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
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Decision Reference DRN2015299
20 Dec 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr P complains that he wasn’t provided with satisfactory information about his debt management plan (“DMP”), which was sold to him by a third party (“T”). The DMP was then passed to Harrington Brooks (Accountants) Limited, trading as Harrington Brooks Debt Management, (... (2 pages)View decision -
Decision Reference DRN3295054
6 Jul 2017 Barclays Bank Plc Not upheldBanking and creditMs H complains Barclays Bank Plc (trading as Barclaycard) offset a credit card debt and then deleted the credit card account, proving it never existed. Ms H wants the bank to refund over £3,200 that it previously offset.Ms H has a number of other concerns about the way... (3 pages)View decision -
Decision Reference DRN5162724
27 Dec 2018 HSBC UK Bank Plc Not upheldBanking and creditMr L has complained that HSBC Bank Plc told him a debt he owed it had been written off but then sold the debt to a third party.backgroundAt the beginning of 2013 Mr L had a current account and a loan with HSBC. It wanted him to repay an outstanding overdraft on... (2 pages)View decision -
Decision Reference DRN-4526693
28 Dec 2023 POLICY EXCESS INSURE LTD UpheldInsuranceDRN-4526693 The complaint Ms M has complained about POLICY EXCESS INSURE LTD (PEX). She isn’t happy that it auto renewed her roadside assistance policy and failed to cancel it upon request. What happened Ms M had a roadside assistance policy through PEX which it looked to auto renew in Jan... (2 pages)View decision -
Decision Reference DRN-3594094
12 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3594094 The complaint Mr D complained that Barclays Bank UK PLC (“Barclays”) didn’t send persistent debt letters and didn’t provide him with information he requested about his credit card account. What happened Mr D had a credit card with Barclays since around 2015. For some years he m... (3 pages)View decision -
Decision Reference DRN4423482
8 Mar 2017 Baines & Ernst Limited Not upheldBanking and creditMr and Mrs B complain, in summary, that Baines & Ernst Limited, (“BEL”), didn’t providethem with appropriate information when they entered into a debt management plan (“DMP”)with it. The complaint is brought to this service on Mr and Mrs B’s behalf by a claimsman... (5 pages)View decision -
Decision Reference DRN3631501
19 Sep 2017 HSBC Bank plc Not upheldBanking and creditMs S complains that HSBC Bank is pursuing her for money she doesn’t owe.backgroundMs S had an attachment of earnings order on her wages, which meant that money was taken directly from her salary to pay off a debt from a loan she took out with HSBC many years ago. ... (2 pages)View decision -
Decision Reference DRN6085022
8 Jun 2017 MBNA Limited Not upheldBanking and creditMs K complains that MBNA Limited has reported a default on her credit card in 2012 incorrectly. She also says it failed to update her address details.backgroundMs K had a credit card with MBNA. She found herself in financial difficulties in early 2012 and made n... (2 pages)View decision -
Decision Reference DRN1342950
4 Jun 2015 Specialist Mortgage Services Limited Not upheldBanking and creditMr L complains about the way in which Specialist Mortgage Services Limited has dealt with the recovery of an outstanding debt. backgroundMr L sold his property, mortgaged to ‘lender 1’, in 2009 for less than the mortgage balance. He thought that lender 1 had written o... (1 page)View decision -
Decision Reference DRN4766222
13 Jan 2015 Clydesdale Bank Plc Not upheldBanking and creditMr and Mrs C complain about the customer service they received from Clydesdale Bank Plc (trading as Yorkshire Bank) in relation to a debt they owe under a personal guarantee.backgroundMr and Mrs C are former directors of a company that I’ll refer to as “A”. A was dissolved in June 2014.I... (2 pages)View decision