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 70898 results
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Decision Reference DRN3124041
26 Apr 2017 Nationwide Building Society Not upheldBanking and creditMs H complains that Nationwide Building Society (Nationwide) declined her application to consolidate her debt with a new personal loan. backgroundMs H applied to take out new borrowing to consolidate an existing personal loan and credit card debt – both held with Nationwi... (2 pages)View decision -
Decision Reference DRN-5369405
31 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5369405 The complaint Miss B complains about the way in which Lloyds Bank PLC (Lloyds) have dealt with debt on her credit card account. What happened Lloyds had appointed a collection agency (who I’ll call ‘M’) to collect the debt Miss B owed them. In August 2022 they decided to rev... (2 pages)View decision -
Decision Reference DRN9287666
21 Mar 2016 NRAM plc UpheldPayment protection insurance (PPI)Mr R says NRAM plc mis-sold him a payment protection insurance (“PPI”) policy. backgroundMr R took out a loan in 2006. He bought PPI at the same time. He later complained that the PPI had been mis-sold. NRAM agreed but it said it wouldn’t pay any compensation to ... (2 pages)View decision -
Decision Reference DRN0271491
27 Jul 2016 Arrow Global Limited Not upheldBanking and creditMiss B complains that Arrow Global Limited is wrongly recording on her credit file information about a debt she has.backgroundMiss B had a debt on a catalogue account which was assigned to Arrow Global in 2012. Along with some other debts, she had begun paying it ... (3 pages)View decision -
Decision Reference DRN7551860
30 Sep 2013 Bank of Scotland Plc Not upheldBanking and creditMr C complains that Bank of Scotland plc (trading as Halifax) did not remove his name from the joint account he held with his ex-wife, despite several requests. The account is overdrawn and Mr C is being pursued for the outstanding balance. Mr C disputes that he is responsible for the ac... (1 page)View decision -
Decision Reference DRN-4710425
12 Apr 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4710425 The complaint Ms H complains about the difficulties she’s had making payments towards her credit card with Clydesdale Bank Plc, trading as Virgin Money, without attracting interest. What happened The details of this complaint are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN9493709
27 Apr 2020 Capquest Debt Recovery Limited UpheldBanking and creditMrs O complains that Capquest Debt Recovery Limited contacted her regarding a debt which doesn’t belong to her.backgroundMrs O is represented in her complaint by her husband Mr O. To make my decision as straightforward as possible, I will be referring to steps having been taken by Mrs O ev... (3 pages)View decision -
Decision Reference DRN7149394
1 Aug 2019 National Westminster Bank Plc Not upheldBanking and creditMr S complains that National Westminster Bank Plc continued to send post for his ex-partner to his current address despite him asking them not to. Debt agencies who worked with NatWest also used his current address for his ex-partner. Mr S said that this has caused problems with his curren... (3 pages)View decision -
Decision Reference DRN9563528
3 May 2017 Next Retail Limited Not upheldBanking and creditMr B has complained an account was fraudulently opened with Next Retail Limited (trading as Next Directory) using Mr B’s details. This affected his credit rating and caused considerable stress.background An unknown person opened a Next Directory account in Mr B’s name.... (3 pages)View decision -
Decision Reference DRN0614630
28 Sep 2016 Fresh Start Financial Management Ltd Not upheldBanking and creditMr C and Miss B complain that Fresh Start Financial Management Ltd mis-sold them a debt management plan. The complaint is brought on their behalf by a claims management company. It says a debt relief order would’ve been more suitable for Mr C and Miss B.background... (2 pages)View decision
