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 71923 results
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Decision Reference DRN7648890
8 Dec 2015 Knightsbridge Insolvency Services Limited Not upheldBanking and creditMiss W complains that Knightsbridge Insolvency Services Limited wrongly advised her to enter into a protected trust.backgroundMiss W explains that Knightsbridge Insolvency Services Limited advised her to enter into a protected trust. She says that she explained that one o... (2 pages)View decision -
Decision Reference DRN3325948
26 Feb 2020 Hoist Finance UK Limited UpheldBanking and creditMrs D complains that Hoist Finance UK Limited (Hoist) are unfairly pursuing her for a debtwhich is not hers.backgroundFor ease, in my decision I will refer to Hoist when talking about their agents or representatives.In late 2018 Mrs D received a letter from Hoist asking for payment for a d... (3 pages)View decision -
Decision Reference DRN4023177
6 Feb 2014 HSBC Bank plc Not upheldBanking and creditMs E complains that HSBC Bank Plc failed to communicate with her for long periods about repayment of a debt she had guaranteed and then imposed an unrealistic deadline for her to sell her home. She wanted the bank to allow a realistic time frame to sell her home, to accept liability... (2 pages)View decision -
Decision Reference DRN4878325
12 Sep 2016 Baines & Ernst Limited UpheldBanking and creditMrs J complains that she’s being asked to pay a debt which Baines & Ernst Limited told her had been repaid in 2011.backgroundMrs J had a debt management plan with Baines & Ernst. In November 2011, following an inheritance, she was able to repay her debts a... (2 pages)View decision -
Decision Reference DRN8053686
15 May 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMs R complains that Lowell Portfolio I Ltd is wrongfully chasing her to repay a debt. backgroundIn 2013 Lowell bought a debt from a third party lender. It wrote to Ms R, to tell her the debt had changed owners, and asked her to repay over £300. Ms R considers ... (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 DRN-3249479
14 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3249479 The complaint Mrs C complaints that NewDay Ltd (Aqua) lent to her irresponsibly What happened In December 2015, Mrs C applied for a credit card from Aqua. It was agreed with a limit of £900. Her limit was then increased as shown: In June 2019, Mrs C’s account was put onto a pay... (5 pages)View decision -
Decision Reference DRN-3566101
7 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3566101 The complaint Ms H complains National Westminster Bank Plc (NatWest) haven’t treated her fairly in relation to her credit card debt, specifically they: Said in their letter of 2 June 2021 they’d issue a default which, if this has happened, would damage her reputation Passed h... (4 pages)View decision -
Decision Reference DRN-4003194
31 Mar 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4003194 The complaint Miss W is unhappy about the way that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) has handled the outstanding balance on her credit card account. Miss W wants Tesco to write the outstanding debt off or pay significantly more compensation than it’s offe... (3 pages)View decision -
Decision Reference DRN0943273
10 Feb 2017 Barclays Bank Plc Not upheldBanking and creditMr and Mrs S complain about the way in which Barclays Bank Plc has dealt with the closing of the accounts of Mrs S’s late mother.backgroundMrs S’s mother passed away in September 2016. She asked Barclays to close her late mother’s accounts and send her the balance.... (2 pages)View decision
