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 DRN0464078
20 May 2014 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank plc sent him a letter in August 2013 to tell him he owed it money. This was not correct as Mr C had been the victim of identity fraud, which Lloyds had known about for some time. Mr C was unhappy to receive the bank’s letter as it had previously assure... (2 pages)View decision -
Decision Reference DRN6845957
16 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMiss N complains about a debt reduction agreement that she took out with NEO Media Solutions Limited, trading as One Debt Solution. She complains that it did not pay any money to her creditor and that it did not respond to her concerns satisfactorily.backgroundMiss N entered into a deb... (2 pages)View decision -
Decision Reference DRN1715071
3 Feb 2020 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)ComplaintMr T is complaining that National Westminster Bank Plc (“NatWest”) has used the compensation it offered for the mis-selling of a payment protection insurance (“PPI”) policy attached to his credit card, to reduce his outstanding debt.BackgroundIn 2018, Mr T complained to NatWest ab... (3 pages)View decision -
Decision Reference DRN3402373
26 Mar 2015 WorldPay (UK) Limited Not upheldBanking and creditMiss Q complains that WorldPay (UK) Limited has unfairly asked her to pay arrears that she had not realised had accrued. background Miss Q had a merchant facility with WorldPay for her business. WorldPay says that, after initially collecting the monthly charges under a ... (2 pages)View decision -
Decision Reference DRN8805560
11 Mar 2018 Arrow Global Limited Not upheldBanking and creditMr G complains that Arrow Global Limited holds inaccurate information about him and has pursued him for a debt which doesn’t exist.backgroundArrow Global purchased Mr G’s managed loan debt from HSBC. The balance at the date of purchase was £438.20.Mr G says that Arr... (2 pages)View decision -
Decision Reference DRN4874967
3 Aug 2016 Lowell Financial Ltd Not upheldBanking and creditMrs A complains that Lowell Financial Ltd wrongly sent a letter to her husband’s email address about a debt she had.backgroundMrs A had debts (which I shall call P and Q) with two different companies. Lowell wrote to Mrs A in 2014 to say it had purchased debt P,... (2 pages)View decision -
Decision Reference DRN-5594295
30 May 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5594295 The complaint Mrs O complains that Loans 2 Go Limited changed the date her loan repayment became due without telling her. She says this has resulted in her debt being passed to a third-party. What happened Mrs O took out a loan account with Loans 2 Go. She says she agreed w... (6 pages)View decision -
Decision Reference DRN1708080
9 Sep 2016 Blue Finance Management Limited Not upheldBanking and creditMrs P complains that her debt management plan was mis sold and subsequently mis managed by Blue Finance Management Limited, trading as Debt Plan Direct.background In March 2014 Mrs P entered into a debt management plan (DMP) with Debt Plan Direct. She made payments ... (2 pages)View decision -
Decision Reference DRN7867281
9 Oct 2018 Capquest Debt Recovery Limited UpheldBanking and creditMr H complains that Capquest Debt Recovery Limited won’t pay interest on a refund. backgroundIn 2012 Capquest acquired a debt that Mr H owed a third party lender. Mr H was in financial difficulties, this account had been in arrears for some time and Mr H was making... (2 pages)View decision -
Decision Reference DRN5492328
22 Oct 2018 Cabot Credit Management Group Limited Not upheldBanking and creditMr B complains about Cabot Credit Management Group Limited (“Cabot”) regarding entries which appear on his credit report. He wants Cabot to remove an entry dated March 2018 from his credit report. backgroundUntil 2013 Mr B held a current account and credit card with a... (2 pages)View decision