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 74313 results
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Decision Reference DRN7698045
8 Jan 2020 Tesco Personal Finance PLC Not upheldBanking and creditMr O is unhappy with Tesco Personal Finance PLC sending his account to a debt collector. backgroundMr O took out a credit card with Tesco in July 2013. Mr O then started to fall behind with his payments in 2017. In October 2017 Mr O sent Tesco information about his mental health from his G... (2 pages)View decision -
Decision Reference DRN-2519684
12 Apr 2021 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-2519684 The complaint Mr S complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) had harassed him in pursuit of payment of a debt, that he believes it has proved its the legal owner of. What happened In November 2006 Mr S took out a lo... (4 pages)View decision -
Decision Reference DRN-5717637
29 Aug 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5717637 The complaint Mr M complains that Capquest Debt Recovery Limited (Capquest) were pursuing him for a debt they should have know was statute barred. What happened I issued my provisional findings on this case on 24 June 2025 (below). The complaint Mr M complains that Capquest ... (4 pages)View decision -
Decision Reference DRN-2934378
16 Sep 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2934378 The complaint Mr F complains that Clydesdale Bank plc, trading as Virgin Money, won’t refund to him the money that he paid to a debt recovery company. What happened Mr F was owed money by a third party and entered into a contract with a debt recovery company in November 2018 fo... (3 pages)View decision -
Decision Reference DRN8335936
22 Jan 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMrs R complains that Lowell Portfolio 1 Ltd has acted inappropriately in pursuing her for a debt.Mrs R’s relative who I shall refer to as “Mr Z” represents her in this complaint.Our initial conclusionsOur adjudicator did not recommend that the complaint should be upheld.Lowell accept... (2 pages)View decision -
Decision Reference DRN9580687
2 Sep 2014 National Westminster Bank Plc Not upheldBanking and creditMr Y complains about the way he has been treated by National Westminster Bank Plc, in connection with both his personal accounts and a guarantee he gave for the debt of a company of which he was a director.backgroundpersonal accountsMr Y had a personal loan account and a mortgage with... (4 pages)View decision -
Decision Reference DRN-2465791
7 Jan 2021 NewDay Ltd UpheldConsumer CreditDRN-2465791 The complaint Mr C complains that NewDay Limited (NewDay) sold his debt to a debt collection agency without giving notice and while an agreed payment plan was in place. What happened Mr C had a loan account with NewDay and due to a change in his financial circumstances he agree... (3 pages)View decision -
Decision Reference DRN3208366
24 Nov 2015 Cabot Financial (Europe) Limited UpheldBanking and creditMr H complains that Cabot Financial (Europe) Limited can’t prove that he owes a debt it is chasing him to repay.background Mr H asked Cabot to provide proof of his debt in the form of credit agreements and proof that it legally owns the debt. Mr H was making repayme... (2 pages)View decision -
Decision Reference DRN9318320
23 Jul 2015 Arrow Global Management Limited Not upheldBanking and creditMr C is unhappy that Arrow Global Management Limited is holding him liable for a credit card account debt he says was fraudulently opened in his name.background Arrow bought Mr C’s credit card debt from a bank several years ago. Mr C says he never took out the credit ... (2 pages)View decision -
Decision Reference DRN4524973
26 Nov 2015 Bank of Scotland Plc Not upheldBanking and creditMrs P complains that Bank of Scotland plc (trading as Halifax) is wrongly holding her liable for a credit card debt.backgroundHalifax pursued Mrs P – directly, and also through collection agents – in relation to a credit card debt. Mrs P says that, in spite of several... (3 pages)View decision
