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 71523 results
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Decision Reference DRN-4014432
13 Mar 2023 Bank of Scotland Plc Not upheldMortgagesDRN-4014432 The complaint Mr N has complained about a buy-to-let mortgage he held with Bank of Scotland plc (trading as Birmingham Midshires). What happened I won’t set out the full background to this complaint as it is extensive and goes back many years, but I can confirm that I have read... (2 pages)View decision -
Decision Reference DRN-3115112
19 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3115112 The complaint Mr H complains that NewDay Ltd trading as Aquacard lent him money he couldn’t afford to pay back, and he was in persistent debt as a result of this. What happened Mr H said that NewDay lent to him irresponsibly. He wanted it to refund all charges and interest, an... (5 pages)View decision -
Decision Reference DRN-5166609
18 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5166609 The complaint Mr S complains that Vanquis Bank Limited sold his account to a third party without notifying him. What happened Mr S says his Vanquis credit card account was sold to a debt collection company without him being notified. He says he had been recently hospitalise... (2 pages)View decision -
Decision Reference DRN3471212
7 Oct 2015 Cabot Financial (Europe) Limited Not upheldBanking and creditMr R complains that he’s being chased by Cabot Financial (Europe) Limited for a debt that’s been satisfied. And he’s unhappy about the connected negative entry on his credit file. He’s also unhappy that a note has been put on his credit file linking him to an address... (4 pages)View decision -
Decision Reference DRN-4908387
16 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4908387 The complaint Mrs C complains that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) acted unfairly and disproportionately when they reported a default on her credit card to Credit Reference Agencies (‘CRAs’) for a debt of £11.04. Mrs C would like her credit rating to ... (5 pages)View decision -
Decision Reference DRN2767919
27 Apr 2017 Arrow Global Limited Not upheldBanking and creditMr M complains that Arrow Global Limited (AGL) used money from a payment of compensation to settle an earlier debt. He wants AGL to repay the money.backgroundIn 2002 Mr M opened a credit card account with a business, which I’ll refer to as Bank 2 Monument. This account ... (2 pages)View decision -
Decision Reference DRN-3068155
7 Oct 2021 Oodle Financial Services Limited Not upheldConsumer CreditDRN-3068155 The complaint Mr F is unhappy with how Oodle Financial Services Limited dealt with his request for assistance as a result of the Coronavirus (Covid-19) pandemic. What happened On 24 September 2019, Mr F was supplied with a used car through a hire purchase agreement with Oodle. ... (3 pages)View decision -
Decision Reference DRN-3600028
18 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3600028 The complaint Mrs T is unhappy with the way in which Union Reiseversicherung AG (‘URV’) has handled a claim made on her travel insurance policy. Any references to URV include its claim handlers and costs containment agents. What happened Mrs T had the benefit of a single-trip t... (7 pages)View decision -
Decision Reference DRN9097956
13 Sep 2019 West Bromwich Building Society UpheldBanking and creditMr H is unhappy that West Bromwich Building Society is reporting a mortgage shortfall debt on his credit file. Mr M says that the mortgage account was included in his Individual Voluntary Arrangement (IVA). Mr H has had to incur substantial legal fees in order for West Brom to accept that ... (3 pages)View decision -
Decision Reference DRN-3853407
11 Jan 2023 Santander UK Plc Not upheldConsumer CreditDRN-3853407 The complaint Mr H complains on behalf of the estate of Mr M that Santander UK Plc gave him incorrect information about a charge against his late stepfather’s property. Mr H took action based on this advice and is now unable to transfer the property in line with the terms of th... (3 pages)View decision
