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 1466 results
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Decision Reference DRN-4584067
23 Jul 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4584067 The complaint Mr W complains about the way MBNA Limited dealt with his account after he fell into financial difficulty. He’s particularly concerned that MBNA recorded information on his credit file that showed his account as being in default and that it has terminated the cr... (3 pages)View decision -
Decision Reference DRN-4037761
22 Mar 2023 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4037761 The complaint Ms C has complained about the termination of her car finance agreement with Volkswagen Financial Services (UK) Limited (‘VWFS’). What happened In August 2018, Ms C entered into a finance agreement with VWFS for a car. The amount of finance was £13,948.26, with mon... (3 pages)View decision -
Decision Reference DRN1539177
30 Dec 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs D complain that The Royal Bank of Scotland Plc didn’t treat them correctly when they had money troubles. Further they say when they changed their minds about taking out a consolidation loan they were told they couldn’t cancel it. They’d like compensation ... (2 pages)View decision -
Decision Reference DRN9800621
8 May 2015 Bank of Scotland Plc Not upheldBanking and creditMr F has complained on behalf of A Ltd in his capacity as director. He feels that Bank of Scotland Plc has acted unfairly regarding the “over valuation” of work by the bank’s appointed quantity surveyor. Mr F also thinks the appointed receiver has dealt with his... (3 pages)View decision -
Decision Reference DRN-3659259
18 Nov 2022 Studio Retail Limited Not upheldConsumer CreditDRN-3659259 The complaint Miss C is unhappy with the way Studio Retail Limited has treated her when she has been struggling financially and unable to make the contractual repayments to her catalogue shopping account. What happened In May 2022 Miss C contacted Studio Retail to ask for a pay... (2 pages)View decision -
Decision Reference DRN-2495797
23 Feb 2021 Avantcredit Of Uk, Llc Not upheldConsumer CreditDRN-2495797 Complaint Mr H has complained about loans AvantCredit of UK, LLC (trading as “Avant Credit”) provided to him. He says he had a gambling addiction and had no way of paying his loan back. Background Avant Credit provided Mr H with a loan of £1,400.00 in April 2016. This loan was ... (3 pages)View decision -
Decision Reference DRN-5173239
23 Dec 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5173239 The complaint Miss N complains that Capital One (Europe) plc permanently restricted her credit card. What happened Miss N opened a credit card account with Capital One in June 2022. In 2023/2024 Miss N experienced difficulties making the required payments and on 5 March 2024... (3 pages)View decision -
Decision Reference DRN-3521366
8 Jun 2022 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-3521366 The complaint Mr P has complained about Lantern Debt Recovery Services Ltd pursuing him for a debt which he says is fraudulent. What happened This complaint is about a short-term loan which was taken out in November 2019. The last repayment was made in March 2020. It was sold t... (3 pages)View decision -
Decision Reference DRN-3549289
27 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3549289 The complaint Mrs K complains about how NewDay Ltd trading as Marbles dealt with her request for a payment plan and the service it provided around this. What happened In August 2020, Mrs K sent NewDay a letter explaining that she was experiencing financial difficulties and want... (2 pages)View decision -
Decision Reference DRN-2836048
28 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2836048 The complaint Mr D complains that NewDay Ltd trading as Marbles (Marbles) registered a default against him in July 2020 – when it should’ve been registered in 2018. What happened Mr D had a Marbles credit card with a limit of £2,200. In 2017, he was struggling to pay his debts.... (3 pages)View decision