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 DRN5573471
15 Jan 2015 Lloyds Bank PLC Not upheldBanking and creditMrs B complains that Lloyds Bank PLC sold an account it says she is responsible for to a debt collector. She says the account isn’t hers. Mrs B is represented by her husband, Mr B.backgroundLloyds’ records show that in 2005 Mrs B opened a joint account with Mr B. At the time she wasn’t ma... (2 pages)View decision -
Decision Reference DRN7547369
6 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditMr W complains that Lloyds Bank Plc sold his credit card debt to a third party.backgroundMr W’s credit card with Lloyds defaulted in 1994 and a plan was arranged for the outstanding balance to be repaid affordably. In 2017, Lloyds sold the debt to a third party a... (2 pages)View decision -
Decision Reference DRN4248177
30 Oct 2018 NewDay Ltd UpheldBanking and creditMr O complains about how NewDay Ltd has recorded his credit card account on his credit file.backgroundMr O said that he was no longer in work, because of health problems. He told NewDay about those problems, and it agreed not to pursue him for the outstanding de... (4 pages)View decision -
Decision Reference DRN1861852
27 Jun 2014 House & Home Care Limited Not upheldBanking and creditMrs T complains that House & Home Care Limited (t/a Immediate Financial) arranged a debt management plan that was unsuitable for her.backgroundMrs T entered into the debt management plan in November 2011 and agreed to pay £100 per month. Her representative says that other options ... (2 pages)View decision -
Decision Reference DRN4059255
19 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs V complain that NEO Media Solutions Limited (trading as One Debt Solution) failed to administer their debt management plan appropriately.our initial conclusionsOur adjudicator upheld the complaint. He concluded that One Debt Solution failed to meet the requirements of ... (2 pages)View decision -
Decision Reference DRN2388848
27 Jun 2018 Robinson Way Limited Not upheldBanking and creditMr S has complained that Robinson Way Limited is chasing him for a debt which he believes is statute barred. backgroundMr S owed Barclaycard £8,637.30. This debt was sold to a debt collecting company in 2011 and eventually to Robinson Way. In March 2016, Robinson Way w... (2 pages)View decision -
Decision Reference DRN-2487666
6 May 2021 National Westminster Bank Plc Not upheldInsuranceDRN-2487666 The complaint Mr I has complained about the way National Westminster Bank PLC (“NatWest”) has used the compensation it offered to settle his complaint about the mis-sale of a payment protection insurance (“PPI”) policy taken out alongside a credit card. What happened Mr I appli... (4 pages)View decision -
Decision Reference DRN7015547
11 Apr 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr D is complaining that The Royal Bank of Scotland Plc (RBS) mis-sold him a payment protection insurance (PPI) policy. He’s unhappy that it wants to use the compensation it’s offering to pay to reduce a debt it says he still owes.backgroundMr D took out six loans th... (3 pages)View decision -
Decision Reference DRN-5001363
9 Oct 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5001363 The complaint Mr E complains that The Royal Bank of Scotland Plc (“RBS”) passed his debt to a debt collection agency. What happened Mr E holds an account with RBS. Due to Mr E’s financial circumstances, he hasn’t made payments to the account for some time. On 1 November 2023... (3 pages)View decision -
Decision Reference DRN6907815
24 Oct 2013 Harrington Brooks (Accountants) Limited UpheldBanking and creditMr R complains that Harrington Brooks (Accountants) Limited failed to pass on a settlement payment to one of his creditors. This meant the debt remained showing as defaulted on Mr R’s credit file for another seven months.backgroundHarrington Brooks was managing two debts for Mr R. In... (2 pages)View decision
