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 71745 results
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Decision Reference DRN-1687403
27 Jul 2020 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-1687403 The complaintMr U complains that Vanquis Bank Limited acted irresponsibly by increasing his limit on his credit card account, when he was showing signs of having financial difficulties. What happenedIn 2012, Mr U took out a credit card account with Vanquis. He had a credit lim... (3 pages)View decision -
Decision Reference DRN-4197970
20 Jun 2023 Studio Retail Limited Not upheldConsumer CreditDRN-4197970 The complaint Miss J complains that Studio Retail Limited incorrectly sold a debit in relation to a running credit account she had with it. What happened Miss J had a running credit account with Studio. She says that it was subsequently included in a Minimal Asset Process bankr... (3 pages)View decision -
Decision Reference DRN9335101
6 Aug 2013 Apex Credit Management Limited UpheldBanking and creditMs B complains about Apex Credit Management Limited pursuing her for a debt that she says was repaid in 2009.backgroundThe adjudicator recommended the complaint be upheld. She felt that Ms B was justified in disputing the debt and she did not think it was fair or reasonable for Apex t... (2 pages)View decision -
Decision Reference DRN9749583
31 Mar 2014 Santander Cards UK Limited Not upheldBanking and creditMiss K opened a store credit card account administered by Santander Cards UK Limited in December 2010. She later experienced financial difficulties and the account fell into arrears. She agreed a payment arrangement with Santander in November 2011. Miss K complains that Santander sold... (2 pages)View decision -
Decision Reference DRN-5129409
6 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5129409 The complaint Miss H complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Over a period, Miss H had two credit cards issued by NewDay and the limits were increased as shown: Aqua card: Limit increase No. Date Limit December 2017 – new card £900 1 May ... (5 pages)View decision -
Decision Reference DRN9171594
20 Feb 2019 National Westminster Bank Plc UpheldBanking and creditMs M and Mr M complain that National Westminster Bank Plc continue to chase them for a debt despite it accepting a payment in full and final settlement.backgroundI issued a provisional decision on 5 February 2019, part of which is copied below.“Ms M and Mr M took ou... (4 pages)View decision -
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-3122921
21 Dec 2021 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-3122921 The complaint Ms H has complained about Cabot Credit Management Group Limited chasing her for a debt. What happened This complaint is about a credit card account which was opened in 2018, defaulted in 2019, and then was sold to Cabot later that year. Ms H asked Cabot for copies... (2 pages)View decision -
Decision Reference DRN7045688
7 Feb 2017 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr M’s complaint is about the way The Royal Bank of Scotland Plc (RBS) used the money it offered him as compensation for the sale of several payment protection insurance (PPI) policies. backgroundIn 2016 RBS upheld Mr M’s complaint that it mis-sold him PPI policies a... (2 pages)View decision -
Decision Reference DRN9106941
24 Nov 2017 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr E complains that Volkswagen Financial Services (UK) Limited (trading as SEAT Finance) handled his financial difficulty poorly when he lost his job. He says they didn’t discuss all options with him.backgroundMr E took out hire purchase agreements with SEAT Finance ... (2 pages)View decision
