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 70772 results
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Decision Reference DRN-5322571
24 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5322571 The complaint Ms O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted her two bank accounts, credit card account and loan account after she entered into a debt arrangement scheme. What happened I issued a provisional decision on this complaint last mon... (3 pages)View decision -
Decision Reference DRN7485284
9 Sep 2016 Kapama Limited UpheldBanking and creditMr C complains that Kapama Limited didn’t follow the correct procedures when his debt for a payday loan was transferred to it from a previous company. He wants his debt written off and removed from his credit file. He’s also unhappy that a default was recorded on his... (2 pages)View decision -
Decision Reference DRN-5155337
19 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5155337 The complaint Ms L complains that NewDay Ltd (NDay) lent to her irresponsibly. What happened In March 2016, NDay agreed to give a credit card to Ms L, and then offered and applied increases in the limit as shown: Limit increase number Date Limit March 2016 (new account) £30... (4 pages)View decision -
Decision Reference DRN1224549
26 Oct 2016 Santander UK Plc Not upheldBanking and creditMr S complains that Santander UK Plc unfairly expected him to repay a debt which he believed to have been written off.backgroundMr S owed money to Santander for a credit card debt. The debt was placed by Santander with a collections agent, but Mr S says that the coll... (2 pages)View decision -
Decision Reference DRN4901722
4 Apr 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs S complained that the mortgage advice they received from Legal & General Partnership Services Limited (L&G) was unsuitable.background In July 2007, Mr and Mrs S met a mortgage adviser. They wanted to remortgage, and consolidate debts so they had more ... (3 pages)View decision -
Decision Reference DRN2211913
14 Feb 2017 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr B is complaining that The Royal Bank of Scotland Plc (RBS) has used the compensation it offered for the mis-selling of a payment protection insurance (PPI) policy, attached to a loan, to reduce the outstanding debt on that loan account.backgroundMr B took out a loa... (4 pages)View decision -
Decision Reference DRN8231666
8 Jan 2015 Debts Reduced Ltd UpheldBanking and creditMrs A complains about a debt management plan she entered into with Debts Reduced Ltd. She says she was not fully informed about the charges that would be applied to the plan and she is unhappy about the amounts that have actually been passed on to her creditors. backgroundThe complain... (2 pages)View decision -
Decision Reference DRN-1574148
27 Jul 2020 TSB Bank plc Not upheldBanking and PaymentsDRN-1574148 The complaintMs M complains that TSB Bank plc placed a default against her current account in June 2017, when she feels this should’ve been registered earlier as she’d entered into a debt management programme. What happenedMs M had a current account with TSB which had an overd... (3 pages)View decision -
Decision Reference DRN0625696
6 Feb 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr R complains that The Royal Bank of Scotland plc: 1.made mistakes dealing with his debt repayments - when it failed to activate a direct debit, mis-applied interest and charges and communicated poorly;2.exerted undue pressure using a subsidiary debt recovery team and then wrongly inst... (2 pages)View decision -
Decision Reference DRN6558456
9 Jul 2014 Lloyds Bank PLC UpheldPayment protection insurance (PPI)This complaint is made by Mr J about a payment protection insurance (PPI) policy he says Lloyds Bank PLC (“Lloyds”) mis-sold to him and the compensation Lloyds has offered to pay to him in relation to the policy.backgroundIn July 2011 Lloyds made an offer to settle Mr J’s complaint reg... (3 pages)View decision
