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 77331 results
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Decision Reference DRN8531494
4 Oct 2019 Brightside Insurance Services Limited UpheldInsurance (excluding PPI)Mr M has complained that Brightside Insurance Services Limited renewed a car insurance policy he asked it not to. Brightside passed Mr M’s details to a debt collection agent. backgroundMr M bought a car insurance policy through Brightside in 2017. In 2018 it wrote to Mr M to invite him to ... (2 pages)View decision -
Decision Reference DRN6108144
28 Oct 2014 Harrington Brooks (Accountants) Limited UpheldBanking and creditMr and Mrs D have complained that their debt management plan with Harrington Brooks (Accountants) Limited was unsuitable and not properly explained to them, and has adversely affected their credit rating.backgroundMr and Mrs D entered into a debt management plan with Harrington Brooks,... (2 pages)View decision -
Decision Reference DRN6025982
25 May 2016 Vanquis Bank Limited UpheldBanking and creditMr V complains that Vanquis Bank Limited (“Vanquis”) has not treated him fairly in that it incorrectly debited his credit card account twice, putting him well in excess of his credit limit. He would like Vanquis to write off the debt and close the account. backgro... (2 pages)View decision -
Decision Reference DRN-1617624
16 Jun 2020 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1617624 The complaintMr W complains that The Royal Bank of Scotland Plc (RBS) sent his overdraft debt for recovery after asking it for help with his financial difficulties. What happenedMr W had a current account with an arranged overdraft of £2000. He had reached the overdraft limit b... (2 pages)View decision -
Decision Reference DRN4416256
12 Jun 2018 Barclays Bank Plc Not upheldBanking and creditMrs C complains how Barclays Bank Plc has dealt with her financial difficulties.background Mrs C had a joint account with her ex-husband. She was going through a difficult divorce so in 2016 she asked Barclays to put the account on hold. She later found out Barclays ... (2 pages)View decision -
Decision Reference DRN9105378
14 Mar 2017 Barclays Bank Plc Not upheldBanking and creditMiss P has complained that Barclays Bank Plc made two errors which led to her ex-partner having access to her personal financial information.Miss P is also unhappy that Barclays passed her account to a collection agent and closed it incorrectly.backgroundMiss P’s acco... (2 pages)View decision -
Decision Reference DRN-3622248
1 Dec 2022 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3622248 The complaint Mrs S complains that The Royal Bank of Scotland Plc sent her letters about her credit card account which she found threatening. What happened Mrs S was sent letters about her credit card account being in persistent debt. She says she found the tone of the letters ... (2 pages)View decision -
Decision Reference DRN2565259
30 Dec 2013 National Westminster Bank Plc Not upheldBanking and creditMr O complains that National Westminster Bank Plc has recorded adverse information on his credit file.backgroundMr O says that he took out a credit card in December 2010 to help improve his credit rating. However, a friend obtained the card and personal identification number and used... (2 pages)View decision -
Decision Reference DRN0819346
27 Feb 2019 Creation Consumer Finance Ltd UpheldBanking and creditMrs E complains that Creation Consumer Finance Ltd (Creation) treated her unfairly when she experienced financial difficulties.backgroundMrs E had a finance agreement with Creation which she took in 2011. The agreement was for 48 months with 42 payments of £35.73 after ... (3 pages)View decision -
Decision Reference DRN5473539
14 Aug 2014 HSBC Bank plc Not upheldBanking and creditMrs A has dissolved a former business partnership and complains that HSBC Bank Plc is still pursuing her for repayment of all partnership borrowing. backgroundIn April 2013 Mrs A told her business partner that she wanted to dissolve their partnership and a deed was signed to do this, ba... (2 pages)View decision