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 DRN1987787
30 Aug 2019 Paragon Finance Plc Not upheldBanking and creditMr P complains that Paragon Finance PLC are unfairly pursuing him for payment of a debt they bought. backgroundMr P took out a credit card account with a bank in 2004. In early 2013, the bank formally notified him they’d sold the debt accumulated on that account. The bank have confirmed t... (3 pages)View decision -
Decision Reference DRN0363582
31 Oct 2018 Santander UK Plc Not upheldPayment protection insurance (PPI)Mrs S is unhappy with how Santander UK Plc (‘Santander’) has offered to resolve her complaint about a payment protection insurance (‘PPI’) policy attached to a loan. backgroundMrs S took out a loan for £22,000. At the same time she was sold a single premium PPI po... (4 pages)View decision -
Decision Reference DRN-4045148
27 Mar 2023 Barclays Bank UK PLC UpheldConsumer CreditDRN-4045148 The complaint Mr T is unhappy that Barclays Bank UK PLC are pursuing him to repay an unsecured personal loan taken out in 2014. What happened Mr T has said that he doesn’t remember taking out an unsecured loan in 2014 and that he has never received any contact or correspondence... (3 pages)View decision -
Decision Reference DRN-3859724
7 Mar 2023 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-3859724 The complaint Miss N complains Lantern Debt Recovery Services Ltd are asking her to repay a debt which she’s said she was told would be repaid. What happened Miss N took out a loan with a company I’ll refer to as S. Miss N says when S went out of business, she was contacted on ... (3 pages)View decision -
Decision Reference DRN-6077572
19 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6077572 The complaint Mr T complains that Barclays Bank UK PLC trading as “Tesco Bank” has continued enforcement action on his credit card account, despite him pausing payments whilst raising concerns. What happened Besides setting out Mr T’s complaint, I won’t repeat all the facts... (3 pages)View decision -
Decision Reference DRN2077028
10 May 2019 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr R’s complain is about the compensation Bank of Scotland plc (BoS) paid to settle his complaint about a mis-sold payment protection insurance (PPI) policy that was taken out alongside a loan.backgroundIn 2001 Mr R took out a loan with PPI through BoS. The premium fo... (5 pages)View decision -
Decision Reference DRN8285950
12 Mar 2014 Capital One (Europe) plc UpheldBanking and creditMr C complains that Capital One (Europe) plc wants him to repay a credit card debt that he ran up after asking it to close his account.backgroundIn 2011/12 Mr C suffered a period of financial difficulty resulting, at least in part, from a gambling addiction. In August 2012 Mr C’s fathe... (2 pages)View decision -
Decision Reference DRN-5743199
8 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5743199 The complaint Mr W complains that Capital One (Europe) plc (‘Capital One’) didn’t discharge the debt on his credit card account following the completion of his Debt Relief Order (‘DRO’) in September 2024, and this has shown negatively on his credit file. Mr W is also unhapp... (3 pages)View decision -
Decision Reference DRN-4263558
23 Aug 2023 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4263558 The complaint Ms C has complained that Link Financial Outsourcing Limited are pursuing her for a debt which she feels they haven’t sufficiently proven she owes. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. This complaint surrounds... (3 pages)View decision -
Decision Reference DRN-3590931
31 Aug 2022 Credit Link Account Recovery Solutions Limited Not upheldConsumer CreditDRN-3590931 The complaint Miss H has complained that Credit Link Account Recovery Solutions Limited are pursuing her for a debt which she feels they haven’t sufficiently proven she owes them. What happened This complaint surrounds a consumer credit account that was opened in 2019, and was ... (2 pages)View decision