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 77331 results
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Decision Reference DRN3466756
21 Nov 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMiss B has complained that Debt Connect (U.K.) Limited did not correctly manage a debt management plan she had entered into with it.backgroundMiss B entered into a debt management plan with Debt Connect. Under the plan, she made a monthly payment, from which Debt Connect was to deduct... (2 pages)View decision -
Decision Reference DRN-3246071
25 Jan 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3246071 Complaint Mr R says that Clydesdale Bank Plc (“Clydesdale”) treated him unfairly when he ran into difficulty repaying an unarranged overdraft. He was unhappy that his account was defaulted. Background One of our investigators looked into Mr R’s concerns. She didn’t think that C... (2 pages)View decision -
Decision Reference DRN1503644
29 Sep 2016 Foundation for Credit Counselling Not upheldBanking and creditMr B complains that Foundation for Credit Counselling, trading as StepChange, mis-sold him a debt management plan. The complaint is brought on his behalf by a claims management company. It says a debt relief order would’ve been more suitable.backgroundMr B sought advice... (2 pages)View decision -
Decision Reference DRN-2089754
10 Nov 2020 Capquest Debt Recovery Limited UpheldBanking and PaymentsDRN-2089754 The complaint Mrs R is unhappy that Capquest Debt Recovery Limited (Capquest) didn’t default her account when it should’ve done, meaning it continued to show on her credit file for longer than necessary. What happened Ten years ago Mrs R had a number of debts, but she was unabl... (3 pages)View decision -
Decision Reference DRN-5686668
7 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5686668 The complaint Mr C’s complaint is about a buy-to-let mortgage he had, for which Topaz Finance Limited trading as Hessonite Mortgages has responsibility. He is unhappy that having heard nothing about the shortfall debt that was created after the property was sold, he was cont... (2 pages)View decision -
Decision Reference DRN1422905
5 Dec 2018 Clydesdale Financial Services Limited Not upheldBanking and creditMr S complains that despite Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) writing to him to say his debt had been written off and this being confirmed by the debt management company, he later received a letter to say he still had th... (2 pages)View decision -
Decision Reference DRN-3822418
17 Jan 2023 Debt Managers (Services) Limited Not upheldConsumer CreditDRN-3822418 The complaint Mr O has complained that Debt Managers (Services) Limited didn’t accept his partial settlement offer when it was in line with an amount they’d asked for in the past. What happened This complaint surrounds a defaulted hire purchase debt which was sold to Debt Manag... (2 pages)View decision -
Decision Reference DRN2540641
2 Nov 2016 Cabot Financial (Europe) Limited UpheldBanking and creditMr T complains that Cabot Financial (Europe) Limited (trading as Cabot Financial) will not tell him why it took so long to write off his credit card debt, or how the balance on the account came to increase by so much.background Mr T originally owed a debt to a credi... (2 pages)View decision -
Decision Reference DRN7648890
8 Dec 2015 Knightsbridge Insolvency Services Limited Not upheldBanking and creditMiss W complains that Knightsbridge Insolvency Services Limited wrongly advised her to enter into a protected trust.backgroundMiss W explains that Knightsbridge Insolvency Services Limited advised her to enter into a protected trust. She says that she explained that one o... (2 pages)View decision -
Decision Reference DRN2373784
7 Nov 2014 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs W complain that Lloyds Bank PLC mis-sold a business loan to them. They ask that the loan is written off.backgroundIn 2005 Mr and Mrs W were in financial difficulties. They asked Lloyds for a business loan to repay personal and business debts and provide working capital for... (2 pages)View decision