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
-
Decision Reference DRN8005868
16 Jun 2016 John Lewis Financial Services Limited Not upheldBanking and creditMrs H complains that John Lewis Financial Services Limited (“John Lewis”) has not treated her fairly in that it appointed a debt collection agent who has treated her insensitively and caused her distress by wrongly demanding increased repayments towards her debt. She a... (3 pages)View decision -
Decision Reference DRN1260491
5 Aug 2015 Clear View Finance Limited UpheldBanking and creditMr W complained Clear View Finance Limited didn’t pass on his money to his creditors.backgroundMr W took out a debt management plan in 2012. He agreed to pay Clear View £112 per month and they would share £87 amongst his seven creditors. Mr W found this wasn’t hap... (2 pages)View decision -
Decision Reference DRN3167360
8 Nov 2016 Butler-Do Ltd Not upheldBanking and creditMs B has complained Butler-Do Ltd, trading as Kensington Financial Management Consultants Ltd, didn’t manage her debt management plan properly. She also doesn’t believe she was given the right advice when it started in 2011.Ms B is represented by a claims management ... (2 pages)View decision -
Decision Reference DRN-5052332
15 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5052332 The complaint Miss M says Lloyds Bank PLC irresponsibly lent to her. Her complaint has been brought through a representative but for ease I will refer solely to Miss M in this decision. What happened Miss M applied for £3,000 of overdraft facility across two current accounts... (3 pages)View decision -
Decision Reference DRN2765366
10 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr G complains that HSBC Bank Plc did not settle his companies’ debts in accordance with his wishes. As a result he is being chased for payment under a personal guarantee. He asks that the debt is written off.background Mr G was a director of two limited companies. He gave personal guara... (2 pages)View decision -
Decision Reference DRN-5319227
7 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5319227 The complaint Mrs R complains about the level of service she received from Barclays Bank UK PLC trading as Barclaycard (Barclays). What happened Mrs R held a Barclays credit card. In 2019, Mrs R contacted Barclays to explain that she was experiencing financial difficulties. ... (5 pages)View decision -
Decision Reference DRN3033500
27 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr W complains that his National Westminster Bank Plc credit card was used without authorisation.backgroundMr W says that a £640 payment was taken from his account using his credit card on 11 April 2016. He says he didn’t authorise the payment. The card was taken f... (2 pages)View decision -
Decision Reference DRN-4865418
24 Jun 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4865418 The complaint Mr B complains that Brent Shrine Credit Union Limited trading as My Community Bank was irresponsible in its lending to him. He wants all interest fees and charges removed from his loan so that he is only liable for repaying the amount borrowed. What happened Mr B ... (5 pages)View decision -
Decision Reference DRN-3747478
12 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3747478 The complaint Mrs A complains that NewDay Ltd acted irresponsibly when it increased the credit limit on her credit card. What happened Mrs A had a credit card account with NewDay. She says she was experiencing significant financial difficulties and was on a debt management plan... (6 pages)View decision -
Decision Reference DRN4619276
27 Sep 2016 My Money Management Limited UpheldBanking and creditMs O has complained My Money Management Limited, trading as My Money Group, didn’t pay one of her creditors when she had a debt management plan with them.backgroundMs O took out a debt management plan with My Money Group (MMG) in 2013. She paid them £200 a month and... (2 pages)View decision