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 71745 results
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Decision Reference DRN0747651
23 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMr M complains that Lloyds Bank plc acted irresponsibly by allowing him to increase his overdraft. He also complains that Lloyds failed to refund interest and charges on his account after a debt management plan was put in place.backgroundIn late 2013 Mr M was able t... (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-2021487
14 Sep 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2021487The complaintMr W isn’t happy Bank of Scotland (BoS) offset a refund of interest and charges against his outstanding credit card balance instead of refunding the money direct to him. What happenedMr W had a credit card ending ****7687 with BoS, and from 2014 he’d had difficulty ... (3 pages)View decision -
Decision Reference DRN0333722
11 Jul 2017 NRAM plc UpheldBanking and creditMiss P complains that, after it took over her mortgage account, Landmark Mortgages Limited went back on the agreement she’d reached with the previous lender, N, and called in the mortgage. This meant she had to re-mortgage the property which was stressful and cost her ... (3 pages)View decision -
Decision Reference DRN1491074
13 Aug 2015 Santander UK Plc UpheldBanking and creditMiss P complains that during May and June 2011, all the monies paid into and out of her account with Santander UK Plc were fraudulent payments and had nothing to do with her. Miss P is unhappy with how Santander has dealt with the matter. And with how the outstandin... (2 pages)View decision -
Decision Reference DRN5889488
22 Sep 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMr C complains that Lowell Portfolio I Ltd (Lowell) is wrongly chasing him for a debt and has incorrectly and unlawfully reported adverse information on his credit file.our initial conclusionsLowell bought Mr C’s debt from the original credit provider in May 2014 and it wrote to ... (2 pages)View decision -
Decision Reference DRN7157383
10 Sep 2020 Barclays Bank UK PLC UpheldBanking and creditMr S complains that a fixed sum loan agreement was mis-sold to him by Barclays Bank UK PLC and that the loan was unaffordable for him.background Mr S has a Barclays fixed sum loan agreement. He’s complained about the bank’s decision to lend to him, saying it has led to him getting deeper i... (6 pages)View decision -
Decision Reference DRN4585167
28 Aug 2014 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank PLC is holding him responsible for a debt he says is not his. Mr C wants Lloyds to quash the debt and remove information about the default on the account from his credit record.backgroundThe details of this case are well-known to Mr C so I do not rep... (2 pages)View decision -
Decision Reference DRN-3624696
14 Sep 2022 Arrow Global Limited Not upheldConsumer CreditDRN-3624696 The complaint Ms M has complained that Arrow Global Limited have been pursuing her for a debt which she feels she doesn’t owe. What happened This complaint surrounds a “Choice” branded consumer credit account that was opened in 1998, defaulted in 2003, and was eventually sold t... (2 pages)View decision -
Decision Reference DRN8591057
12 Nov 2019 NewDay Ltd UpheldBanking and creditMr C complains that NewDay Ltd registered a default on his credit file without him knowing and he’d like it removed. He says he didn’t receive any letters about this and he also thinks the date of the default is wrong.backgroundThe background to this complaint and my initial findings on it... (5 pages)View decision
