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 69825 results
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Decision Reference DRN0656040
6 Aug 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr Q complains that The Royal Bank of Scotland Plc did not renew his overdraft facility. He asks that he is given the chance to repay the overdraft gradually at the same interest rate.backgroundMr Q had a business account with an overdraft facility with RBS. Mr Q’s business was affected b... (1 page)View decision -
Decision Reference DRN-4306746
17 Aug 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4306746 The complaint Miss T complains that Marks & Spencer Financial Services Plc (M&S) lent to her irresponsibly and didn’t support her in financial difficulty. What happened Miss T had a credit card from M&S since 2013. The limit was originally £1,500. Limit increases we... (5 pages)View decision -
Decision Reference DRN0250761
25 Jun 2015 Capital One (Europe) plc UpheldBanking and creditMr R complains about the way that Capital One (Europe) plc has managed his defaulted account. backgroundMr R’s account defaulted in December 2009. His debt was passed on to different collection agencies before being returned to Capital One and sold on again. In January 2... (2 pages)View decision -
Decision Reference DRN-2234473
18 Nov 2020 Lowell Financial Ltd Not upheldConsumer CreditDRN-2234473 The complaint Mrs G complains that Lowell Financial Ltd (Lowell) failed to provide a legible copy of her original credit agreement. Mrs G also complains that Lowell failed to carry out reasonable checks when it acquired the debt and that it can’t demonstrate that the outstandin... (3 pages)View decision -
Decision Reference DRN-2836349
24 Jun 2021 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-2836349 The complaint Mrs N has complained about Lowell Portfolio I Ltd, saying they harassed her for unenforceable debts and falsely reported things on her credit file. What happened This complaint regards a consumer credit account that was bought by Lowell in 2016. For some years, Mr... (2 pages)View decision -
Decision Reference DRN-3078594
30 Sep 2021 PRA Group (UK) Limited Not upheldBanking and PaymentsDRN-3078594 The complaint Miss C has complained that PRA Group (UK) Limited are pursuing her for debts she didn’t realise she still had, and that they reported things incorrectly on her credit file. What happened This complaint is about three defaulted accounts – a credit card, a loan, and... (3 pages)View decision -
Decision Reference DRN-4494590
31 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4494590 The complaint Miss R complains that National Westminster Bank Plc unfairly recorded a default against her. She’d like the default removed and compensation for the impact. What happened Miss R had an account with NatWest. On 27 April 2022 NatWest sent Miss R a letter advising th... (3 pages)View decision -
Decision Reference DRN-4698484
27 Mar 2024 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4698484 The complaint Mr U complains Lantern Debt Recovery Services Ltd trading as Lantern, have reported incorrect information, which has impacted his credit file. What happened Mr U entered a Debt Relief Order (DRO) in March 2021. Included in this DRO were several debts, including a ... (3 pages)View decision -
Decision Reference DRN3395475
22 May 2014 Lloyds Bank PLC UpheldBanking and creditMr and Mrs R complain that Lloyds Bank PLC is seeking repayment of a debt of nearly £5,000 which they say they don’t owe. They would like the bank to acknowledge that they have cleared all their debts to it.backgroundIn 2012 Lloyds considered a complaint brought by Mr and Mrs R and agree... (2 pages)View decision -
Decision Reference DRN-4008955
24 Apr 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4008955 The complaint Miss K complains National Westminster Bank Plc unfairly kept hold of a payment which they shouldn’t have. She wants the payment returned. What happened The facts surrounding Miss K’s complaint are well known to both parties. In summary: Miss K held several accoun... (3 pages)View decision
