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 70502 results
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Decision Reference DRN9694096
9 Jul 2015 Barclays Bank Plc Not upheldBanking and creditMiss C complains that Barclays Bank PLC wrongly registered a default on her credit file, which has prevented her obtaining a mortgage. She wants the default removed. background Miss C had an account with Barclays but in 2006 decided to move her banking elsewhere. S... (3 pages)View decision -
Decision Reference DRN-2606048
10 Mar 2021 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-2606048 The complaint X complains Home Retail Group Card Services Limited (trading as “Argos”) have asked her to increase the monthly payment on her store card, and they will suspend her account if she doesn’t. What happened X took out an Argos store card several years ago. In June 201... (2 pages)View decision -
Decision Reference DRN2827206
30 Sep 2016 Butler-Do Ltd Not upheldBanking and creditMrs G, represented by a claims management company (CMC), complains that Butler-Do Ltd (the business) mis-sold her a debt management plan (DMP). backgroundMrs G entered into a DMP with the business in 2009. The CMC says that a DMP was not the best solution available to... (2 pages)View decision -
Decision Reference DRN1942647
23 Dec 2014 National Westminster Bank Plc Not upheldBanking and creditMr C and Miss G complain that National Westminster Bank Plc was irresponsible in providing them with a mortgage that was unaffordable.backgroundMr C and Miss G sold their existing property and took a new mortgage of approximately £178,000 with NatWest in March 2007. In July 2007 the mo... (2 pages)View decision -
Decision Reference DRN2504726
17 Feb 2016 Santander UK Plc Not upheldBanking and creditMr C complains that Santander UK Plc unfairly recorded a default on his credit file without warning.backgroundMr C had an overdrawn current account with Santander. Santander says that, because of the length of time the overdraft debt had been outstanding, it closed the ac... (2 pages)View decision -
Decision Reference DRN-2629526
23 Apr 2021 Prac Financial Limited UpheldConsumer CreditDRN-2629526 The complaint Mr B complains about the way PRAC Financial Limited has pursued a debt in his name. He would like PRAC to write the debt off and amend his credit file. What happened In 2016, PRAC bought a debt in Mr B’s name and appointed a law firm to deal with collection. For e... (2 pages)View decision -
Decision Reference DRN7024547
19 Feb 2014 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs T complain that Bank of Scotland plc, trading as Halifax, wrongly charged interest on a loan account. They say that the bank had agreed to reduced loan repayments through a debt management company, but that for three months these repayments were sent to the wrong account, an... (2 pages)View decision -
Decision Reference DRN4291087
24 May 2019 National Westminster Bank Plc Not upheldBanking and creditMr R complains that National Westminster Bank Plc (“Natwest”) hasn’t paid him enough money as a result of it accepting that it had mis-sold him a packaged bank account. He says that Natwest has incorrectly used some of the money to “off set” debt – as he cleare... (3 pages)View decision -
Decision Reference DRN-3054042
28 Oct 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3054042 The complaint Mr L said that ill health had affected his income, so he’d entered into a debt management plan, and reached an agreement to repay Santander UK Plc as part of that. But he said that Santander was trying to change this agreement, which wasn’t fair or lawful. What ha... (3 pages)View decision -
Decision Reference DRN7068327
23 Sep 2016 IG Index Limited Not upheldInvestment and pensionsMr P complains that IG Index Limited gave him incorrect information about the level at which a margin call would be triggered on his account. He says if he had been told the correct level, he would’ve added more funds and kept his positions open. backgroundOn 20 Janu... (5 pages)View decision
