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 70252 results
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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 DRN0922673
26 Mar 2015 MEM Consumer Finance Limited Not upheldBanking and creditMiss C has complained that MEM Consumer Finance Limited, trading as Payday UK, placed a default on her credit record without ever telling her. This meant that she had no opportunity to pay her debt and avoid the default.backgroundMiss C borrowed £250 from Payday UK ... (2 pages)View decision -
Decision Reference DRN4036739
8 May 2019 Retail Money Market Ltd UpheldBanking and creditMr M complains that Retail Money Market Limited, trading as RateSetter, (“RMM”), didn’tcarry out adequate affordability checks before he received a loan he couldn’t afford to repay.Mr M also complains that RMM wrongly pursued him for debt after it had been told he ... (6 pages)View decision -
Decision Reference DRN0834729
8 Aug 2013 Spreadex Limited Not upheldInvestment and pensionsMr F has complained that Spreadex Limited failed to remove a credit limit from his account after he had made it clear that he had a gambling problem. The removal of the credit limit was one of the conditions Mr F wanted to be met if he was to repay the deficit on his account. Mr F... (4 pages)View decision -
Decision Reference DRN-3228706
20 Jan 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3228706 The complaint Mr H complains that Madison CF UK Limited trading as 118118 Money (“MCF”) failed to provide him with a settlement figure on his loan following his request in September 2017. What happened Mr H was given a loan by MCF in June 2017. He borrowed £3,500 and agreed to ... (3 pages)View decision -
Decision Reference DRN4060655
7 Aug 2017 Lloyds Bank PLC Not upheldBanking and creditMr A says that when Lloyds Bank plc sold his debt onto a credit management company it hadn’t correctly worked out what he still owed.backgroundMr A had a current account with Lloyds. In 2002, 2004 and 2005 he also took out loans with the bank. Mr A stopped making ... (3 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 DRN-5247925
26 Feb 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5247925 The complaint Mr F complains that The Royal Bank of Scotland Plc (RBS) did not provide the requested statement of account to prove the correct balance on his outstanding debt. What happened Mr F says he had an outstanding RBS debt that was passed to a debt collection agency... (2 pages)View decision -
Decision Reference DRN2141618
20 Jul 2016 Idem Capital Securities Limited Not upheldBanking and creditMiss M wants Idem Capital Securities Limited to correct her credit file, and compensate her for the trouble and upset its inaccurate information has caused.backgroundIdem bought Miss M’s debt from a third party in March 2012. There was a formal repayment arrangeme... (2 pages)View decision
