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 70370 results
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Decision Reference DRN3854549
20 Sep 2018 HSBC Bank plc UpheldBanking and creditMr M complains about how HSBC Bank Plc managed his credit card account in 2016 and 2017.backgroundMr M said that he’d got into some financial difficulties. He said that he’d spoken to HSBC about that in 2016, and it had agreed to freeze the interest on his credit c... (5 pages)View decision -
Decision Reference DRN4136741
14 Nov 2017 Capquest Debt Recovery Limited Not upheldBanking and creditMrs C complains that Capquest Debt Recovery Limited is pursuing her for a debt she doesn’t think she owes.backgroundMrs C complained to CDR about this matter. And, being unhappy with its response, she complained to this service.Our investigator thought Mrs C’s complaint ... (2 pages)View decision -
Decision Reference DRN6217209
20 Aug 2013 MBNA Limited Not upheldBanking and creditMs Q complains that MBNA Limited wrongly pursued her for repayment of a credit card debt and sold it to a third party collection agency when it had no right to do so. She says the debt is unenforceable as MBNA has been unable to provide her with the signed credit agreement and terms and... (2 pages)View decision -
Decision Reference DRN2233397
20 Oct 2016 Ulster Bank Ltd UpheldBanking and creditMr and Mrs M complain that Ulster Bank Ltd provided an overdraft facility that wasn’t appropriate or affordable. It didn’t explain the terms or provide adequate information. The charges were not reasonable. They ask that the charges are reduced to a fair level. Mr and... (3 pages)View decision -
Decision Reference DRN-3581811
23 Aug 2022 Moneyplus Group Limited Not upheldConsumer CreditDRN-3581811 The complaint Ms B complains she’s paid more on her debt management plan with MoneyPlus Group Limited than she actually owed at the beginning of the plan 17 years ago. What happened Ms B says she’s paid off more than her debts were, so thinks there shouldn’t be anything outstan... (3 pages)View decision -
Decision Reference DRN-2743606
23 Apr 2021 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2743606 The complaint Ms D complains Tesco Personal Finance plc (Tesco) have asked for financial information, already provided to them, before they will consider the repayment of her credit card account with them. What happened Mr J has complained to this service on behalf of Ms D and ... (3 pages)View decision -
Decision Reference DRN-2929539
26 Jul 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2929539 The complaint Mr W complains that Santander UK Plc (“Santander”) unfairly recorded a late payment on his credit file in July 2017. What happened Mr W holds an account with Santander. He took out a debt relief order in July 2017, which included the debt he had with regards to hi... (2 pages)View decision -
Decision Reference DRN-1711687
8 Sep 2020 Lowell Financial Ltd UpheldConsumer CreditDRN-1711687The complaintMr D complains that Lowell Financial Ltd sent misleading information when it took over ownership of his credit card debt. What happenedOn 23 September 2019 Lowell Portfolio I Ltd acquired a debt in Mr D’s name from the original lender. On 15 October 2019 Lowell Port... (2 pages)View decision -
Decision Reference DRN-3046887
14 Sep 2021 PRA Group (UK) Limited Not upheldConsumer CreditDRN-3046887 The complaint Mr F has complained about PRA Group (UK) Limited pursuing him for a debt. What happened This complaint is about an overdraft debt which defaulted in 2014, then was sold from the original creditor (“L”) to PRA Group in 2017. At the time, another company – “W” – was... (3 pages)View decision -
Decision Reference DRN-4301757
17 Jan 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4301757 The complaint Mr S complains The Royal Bank of Scotland Plc (RBS) closed his current account without telling him. Mr S is also unhappy that they’ve not properly supported him when he’s in financial difficulties. What happened Mr S unfortunately has a number of medical issues wh... (4 pages)View decision
