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 DRN-5578435
17 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5578435 The complaint Mrs W complains that Bank of Scotland plc trading as Halifax sold her credit card account debt to a debt purchaser, when it said it wouldn’t do this due to her circumstances. What happened Mrs W says that in January 2022, she got into financial difficulties an... (3 pages)View decision -
Decision Reference DRN8201333
8 Nov 2018 Kapama Limited UpheldBanking and creditMr S has raised a complaint about the administration of his account, in particular the validity and amount of the outstanding debt.backgroundMr S took out a loan in 2011. The company he borrowed from has now gone into liquidation and his debt has been sold to a third ... (3 pages)View decision -
Decision Reference DRN-2407518
18 Feb 2021 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-2407518 The complaint Ms E is unhappy that Tesco Personal Finance PLC sold her account to a debt purchasing company, despite knowing that Ms E has a long-term health condition. What happened Ms E applied for a personal loan with Tesco for £12,000. The loan had a term of five years with... (3 pages)View decision -
Decision Reference DRN-5909593
27 Nov 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5909593 The complaint Mr S complains Lowell Portfolio I Ltd’s actions in pursuing debts he disputes have caused undue stress, breaches multiple legal and regulatory provisions, and demonstrated a lack of professionalism. What happened Mr S says Lowell claims to have acquired three d... (5 pages)View decision -
Decision Reference DRN2829284
1 Nov 2017 Foundation for Credit Counselling Not upheldBanking and creditMiss B complains about the advice that she was given by Foundation for Credit Counselling, trading as StepChange, in connection with her debt relief order.backgroundMiss B contacted StepChange about her debts in 2014. It prepared a personal action plan for her in November... (2 pages)View decision -
Decision Reference DRN0656750
13 Feb 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This is a complaint about how The Royal Bank of Scotland Plc (‘RBS’) paid Mr R’s share of compensation for mis-sold payment protection insurance (‘PPI’). backgroundMr and Mrs R had taken out eight loans with RBS and they bought PPI policies at the same time. In or a... (2 pages)View decision -
Decision Reference DRN-4460776
17 Nov 2023 NRAM Limited UpheldMortgagesDRN-4460776 The complaint Miss A complains that NRAM Limited Will not accept her offer of full and final settlement of a shortfall debt. Caused her distress by raising her expectations by telling her it would consider a full and final offer and then rejecting it without properly consider... (4 pages)View decision -
Decision Reference DRN-4623586
15 Mar 2024 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4623586 The complaint Mr S complains that Link Financial Outsourcing Limited is attempting to collect a debt that is statute barred. What happened In the 1990s Mr S took out student loans. Mr S has explained that in 2004 he didn’t defer the loan repayments and the account was ultimatel... (3 pages)View decision -
Decision Reference DRN-2351401
17 Dec 2020 PayPal Europe Sarl & Cie, SCA UpheldBanking and PaymentsDRN-2351401 The complaint Mr A has complained that PayPal Europe Sarl & Cie, SCA (PayPal) say that he owes them £2,450. He disputes this. What happened In January 2020, Mr A bought a service from a supplier for £2,450. His credit card account was debited through PayPal. He was unhappy ... (3 pages)View decision -
Decision Reference DRN-3024912
15 Sep 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3024912 The complaint Mr J complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) lent to him irresponsibly. What happened Mr J had a Barclaycard since 2011. There were a number of limit increases as follows: Date Limit September 2011 £3000 February 2012 £5000 Septemb... (3 pages)View decision