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 71523 results
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Decision Reference DRN-3011355
24 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3011355 The complaint Mr B complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr B applied for a credit card with Aqua in March 2015 and it was agreed with a limit of £250. Increases were then made as follows: Date Limit March 2015 (new card) £250... (4 pages)View decision -
Decision Reference DRN-5424081
25 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5424081 The complaint Mr Q complains that Cabot Credit Management Group Limited, trading as Cabot Financial (Europe) Limited are pursuing him for several debts which he says they haven’t evidenced they own. What happened A debt purchaser (DP) say they acquired three separate debts,... (7 pages)View decision -
Decision Reference DRN-2274941
18 Dec 2020 Lowell Financial Ltd Not upheldBanking and PaymentsDRN-2274941 The complaint Miss R says Lowell Financial Limited is treating her unfairly because it will not remove two separate defaults from her credit file on two different debts that it holds. What happened Miss R says that her extreme personal circumstances and failings of the firms wi... (3 pages)View decision -
Decision Reference DRN9570176
29 Feb 2016 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Miss S complained about the compensation National Westminster Bank Plc (NatWest) offered to settle her complaint about mis-sold payment protection insurance (PPI) and how NatWest has used the compensation.background Miss S complained about PPI taken out with a loan in Janu... (7 pages)View decision -
Decision Reference DRN2771506
3 Sep 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMrs R and Mr S through their solicitors ML complain Legal & General Partnership Services Limited (“L & G”) gave them poor advice about debt consolidation. They want compensation.backgroundMrs R and Mr S said they were advised by L & G to borrow more mone... (2 pages)View decision -
Decision Reference DRN-2436185
18 Jan 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2436185 The complaint Mrs R is complaining about the administration of her credit card account by Capital One (Europe) plc. What happened Mrs R moved overseas in 2010. She was struggling to pay off her credit card debts so in May 2011 she contacted a UK debt charity who set up a debt m... (3 pages)View decision -
Decision Reference DRN8492610
11 Jan 2018 Nationwide Building Society Not upheldBanking and creditMrs H complains that Nationwide Building Society didn’t include her personal loan in a debt management plan. She also disputes the amount of her credit card debt that was included in the plan.backgroundMrs H went into a debt management plan with the help of a third... (2 pages)View decision -
Decision Reference DRN9046825
12 Jul 2013 Lloyds TSB Bank Plc UpheldBanking and creditMr B complains that Lloyds TSB Bank plc wrote to him directly about a debt which was included in a debt relief order and that it sold the debt to a firm of debt collectors. Mr B is assisted in bringing his complaint by his relative, Miss B. backgroundA debt relief order was made in relat... (2 pages)View decision -
Decision Reference DRN0363559
15 Nov 2016 Debt Advisory Line Limited Not upheldBanking and creditMr and Mrs P complain that a debt management plan was mis-sold to them by Debt Advisory Line Limited. They are being helped with their complaint by a representative. backgroundMr and Mrs P entered into a debt management plan with Debt Advisory Line in August 2010.... (2 pages)View decision -
Decision Reference DRN-2203345
7 Oct 2020 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-2203345 The complaint Miss M has complained that Cabot Credit Management Group Limited are chasing her for a debt she says she doesn’t owe. What happened In February 2019, Cabot bought this debt from the original owner. They sent a notice of assignment to Miss M. Miss M replied with a ... (2 pages)View decision
