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 DRN1116127
28 Feb 2014 Santander UK Plc Not upheldBanking and creditMiss A complains that Santander UK plc demanded repayment for a debt on her business account that she did not know she had. background Miss A’s business account had been dormant for some time with a small overdrawn amount. She then received a letter from Santander’s collection departme... (2 pages)View decision -
Decision Reference DRN8925729
23 May 2019 The Co-operative Bank Plc UpheldBanking and creditMrs G’s unhappy that The Co-operative Bank Plc cancelled her personal career development loan (“PCDL”) - even though she says she’d never missed a single payment - and sold it onto a debt collection agent. She wants the loan reinstated, her credit file amended, a wri... (3 pages)View decision -
Decision Reference DRN0536149
25 Apr 2017 Provident Personal Credit Limited Not upheldBanking and creditMr B complains that Provident Personal Credit Limited (trading as Satsuma Loans) mis-sold him a loan, and didn’t treat him fairly when he ran into financial difficulties.backgroundMr B took out a loan with Satsuma in April 2016. The loan was for £1,000, and was repay... (2 pages)View decision -
Decision Reference DRN-1962266
15 Oct 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1962266 The complaint S, a business, complains that National Westminster Bank Plc did not allow sufficient opportunity to reach a repayment arrangement before debt collectors were appointed. What happened S had borrowing with NatWest. The owner had personal borrowing which is being con... (3 pages)View decision -
Decision Reference DRN-2029076
23 Sep 2020 Indigo Michael Limited UpheldConsumer CreditDRN-2029076The complaintMr M complains that Indigo Michael Limited (trading as SafetyNet Credit (SNC)) lent to him irresponsibly. What happenedMr M was given a SafetyNet credit facility in August 2017. This was a running credit account where a consumer could either request funds up to thei... (4 pages)View decision -
Decision Reference DRN3711504
22 Oct 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr C complains about The Royal Bank of Scotland Plc, trading as NatWest (“NatWest”). He says that the business lent to him irresponsibly in two personal loans and an overdraft in 2014. He wants NatWest to refund the charges and interest he paid, and for statutory inter... (3 pages)View decision -
Decision Reference DRN6373213
6 Jan 2017 Moorgate Loan Servicing Limited Not upheldBanking and creditMr P complains that Moorgate Loan Servicing Limited should have recorded a default against him sooner.backgroundIn December 2011, Moorgate purchased Mr P’s debt from another company. There was a period of transition during the transfer process. Mr P’s account was fully ... (2 pages)View decision -
Decision Reference DRN9476435
25 Feb 2015 AIB Group (UK) Plc Not upheldBanking and creditMr G complains that AIB Group (UK) Plc (trading as First Trust Bank) wrongly issued a termination notice for his credit card account. When it reinstated the account it reduced his credit card limit.backgroundIn July 2014 First Trust received a letter from a debt management company say... (2 pages)View decision -
Decision Reference DRN5640303
18 Apr 2017 Baines & Ernst Limited Not upheldBanking and creditMrs G, represented by a complaints management company (CMC), complains that Baines & Ernst Limited (the business) mis-sold her a debt management plan (DMP).backgroundMrs G set up a DMP in 2011. She says that she was not made aware of the set up fees before she ... (2 pages)View decision -
Decision Reference DRN0276810
12 Aug 2013 Liverpool Victoria Friendly Society Limited UpheldPayment protection insurance (PPI)This complaint is about a single premium payment protection insurance policy (‘PPI’) sold in conjunction with a loan by Liverpool Victoria Friendly Society Limited (LV). It has agreed to provide redress in relation to this. However, Mr B (who is represented by a claims management compan... (2 pages)View decision
