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 DRN9479487
16 Dec 2014 Apex Collections Limited Not upheldBanking and creditMr F complains about debt management activities carried out by Apex Collections Limited trading as Apex Credit Management (“Apex”).backgroundApex carries out debt collection activities on behalf of lenders with regulated credit agreements. Mr F had a debt owed to a creditor which had be... (2 pages)View decision -
Decision Reference DRN-5037563
11 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5037563 The complaint Ms M complains that HSBC UK Bank Plc has treated her unfairly and provided poor customer service when her credit card account fell into persistent debt. What happened In November 2023 Ms M tried to use her credit card but she found it was blocked. She telephone... (7 pages)View decision -
Decision Reference DRN-5500432
10 Jun 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5500432 The complaint Miss M complains Link Financial Outsourcing Limited are: Asking her to repay a debt she doesn’t know anything about Won’t provide evidence they’re entitled to ask her to pay the debt Have continued to harass her even after she’s told them the debt is noth... (2 pages)View decision -
Decision Reference DRN3276231
15 Aug 2014 Shop Direct Finance Company Limited Not upheldPayment protection insurance (PPI)Mrs A’s complaint is about the amount of compensation she should receive from Shop Direct Finance Company Limited (“Shop Direct”). Mrs A believes she should receive all of the redress payable directly to her.backgroundMrs A complained about a regular premium payment protection insurance ... (3 pages)View decision -
Decision Reference DRN-2859950
18 Jun 2021 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-2859950 The complaint Mr P complains that Lantern Debt Recovery Services Ltd was chasing him for a debt which he denied was his. He seeks compensation for the costs he’s incurred. What happened Mr P tells us that he received notification by post in July 2020 regarding the repayment of ... (3 pages)View decision -
Decision Reference DRN9008145
9 Mar 2018 HSBC Bank plc Not upheldBanking and creditMr T is unhappy his credit card debt with HSBC Bank Plc has been sold to another company. He’s also unhappy HSBC haven't been able to provide a copy of his signed agreement.backgroundIn 2003 Mr T took out a loan with HSBC he says at the same time he was given... (2 pages)View decision -
Decision Reference DRN3234749
18 Dec 2017 Cabot Credit Management Group Limited Not upheldBanking and creditMr P complains Cabot Credit Management Group Limited pursued him for a debt that he said that was unenforceable. He thinks it acted in an inappropriate way when trying to recover the debt from him. Mr P asks for compensation of £7,500.our initial conclusionsOur inve... (2 pages)View decision -
Decision Reference DRN-2910914
14 Jul 2021 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2910914 The complaint Mr H is unhappy that American Express Services Europe Limited (AESEL) increased the minimum payment on his credit card without his agreement. What happened Mr H had a credit card with AESEL with a debit balance and was paying £198 each month to the account. AESEL ... (2 pages)View decision -
Decision Reference DRN0843851
15 Nov 2016 Baines & Ernst Limited Not upheldBanking and creditMiss B complains that a debt management plan was mis-sold to her by Baines & Ernst Limited. She is being helped with her complaint by a representative.backgroundMiss B entered into a debt management plan with Baines & Ernst in November 2012. It was cancelled in... (2 pages)View decision -
Decision Reference DRN4556640
24 Sep 2015 Capquest Debt Recovery Limited UpheldBanking and creditMr W complains that Capquest Debt Recovery Limited has continued to pursue him for payment of a debt which has already been settled.background A debt Mr W had was assigned to Capquest in 2012. In 2014 he made an individual voluntary arrangement (IVA) covering a numb... (2 pages)View decision