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 70341 results
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Decision Reference DRN2674500
8 Aug 2014 HSBC Bank plc Not upheldBanking and creditMr D complains that HSBC Bank plc, trading as first direct, telephoned him about his account, including at work, despite being requested not to do so. He says that these calls were harassment, and he wants compensation for the distress and embarrassment he has been caused.backgroundMr D... (1 page)View decision -
Decision Reference DRN4965375
29 May 2013 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs M complain about the information they were given before they sold their property through National Westminster Bank Plc’s Assisted Voluntary Sale (AVS) scheme. background Mr and Mrs M took out a mortgage and other credit commitments with NatWest. By June 2011, their circu... (3 pages)View decision -
Decision Reference DRN8302408
3 Dec 2013 MBNA Limited Not upheldBanking and creditMrs A complains that MBNA Limited will not accept a payment from her of £269.50 in full and final settlement of her debt of £5,117.20. Mrs A says that MBNA did not tell her that it was not prepared to use the cheque to clear her loan when it cashed it. This meant that she thought MBNA... (2 pages)View decision -
Decision Reference DRN3801224
22 Jul 2015 MBNA Limited Not upheldBanking and creditMr M complains that MBNA Limited placed an incorrectly administered default on his account in 2011 and he feels it should’ve been registered in 2009 when he first disclosed he was in financial hardship. He also complains that MBNA’s commercial decision on when to def... (2 pages)View decision -
Decision Reference DRN1816948
31 Dec 2018 The Co-operative Bank Plc UpheldBanking and creditMr K complains about what The Co-operative Bank Plc (“Co-op”) did after he notified it of his ill health.backgroundMr K has a credit card account with Co-op. He told us that he’d notified Co-op about his ill health, which meant he wasn’t able to work. He said that Co... (2 pages)View decision -
Decision Reference DRN6616200
20 Jul 2015 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs M say National Westminster Bank Plc delayed giving them information about a debt it wanted repaying from Mr M2’s estate and this means the estate has made a financial loss.backgroundI’ve attached my provisional decision from June 2015, which forms part of ... (5 pages)View decision -
Decision Reference DRN-1525082
2 Mar 2020 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-1525082The complaintMr C complains that Lantern Debt Recovery Services Ltd is pursuing him for a debt that he doesn’t believe he’s liable for. What happenedMr C took out a loan with a lender I will refer to as ‘W’. In early 2019, W went into administration and the administrators sold M... (2 pages)View decision -
Decision Reference DRN5680287
15 Nov 2016 Debt Advisory Line Limited Not upheldBanking and creditMrs T, represented by a claims management company (CMC), complains that Debt Advisory Line Limited (the business) did not tell her about the free debt services available and did not manage her debt management plan (DMP) correctly.backgroundMrs T entered into a DMP m... (2 pages)View decision -
Decision Reference DRN5440524
31 Oct 2013 Bank of Scotland Plc UpheldBanking and creditMr H complains that, after telling the bank about his financial difficulties in 2007, Bank of Scotland plc has continued to pursue him for a debt he cannot repay in full and has now sold his account to an external organisation. He wants the bank to pursue him through the courts so he ca... (2 pages)View decision -
Decision Reference DRN2209265
3 Apr 2014 National Westminster Bank Plc Not upheldBanking and creditMr L complains that a debt collection agency, acting on behalf of National Westminster Bank Plc (“NatWest”), pursued him for a debt that was not his. The bank has offered compensation but Mr L says it is not enough. background In June 2013 a debt collection agency wrote to Mr L in pu... (2 pages)View decision
