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 70661 results
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Decision Reference DRN2972748
21 Mar 2014 Usave Money Limited UpheldBanking and creditMrs N complains that Usave Money Limited (trading as The Money Group) advised her to enter a debt management plan but this did not improve her financial position.backgroundThe Money Group advised Mrs N to enter a debt management plan in August 2010. Its initial fee of £600 was to be p... (2 pages)View decision -
Decision Reference DRN1222887
9 Dec 2019 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs H complain they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited.backgroundMr and Mrs H already had a mortgage. They were coming to the end of an interest rate product. They took advice from L&G, and re-mortgaged to ... (2 pages)View decision -
Decision Reference DRN4326153
20 Jan 2015 HSBC Bank plc Not upheldBanking and creditMr D complains that HSBC Bank Plc was neither supportive nor sympathetic when he encountered financial difficulties after giving up work to become a full time carer. backgroundIn October 2009 Mr D became a full time carer. He had a loan with HSBC and says it refused to reduce his mo... (2 pages)View decision -
Decision Reference DRN-4703627
27 Jun 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4703627 The complaint Ms K complains Nationwide Building Society is asking her to pay a joint debt in full. What happened Ms K was the victim of domestic abuse. Ms K’s ex-partner left the home, but Ms K continued to get letters from Nationwide, addressed to her and her ex-partner askin... (3 pages)View decision -
Decision Reference DRN7068109
6 Aug 2013 DEBT HELP DIRECT LIMITED UpheldBanking and creditMr A and Miss B complain that Debt Help Direct Limited (“DHD”) failed to ensure payments they made under their debt management plan were distributed to their creditors on time or at all, which has left them in a worse position financially.backgroundMr A and Miss B took out a debt man... (3 pages)View decision -
Decision Reference DRN9412903
20 Feb 2014 HSBC Bank plc Not upheldBanking and creditMs B complains that HSBC Bank Plc failed to remove her deceased husband’s name as an additional cardholder when requested to do so. She also complains that a debt collection agency has recently contacted her about the repayment of a credit card debt she held with HSBC. backgroundMs B h... (2 pages)View decision -
Decision Reference DRN-3566101
7 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3566101 The complaint Ms H complains National Westminster Bank Plc (NatWest) haven’t treated her fairly in relation to her credit card debt, specifically they: Said in their letter of 2 June 2021 they’d issue a default which, if this has happened, would damage her reputation Passed h... (4 pages)View decision -
Decision Reference DRN-3344029
1 Mar 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3344029 The complaint Mr M complains that National Westminster Bank Plc (NatWest) marked his credit file with missed payments for his personal loan and transferred his current account debt and personal loan to a debt collection agency (DCA). What happened Mr M had a current account and... (5 pages)View decision -
Decision Reference DRN0870155
23 Sep 2015 Motormile Finance UK Limited Not upheldBanking and creditMr H complains that Motormile Finance UK Limited is chasing him for a debt he owes another business.backgroundMr H had taken payday loans and made arrangements for these to be repaid through a debt management company. But there were problems with the debt management... (2 pages)View decision -
Decision Reference DRN6010085
23 Aug 2018 Lantern Debt Recovery Services Ltd Not upheldBanking and creditMr A is unhappy with the way Lantern Debt Recovery Services Ltd collected his debt.backgroundIn May 2011 Mr A took out a payday loan. He wasn’t able to repay it within the terms of the agreement so the loan went into arrears. In May 2015 Lantern bought this debt ... (2 pages)View decision
