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 DRN5528012
20 Jun 2014 CitiFinancial Europe Plc Not upheldBanking and creditMr and Mrs D complain that CitiFinancial Europe plc (“Citi”) did not tell them the total amount payable under their loan. They also complain that they were not responsibly advised.backgroundMr and Mrs D took secured loans from Citi to consolidate existing unsecured debt. They are unh... (1 page)View decision -
Decision Reference DRN-3182919
18 Jan 2022 Debt Managers (Services) Limited UpheldConsumer CreditDRN-3182919 The complaint Mr M has complained that Debt Managers (Services) Limited have been reporting incorrect information on his credit file. What happened This complaint is about a consumer credit agreement which defaulted in 2016 and was acquired by Debt Managers in 2017. In March 20... (2 pages)View decision -
Decision Reference DRN-3655351
2 Feb 2023 MBNA Limited Not upheldBanking and PaymentsDRN-3655351 The complaint Mr C complains that MBNA Limited have not treated him with forbearance when his credit card account was in persistent debt. What happened Mr C says MBNA repeatedly refused to reduce his credit card account interest rate to 0% while he was in persistent debt and he... (3 pages)View decision -
Decision Reference DRN-5421696
24 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5421696 The complaint Mrs W complains Cabot Credit Management Group Limited have contacted her regarding a debt for an account she doesn’t believe they have authority to do so. Mrs W is also concerned that she’s told Cabot she’s vulnerable, but they’ve continued contacting her when ... (4 pages)View decision -
Decision Reference DRN-1542183
24 Apr 2020 PRA Group (UK) Limited Not upheldConsumer CreditDRN-1542183 The complaintMrs F complains that PRA Group (UK) Limited sent her contradictory information about a debt. What happenedMrs F says that she received a letter from PRA in October 2019. She says the letter advised her that it had purchased a debt that was in her name. She said the... (2 pages)View decision -
Decision Reference DRN1757961
29 Sep 2016 Baines & Ernst Limited Not upheldBanking and creditMrs B complains that Baines & Ernst Limited (“BEL”) hadn’t provided her with satisfactory advice about her debt management plan (“DMP”). The complaint is brought to this service on Mrs B’s behalf by a claims management company (“CMC”). But for ease, I shall refe... (2 pages)View decision -
Decision Reference DRN0711523
24 May 2016 HSBC Bank plc Not upheldBanking and creditMr L complains that HSBC Bank Plc has not treated him fairly in that it recorded a default on his credit file without having sent him a default notice. He says the bank is not able to provide proof he owes the debt, and it should remove the default listing. backgroun... (2 pages)View decision -
Decision Reference DRN0952720
11 Apr 2016 MBNA Limited UpheldBanking and creditMiss B complains about the way MBNA Limited (MBNA) dealt with her credit card account when she was in financial difficulties. In particular she complains that MBNA registered a default on her credit file when she was still making payments and they were aware of her... (7 pages)View decision -
Decision Reference DRN-5112655
14 Nov 2024 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5112655 The complaint Ms S complains that Capquest Debt Recovery Limited (Capquest) unfairly continued to pursue repayment of a debt after it told her that it had marked her account as settled and closed on a goodwill basis in January 2021. What happened Ms S had an outstanding cred... (5 pages)View decision -
Decision Reference DRN7942536
13 Oct 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr W complains that Harrington Brooks (Accountants) Limited, trading as Harrington BrooksDebt Management, (“HB”), didn’t provide him with satisfactory advice when he took out adebt management plan (“DMP”) with it. The complaint is brought to this service on Mr W’sbehal... (2 pages)View decision