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 74386 results
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Decision Reference DRN8557439
13 Jul 2018 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr A is complaining that HSBC Bank Plc (“HSBC”) 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, HSBC offered Mr A compensation of £6... (2 pages)View decision -
Decision Reference DRN3322643
30 Oct 2019 Hoist Finance UK Limited Not upheldBanking and creditMr P says he no longer owes a credit card debt which originated with Santander and which Hoist Finance UK Limited says is now owed to Hoist. backgroundHoist’s representative Robinson Way Limited has written to Mr P pursuing the debt. Mr P says he’s already repaid the debt via a debt manage... (2 pages)View decision -
Decision Reference DRN7547369
6 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditMr W complains that Lloyds Bank Plc sold his credit card debt to a third party.backgroundMr W’s credit card with Lloyds defaulted in 1994 and a plan was arranged for the outstanding balance to be repaid affordably. In 2017, Lloyds sold the debt to a third party a... (2 pages)View decision -
Decision Reference DRN0268509
15 May 2019 Debt Managers (Services) Limited Not upheldBanking and creditMiss B complains that Debt Managers (Services) Limited (“DMS”) hasn’t updated her credit file correctly.backgroundMiss B had a store card with shop N. Shop N registered a default against Miss B in September 2014. In 2016, Shop N sold the debt to DMS. DMS explained to... (2 pages)View decision -
Decision Reference DRN-3239419
2 Feb 2022 Cabot Credit Management Group Limited Not upheldBanking and PaymentsDRN-3239419 The complaint Miss M has complained about Cabot Credit Management Group Limited, after a debt collector they appointed wrote to her about someone else’s account. What happened Both sides are most familiar with what happened, so I’ll summarise things in brief. In early 2021, Mis... (2 pages)View decision -
Decision Reference DRN-2651060
28 Apr 2021 Hoist Finance UK Limited Not upheldConsumer CreditDRN-2651060 The complaint Mr B complains that Hoist Finance UK Limited is asking him to repay a debt which he doesn’t owe, and which Hoist cannot give him any evidence about. Mr B wants Hoist to stop asking him to repay the alleged debt. What happened In December 2019, Hoist bought a debt ... (2 pages)View decision -
Decision Reference DRN-2404083
24 Mar 2021 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-2404083 The complaint Miss C complains that Shop Direct Finance Company Limited (SDFC) didn’t treat her fairly when she experienced financial difficulties. Miss C is represented by Mrs G, but for the purpose of this decision I have referred to Miss C throughout. What happened Miss C go... (4 pages)View decision -
Decision Reference DRN-5353716
14 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5353716 The complaint Mr K complains that Capital One (Europe) plc defaulted his credit cards and sold the debts to a debt collection agency. Mr K believes the debts should be written off because they have been outstanding for ore than 6 years. What happened Mr K held two credit car... (2 pages)View decision -
Decision Reference DRN-4079157
20 Apr 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4079157 The complaint Mr B complains that Barclays Bank UK PLC (Barclays) is pursuing him for repayment of an overdraft he says should be on hold pending the outcome of an HMRC investigation. What happened The background to this complaint is well known to both parties and was set out i... (2 pages)View decision -
Decision Reference DRN-2786262
22 Jun 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2786262 The complaint Mr L complains that Capital One (Europe) plc irresponsibly lent to him by letting him take out two credit cards. What happened In 2014, Mr L took out his first credit card with Capital One. This card had a limit of £200. In 2016, Mr L took out a second credit card... (3 pages)View decision
