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 DRN6154531
13 Oct 2015 Nationwide Building Society Not upheldBanking and creditMrs E complained because Nationwide Building Society refused her application for a personal loan.backgroundIn September 2014, Mrs E became aware of a large amount of credit card debt which her husband had built up in her name. She consulted a financial advisor, and ... (2 pages)View decision -
Decision Reference DRN6618286
3 Jun 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs T, through their representative, complain that they were mis-sold two mortgages by an authorised representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs T took advice on re-mortgaging from L&G in late 2005 / early 2006 and again ... (2 pages)View decision -
Decision Reference DRN-2519684
12 Apr 2021 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-2519684 The complaint Mr S complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) had harassed him in pursuit of payment of a debt, that he believes it has proved its the legal owner of. What happened In November 2006 Mr S took out a lo... (4 pages)View decision -
Decision Reference DRN-5717637
29 Aug 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5717637 The complaint Mr M complains that Capquest Debt Recovery Limited (Capquest) were pursuing him for a debt they should have know was statute barred. What happened I issued my provisional findings on this case on 24 June 2025 (below). The complaint Mr M complains that Capquest ... (4 pages)View decision -
Decision Reference DRN-2661460
18 Mar 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2661460 The complaint Ms M is unhappy because Bank of Scotland plc trading as Halifax (“Halifax”) declined her request for a £50 overdraft. What happened Ms M asked Halifax for a £50 overdraft in August 2020, and Halifax declined her request. Ms M wasn’t happy and complained to Halifax... (2 pages)View decision -
Decision Reference DRN-3061393
21 Sep 2021 Secure Trust Bank Plc UpheldConsumer CreditDRN-3061393 The complaint Miss L has complained that Secure Trust Bank Plc lent to her irresponsibly. What happened In 2015, Miss L took out an unsecured loan with Secure Trust for a total of approximately £8,200 over 36 months. In 2016, she rolled it into a new Secure Trust unsecured loan... (4 pages)View decision -
Decision Reference DRN1600770
10 Oct 2017 Santander UK Plc UpheldBanking and creditMr A complains that Santander UK Plc didn’t actively pursue him for a debt for three years. He says this meant he didn’t have an opportunity to repay it under his debt management plan (DMP).backgroundMr A took out a loan in 2009 for £8,000 with Santander. The account fel... (2 pages)View decision -
Decision Reference DRN-5629588
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5629588 The complaint Ms G complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY administered her debt. What happened Ms G owed NatWest a debt that was related, it appears, to an overdraft. Ms G had been making repayments towards her debt via a firm I’ll call “W”. In... (3 pages)View decision -
Decision Reference DRN5309291
5 Nov 2018 Robinson Way Limited Not upheldBanking and creditMr R complains about a County Court Judgement (CCJ) Robinson Way Limited has obtained in relation to an old credit card debt. Mr R says he’s previously agreed a settlement for the debt and that the balance is too high. backgroundMr R had a credit card debt with Barcl... (3 pages)View decision -
Decision Reference DRN2235105
6 Feb 2017 HSBC Bank plc Not upheldBanking and creditMrs C complains that she still has an outstanding debt with HSBC Bank plc. She believes she has overpaid the debt. She wants the debt written off.backgroundMrs C says she made regular payments to pay off the outstanding debt on her credit card. She made these paymen... (2 pages)View decision