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 DRN-2106926
21 Aug 2020 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-2106926The complaintMr A’s unhappy Cabot Credit Management Group Limited are asking him to repay a debt he says is unenforceable. This debt relates to two credit cards. A representative has brought this complaint on behalf of Mr A, but for simplicity I’ll just refer to him in this deci... (3 pages)View decision -
Decision Reference DRN7687083
29 Apr 2013 Debt Managers Limited UpheldBanking and creditMr Q complains that Debt Managers set up a repayment plan on the wrong date, that there was a delay before it replied to him and that he was subjected to rude treatment. background Mr Q submitted a repayment proposal to Debt Managers on 29 May 2012. It incorrectly set up the repayment pl... (1 page)View decision -
Decision Reference DRN-1585195
24 Jun 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1585195 The complaintMr T complains that Lloyds Bank PLC didn't pay a credit card refund to himWhat happenedMr T received a letter from Lloyds telling him that he was entitled to a refund of £7,000 for charges and interest applied to his credit card account. The money was paid to ... (2 pages)View decision -
Decision Reference DRN9526223
3 Apr 2014 Nationwide Building Society Not upheldBanking and creditMr J complains that Nationwide Building Society has not renewed a repayment plan and intends to secure a debt on his property.backgroundMr J had a credit card account with Nationwide. When he became ill and unable to work, he ran into financial difficulties, so a reduced payment plan w... (2 pages)View decision -
Decision Reference DRN-5718125
20 Oct 2025 DEBT CORRECT Not upheldConsumer CreditDRN-5718125 The complaint Mr G complains Debt Correct haven’t administered his Debt Management Plan (DMP) properly leading to missed payments being reported on his credit file. What happened The information I have shows Mr G entered into the DMP around November 2023. I’ve taken this fro... (2 pages)View decision -
Decision Reference DRN7685528
16 Jun 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs S complain, via a claims management company, that an authorised representative of Legal & General Partnership Services Limited (L&G) advised them to consolidate unsecured debt onto a mortgage, which they say was not in their best interests.backgroundMr an... (3 pages)View decision -
Decision Reference DRN-5309074
10 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5309074 The complaint Mrs J complains that Barclays Bank Limited is reporting a debt on her credit file that it shouldn’t be reporting. Mrs J says this error has meant she hasn’t been offered more favourable mortgage rates. What happened Mrs J had an overdraft facility with Barclay... (3 pages)View decision -
Decision Reference DRN4837424
7 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMrs V 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 money to her creditors as it had agreed to do and that it did not refund her money to her when she requested it to do so.ba... (2 pages)View decision -
Decision Reference DRN-3675620
12 Jan 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3675620 The complaint Mr K complains that his credit file is showing two defaults for the same event in 2016 on an account he held with National Westminster Bank Plc (NatWest) and so he says NatWest has registered the default incorrectly. What happened The details of this complaint are... (2 pages)View decision -
Decision Reference DRN5552578
13 May 2013 Barclays Bank Plc Not upheldBanking and creditMr L complains that Barclaycard has not given him an account breakdown showing the balance on his account prior to 2004. He also complains that it passed his debt to a third party debt collection agency without his consent, and that he was asked to pay £10 to obtain copies of his state... (2 pages)View decision
