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 DRN4315441
1 Nov 2013 Cabot Financial (Europe) Limited Not upheldBanking and creditMr T complains that Cabot Financial (Europe) Limited (“Cabot”) is seeking repayment from him of an incorrect amountbackgroundMr T originally had a debt with another financial provider (“the original lender”) which was sold to Cabot in April 2011. Mr T was told about the debt sale in May... (2 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-5388368
13 Mar 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5388368 The complaint Mr A complains that ACI-UK LIMITED (ACI) are chasing him for a debt they’ve been unable to evidence legal ownership of. He also complains that ACI registered a default on his credit file in 2022, for a debt that allegedly defaulted in 2018. What happened I issu... (5 pages)View decision -
Decision Reference DRN4703572
18 Sep 2018 Pentagon (UK) Limited Not upheldBanking and creditMrs D complains that Pentagon (UK) Limited trading as Euro Debt Financial Services mis- sold her a Debt Management Plan (DMP). Mrs D says she thought she had entered an Individual Voluntary arrangement (IVA).backgroundIn 2010 Mrs D took advice from a debt management ... (2 pages)View decision -
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-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 -
Decision Reference DRN9699095
2 Jul 2013 John Lewis Financial Services Limited Not upheldBanking and creditMr E complained that John Lewis Financial Services Limited (“John Lewis”) irresponsibly provided him with a credit card account. He says John Lewis has not helped him, given his financial difficulties and health issues; and he provided income and expenditure information and offered to m... (3 pages)View decision -
Decision Reference DRN2927195
19 Mar 2020 Lloyds Bank PLC Not upheldBanking and creditThe estate of Mr T is unhappy that Lloyds Bank PLC used money in his bank account to pay a credit card debt. The estate wants Lloyds to repay this money along with interest. This complaint is brought on behalf of the estate by its representative, who I’ll call Mr T1.backgroundMr T sadly pa... (2 pages)View decision -
Decision Reference DRN-3176455
2 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3176455 The complaint Mr J complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr J applied for an Aqua credit card in March 2014 and it was agreed with a limit of £250. Limit increases were offered by Aqua and put in place as follows: Date Limit M... (4 pages)View decision -
Decision Reference DRN-3182919
18 Jan 2022 Debt Managers (Services) Limited UpheldConsumer CreditDRN-3182919 The complaint Mr M has complained that Debt Managers (Services) Limited have been reporting incorrect information on his credit file. What happened This complaint is about a consumer credit agreement which defaulted in 2016 and was acquired by Debt Managers in 2017. In March 20... (2 pages)View decision
