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 DRN2871997
26 Jul 2016 Legal & General Partnership Services Limited UpheldBanking and creditMr B complains that Legal & General Partnership Services Limited mis-sold a mortgage to him. Mr B is represented by a claims management company, which I will call M.backgroundMr B had an interest only mortgage of about £66,000. He also had an unsecured loan an... (5 pages)View decision -
Decision Reference DRN-3226430
10 Mar 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3226430 The complaint Mr O complains that Santander UK Plc treated him unfairly by threatening to restrict the use of his credit card. What happened In May 2020, Mr O received a letter saying his credit card was in persistent debt. He says he increased his payments and stopped spending... (3 pages)View decision -
Decision Reference DRN0971741
6 Aug 2019 NewDay Ltd UpheldBanking and creditMr P complains that NewDay Ltd (T/A Aqua) passed his account to a debt collection agency after agreeing a payment plan with him. backgroundMr P opened his credit card account with Aqua in January 2014. In May 2018 he contacted it to explain he was experiencing financial hardship. A reduced... (3 pages)View decision -
Decision Reference DRN-3991331
28 Feb 2023 Arval UK Limited UpheldConsumer CreditDRN-3991331 The complaint Mr M is unhappy with how Arval UK Limited (Arval) handled his request to voluntary terminate a hire agreement. Mr M has been represented by Mrs M in this complaint. For ease of reference I’ll refer only to Mr M. What happened In September 2017, Mr M was supplied w... (4 pages)View decision -
Decision Reference DRN-1456617
4 May 2020 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-1456617The complaintMr D complains that Moorcroft Debt Recovery Limited treated him unfairly as they wouldn't accept the settlement amount, he sent them. What happenedMr D owed around £14,000 to a lender who I’ll refer to as “N”. N instructed Moorcroft to collect the outstanding b... (3 pages)View decision -
Decision Reference DRN7779245
19 Aug 2019 Santander UK Plc Not upheldBanking and creditMr H complains that Santander UK Plc didn’t contact him about a debt for three years and then passed it to a third party to collect. Mr H says he thought the debt had been written off by Santander. backgroundMr H had a credit card with Santander which fell into arrears. The last payment Mr... (2 pages)View decision -
Decision Reference DRN1034103
16 Apr 2019 Home Retail Group Card Services Limited UpheldBanking and creditMr J complains that Home Retail Group Card Services Limited, trading as Argos, took too long in registering a default on his credit file. They originally registered it in 2015 when he had arrears on his credit card from 2013. They then removed the default and regi... (2 pages)View decision -
Decision Reference DRN9246523
30 Dec 2019 Cabot Credit Management Group Limited Not upheldBanking and creditMs A complains that Cabot Credit Management Group Limited (trading as Cabot Financial (Europe) Limited is wrongly pursuing her for a debt and hasn’t acted fairly.backgroundMs A complained when she was contacted by Cabot about a past debt. She said that she thought this was a scam and that ... (2 pages)View decision -
Decision Reference DRN8731559
11 Dec 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr W doesn’t think it’s fair for The Royal Bank of Scotland Plc (RBS) to use his payment protection insurance (PPI) compensation to reduce the debt from which he was discharged when his protected trust deed came to an end in 2007.backgroundIn November 2019 I issued my provisional decision.... (5 pages)View decision -
Decision Reference DRN-3128330
2 Aug 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3128330 The complaint A company, which I’ll refer to as “R”, complains that National Westminster Bank Plc (“NatWest”) unfairly declined its application for a loan under the Coronavirus Business Interruption Loan Scheme. One of R’s directors, Mr F, brings the complaint on the company’s ... (3 pages)View decision