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 DRN1411875
6 May 2016 Lowell Portfolio I Ltd Not upheldBanking and creditMr P complains that Lowell Portfolio I Ltd (the business) instigated legal proceedings against him when it had no right to.backgroundMr P says that the business instigated legal proceedings against him for a debt it had not provided evidence that it owned. He says p... (3 pages)View decision -
Decision Reference DRN-4348188
13 Sep 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4348188 The complaint Mr C complains Lantern Debt Recovery Services Ltd didn’t carry out due diligence when purchasing his debt from another company. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant eleme... (4 pages)View decision -
Decision Reference DRN4020785
8 Nov 2019 Oakam Ltd UpheldBanking and creditMr A complains that Oakam Ltd took money from his bank account without authorisation. He asks for an apology and compensation for his stress.backgroundMr A took out a £500 loan with Oakam in March 2015. The loan was repayable in instalments over three months. Repayments weren’t made on tim... (3 pages)View decision -
Decision Reference DRN9305077
23 Oct 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMrs R, who trades as Business D, complains that The Royal Bank of Scotland Plc (“RBS”) has allowed her to borrow more money than she could afford to repay.backgroundMrs R is a sole trader operating as Business D. Her business account is held with RBS. Between 2008 and... (3 pages)View decision -
Decision Reference DRN-4003050
23 Mar 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4003050 The complaint Mr J is unhappy that Barclays Bank UK PLC (“Barclays”) recorded a default on his credit file for an account he believed was closed. What happened Mr J held a bank account with Barclays which he stopped using around the start of 2019. When he stopped actively using... (3 pages)View decision -
Decision Reference DRN5264413
31 Aug 2016 Capital One (Europe) plc Not upheldBanking and creditMiss A complains about how Capital One (Europe) plc treated her when she was in financial difficulties.. backgroundMiss A had some financial difficulties and approached a number of creditors to get the problems sorted out. She had a credit card with Capital One and... (2 pages)View decision -
Decision Reference DRN-2220625
1 Oct 2020 TSB Bank plc UpheldBanking and PaymentsDRN-2220625 The complaint Miss N complains about what happened after TSB Bank plc said it was going to close her account. What happened Miss N told us that TSB had said it was going to close her account. But it didn’t. So Miss N said that meant she’d been incurring charges and her account ... (3 pages)View decision -
Decision Reference DRN-5176601
14 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5176601 The complaint Mr C complains about the handling of repayment of a loan he had with National Westminster Bank Plc. What happened Mr C held various accounts with NatWest – including a current account and a loan. But in August 2021 the bank wrote to him to say that they’d be c... (3 pages)View decision -
Decision Reference DRN-4604775
6 Feb 2024 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4604775 The complaint Mr C complains that Creation Financial Services Limited (Creation) lent to him irresponsibly. What happened Mr C applied for a credit card from Creation in February 2020 and it was agreed with a limit of £7,500. In July 2021, Creation increased the limit to £9,000... (5 pages)View decision -
Decision Reference DRN2356049
24 Jul 2019 Nationwide Building Society Not upheldBanking and creditComplaintMr C has complained as a partner of D, a limited liability partnership, that Nationwide Building Society wrongly retained funds in its own security deposit account when it had agreed to hold them to cover the partners’ tax liabilities. BackgroundMr C took out business loans with N... (6 pages)View decision
