Limited Not upheldBanking and creditMs F complains that 1st Credit Limited has recorded inaccurate information about her on her credit file.backgroundMs F had a credit card with a third party. She says her credit limit was £5,800.In 2009 Ms F says she got into financial difficulties and that the third party did not help h... (2 pages)View decision
