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 69633 results
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Decision Reference DRN2329230
10 Apr 2018 Santander UK Plc Not upheldBanking and creditMr A complains that Santander UK Plc has applied charges unfairly to his account and sold the outstanding debt to a third party debt collection agency.backgroundMr A had two accounts with Santander. His main current account had a monthly direct-debit payment going ou... (2 pages)View decision -
Decision Reference DRN-4304190
16 Oct 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4304190 The complaint Mr B complains that Nationwide Building Society suspended his credit card unreasonably after pursuing him for debt repayment. What happened Nationwide wrote to Mr B about its concerns that he was in a state of ‘persistent debt’, and asked him to increase his month... (2 pages)View decision -
Decision Reference DRN6112720
8 Aug 2013 Money Debt And Credit Limited Not upheldBanking and creditMiss Y complains about debt management advice and administration provided by Money Debt and Credit Limited (“MDC”). She says she was not told about MDC’s monthly management fees for a debt management plan and says the plan was not in her best interests. She also says her debts went up an... (3 pages)View decision -
Decision Reference DRN6387482
3 Apr 2017 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs H through their representative B complain that the appointed representative of Legal & General Partnership Services Limited, A, mis-sold them a mortgage in 2006. They want compensation.backgroundMr and Mrs H took advice from A, an appointed representativ... (2 pages)View decision -
Decision Reference DRN1239236
8 Mar 2019 PRA Group (UK) Limited Not upheldBanking and creditMr R’s unhappy that PRA Group (UK) Limited has been communicating with him about a debt he says he’s paid off.backgroundPRA is trying to recover money it says Mr R owes to two financial businesses. Mr R says he’d entered a debt management plan and both debts wer... (2 pages)View decision -
Decision Reference DRN8483077
11 May 2020 Santander UK Plc UpheldBanking and creditMr Z has complained Santander UK plc is holding him liable for the expenditure on credit cards he didn’t apply for in 2016 and 2017.backgroundAfter applying for a loan with his bank, Mr Z was told his credit record showed a number of loans and credit cards. He’d never applied for these. Th... (3 pages)View decision -
Decision Reference DRN6640841
20 May 2014 HSBC Bank plc Not upheldBanking and creditMr and Mrs R complain that HSBC Bank plc is wrongly requiring them to pay £175,000, rather than £100,000, under security they gave in 2003 for the debt of their son-in-law’s business. They want the bank to accept that they are only required to pay £100,000.Mr and Mrs R are supported in the... (4 pages)View decision -
Decision Reference DRN-3369136
15 Jul 2022 Provident Personal Credit Limited Not upheldConsumer CreditDRN-3369136 The complaint Mr T complains Provident Personal Credit Limited (“Provident”) incorrectly took deductions from a compensation payment to repay an outstanding debt. Mr T says he had already settled the debt with a third-party debt collection agency. What happened Mr T said he an ... (3 pages)View decision -
Decision Reference DRN9127692
10 Jul 2014 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr and Mrs J brought their complaint to this service as they were unhappy that The Royal Bank of Scotland Plc (“RBS”) used the redress from four mis-sold PPI policies to offset an outstanding debt related to a current account they had with the bank. Mr and Mrs J want all the redress p... (5 pages)View decision -
Decision Reference DRN4336925
4 Oct 2013 Pentagon (UK) Limited UpheldBanking and creditMrs and Mr D complain about the advice they were given by Pentagon (UK) Limited to enter into a debt management plan (DMP). They say it was not the most appropriate option for them and say they were not told that one of their creditors had obtained a county court judgment (CCJ) against th... (7 pages)View decision
