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 71745 results
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Decision Reference DRN-2854577
23 Jul 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2854577 The complaint Mr P’s complained that Barclays Bank UK PLC (“Barclays”) cancelled his credit card due to him being in persistent debt – even though he was making payments towards the balance. What happened Mr P had a Barclays credit card for a number of years. He said he’d alwa... (2 pages)View decision -
Decision Reference DRN5782588
23 Aug 2013 Harlands Finance Limited UpheldBanking and creditMr C complains about a debt recovery charge added to a fixed-sum loan agreement he took out with Harlands Finance Limited. Mr C says he was out of work, could not pay, and thinks the charge is excessive and unfair.backgroundI issued a provisional decision on this case in which I concluded... (3 pages)View decision -
Decision Reference DRN7593398
14 Oct 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr J has complained about the way The Royal Bank of Scotland Plc (“RBS”) has used the compensation it agreed to pay him after he complained about the mis-sale of payment protection insurance (“PPI”).backgroundMr J took out a credit card with RBS in 1997 and also PPI al... (2 pages)View decision -
Decision Reference DRN8269572
22 Mar 2016 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Miss A says Lloyds Bank PLC (‘Lloyds’) mis-sold her a payment protection insurance (‘PPI’) policy. She says that this caused her to default on her credit card which has affected her credit file. She’s also complained about the amount of money Lloyds has offered her in com... (8 pages)View decision -
Decision Reference DRN-5625296
16 Jun 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5625296 The complaint Mr C has complained about the way Creation Consumer Finance Limited administered a credit agreement he’d taken out to buy goods. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, ... (4 pages)View decision -
Decision Reference DRN-2263614
14 Dec 2020 Link Financial Outsourcing Limited Not upheldBanking and PaymentsDRN-2263614 The complaint Mr S has complained about Link Financial Outsourcing Limited chasing him for a debt which he feels should’ve been covered by a previous Payment Protection Insurance (PPI) policy. What happened This complaint is about a credit card account which Link began managing... (2 pages)View decision -
Decision Reference DRN-1483837
24 Sep 2020 Max Recovery Limited Not upheldConsumer CreditDRN-1483837The complaintMr C and Mrs G dispute a debt with Max Recovery Limited (“MRL”) and feels it has treated her unfairly. What happenedMRL says it bought this debt (relating to a credit agreement) from a bank in November 2014 and that it is for Mrs G to repay as it is now in her sole ... (3 pages)View decision -
Decision Reference DRN-2194412
12 Oct 2020 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-2194412 The complaint Ms B complains about the way in which Capquest Debt Recovery Limited (which I’ll call CDR) has chased her for payment of a debt bought from Halifax. What happened In or about June 2013 Halifax, part of Lloyds Banking Group, sold to Capquest Investments Limited (CI... (2 pages)View decision -
Decision Reference DRN4059255
19 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs V complain that NEO Media Solutions Limited (trading as One Debt Solution) failed to administer their debt management plan appropriately.our initial conclusionsOur adjudicator upheld the complaint. He concluded that One Debt Solution failed to meet the requirements of ... (2 pages)View decision -
Decision Reference DRN-2832291
23 Aug 2021 Nationwide Building Society Not upheldMortgagesDRN-2832291 The complaint Mr and Mrs B’s complaint is about additional borrowing they applied for on their mortgage with Nationwide Building Society. They are unhappy that whilst the decision in principle was an accept, Nationwide later declined the application, leaving them in a difficult... (4 pages)View decision
