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 DRN7863608
10 Feb 2016 House & Home Care Limited UpheldBanking and creditMr A and Mrs B complain that the debt repayment plan they took with House & Home Care Limited (trading as Immediate Financial) has extended for far longer than they had expected and has left them unable to afford it. background Mr A and Mrs B took a debt managem... (5 pages)View decision -
Decision Reference DRN5262865
4 May 2017 Torridge, North, Mid and West Devon CAB Not upheldBanking and creditMr M complains about the advice that he was given by Torridge, North, Mid and West Devon Citizens Advice Bureau in connection with a debt relief order. He’s being helped with his complaint by a representative. backgroundMr M was advised by the Citizens Advice Bur... (2 pages)View decision -
Decision Reference DRN8578841
5 Dec 2013 Lloyds Bank PLC Not upheldBanking and creditMr R complains that Lloyds Bank plc (formerly Lloyds TSB Bank plc) applied charges to his current account with it. It later closed his current and loan accounts and withdrew his credit cards without notice, and registered defaults with the credit reference agencies. As a result his busi... (3 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 DRN-3943784
16 Mar 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3943784 The complaint Mr C complains that Santander UK Plc (Santander) hasn’t supported him since 2018/2019 with the debt he has on his credit card. What happened Mr C says that he has not been able to make monthly payments on his credit card debt to reduce what he owes since 2018. He ... (2 pages)View decision -
Decision Reference DRN-3772240
25 Oct 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3772240 The complaint Mr G complains that TSB Bank plc used his PPI compensation payment to offset against his credit card debt, a debt that was subject to a previous Debt Relief Order (DRO) and which he thought had been written off. What happened Mr G had a credit card account with TS... (4 pages)View decision -
Decision Reference DRN-3333692
13 Apr 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3333692 The complaint Mr B complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) credited a refund to a debt collection agency. What happened Mr B had a Barclaycard. In October 2016, the debt was £29,860.10. Barclaycard issued a Notice of Default and the debt was so... (2 pages)View decision -
Decision Reference DRN7945816
26 Sep 2014 Moneyplus Group Limited UpheldBanking and creditMr C complains that Moneyplus Group Limited (“MGL”), formerly trading as The Debt People, incorrectly advised him to enter into an individual voluntary arrangement (“IVA”).backgroundMr C was advised by MGL to enter into an IVA, which he did in 2010. He said that he wanted all his debts... (2 pages)View decision -
Decision Reference DRN-4908140
26 Jul 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4908140 The complaint Mr U’s complaint is about a decision by Bank of Scotland plc trading as Halifax (BoS) not to allow him to take a further advance on his mortgage to consolidate unsecured debts. What happened In 2021 Mr U re-mortgaged his home to BoS. When he did so, he borrowed... (3 pages)View decision
