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 70502 results
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Decision Reference DRN-3821092
23 Nov 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3821092 The complaint Miss G complains that Lloyds Bank PLC mishandled its recovery of funds lent to her under a Bounce Back Loan, and in particular that it incorrectly advised her that she was entitled to money held in her account that it subsequently used to repay a debt. What happen... (4 pages)View decision -
Decision Reference DRN6537477
28 Jul 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy taken out with a credit card. Mr S is unhappy with how Capital One (Europe) plc (Capital One) has used the compensation it offered to settle his complaint.backgroundMr S complained to Capital One abo... (2 pages)View decision -
Decision Reference DRN-5309074
10 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5309074 The complaint Mrs J complains that Barclays Bank Limited is reporting a debt on her credit file that it shouldn’t be reporting. Mrs J says this error has meant she hasn’t been offered more favourable mortgage rates. What happened Mrs J had an overdraft facility with Barclay... (3 pages)View decision -
Decision Reference DRN6365457
30 Aug 2013 MBNA Limited UpheldBanking and creditMs W complains that MBNA Limited has failed to treat her positively and sympathetically since we helped resolve a complaint between them in 2009.backgroundIn 2008 Ms W brought a complaint to this service about the money she owed on her MBNA credit card. In July 2009 an ombudsman consid... (2 pages)View decision -
Decision Reference DRN5589444
29 Sep 2016 Debt Advisory Line Limited UpheldBanking and creditMr W, represented by a claims management company (CMC), says that the debt management plan (DMP) set up for him by Debt Advisory Line Limited (DAL) was mis-sold. backgroundMr W says that he was mis-sold the DMP and an IVA should have been proposed.The CMC says that Mr... (2 pages)View decision -
Decision Reference DRN3036835
22 Mar 2019 HSBC UK Bank Plc Not upheldBanking and creditMs B complains that HSBC UK Bank Plc has passed her debt to a business to collect.backgroundMs B says her debt has been passed to a company whom I will call “W”. She complains about the way in which W has treated her and says it’s been aggressive in its dealing... (2 pages)View decision -
Decision Reference DRN0316207
28 May 2013 EUI Limited UpheldInsurance (excluding PPI)Mrs L has complained that a debt collection agency is pursuing her for a debt related to her motor insurance policy, which she believed had been resolved in September 2008. backgroundMrs L had been insured with EUI Limited (trading as Diamond) for some years. At her 2008 renewal, sh... (2 pages)View decision -
Decision Reference DRN3424388
28 Aug 2015 Moorgate Loan Servicing Limited Not upheldBanking and creditMiss S complains that Moorgate Loan Servicing Limited will not provide her with proof that she must pay them in respect of a debt, or of how much is owed on that debt.backgroundMiss S had a debt which was sold to another lender. Moorgate wrote to Miss S to ask her... (2 pages)View decision -
Decision Reference DRN-5024638
3 Oct 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-5024638 The complaint Mr G complains that National Westminster Bank Plc led him to believe that his debts had been consolidated into one account, when they had not been, and that as a result he unexpectedly still owes a substantial debt. What happened Mr G had a mortgage, a personal... (3 pages)View decision -
Decision Reference DRN-2106926
21 Aug 2020 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-2106926The complaintMr A’s unhappy Cabot Credit Management Group Limited are asking him to repay a debt he says is unenforceable. This debt relates to two credit cards. A representative has brought this complaint on behalf of Mr A, but for simplicity I’ll just refer to him in this deci... (3 pages)View decision
