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 DRN2650559
30 Nov 2015 MBNA Limited Not upheldBanking and creditMr M complains that MBNA Limited sold a debt to a third party agency without informing him of the debt or that it would be selling it.backgroundIn 2013, Mr M informed all his creditors that he was in financial difficulties. Mr M says that he contacted MBNA and a... (2 pages)View decision -
Decision Reference DRN1833223
9 Dec 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMr and Mrs F complain about the actions of Debt Connect (U.K.) Limited (“DC”) after they paid a lump sum to it for the purposes of debt settlement. They say DC has failed to distribute this payment to their creditors, and many of their debts remain unpaid. backgroundThe background to t... (5 pages)View decision -
Decision Reference DRN4315441
1 Nov 2013 Cabot Financial (Europe) Limited Not upheldBanking and creditMr T complains that Cabot Financial (Europe) Limited (“Cabot”) is seeking repayment from him of an incorrect amountbackgroundMr T originally had a debt with another financial provider (“the original lender”) which was sold to Cabot in April 2011. Mr T was told about the debt sale in May... (2 pages)View decision -
Decision Reference DRN0531488
15 Jan 2019 Lloyds Bank PLC Not upheldBanking and creditMrs H complains that Lloyds Bank PLC paid a refund she was due on her credit card account to a debt purchaser instead of her. backgroundMrs H had a credit card account that defaulted in 2012. The debt on the account was sold to a debt purchaser in 2014. In December... (2 pages)View decision -
Decision Reference DRN7393652
5 Mar 2019 Cabot Credit Management Group Limited UpheldBanking and creditMr G complains Cabot Credit Management Group Limited has been pursuing him for debts he says he doesn’t owe. He wants it to provide proof of the debts or stop chasing him.background Mr G tells us Cabot has been chasing him for several debts - but hasn’t sent him b... (2 pages)View decision -
Decision Reference DRN-5316727
4 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5316727 The complaint Miss M complains Lloyds Bank PLC sold debts for her credit card and loan accounts to a debt purchaser without telling her in advance. What happened Miss M took out a credit card and a loan with Lloyds. Unfortunately, she fell into difficulties and had to use a ... (2 pages)View decision -
Decision Reference DRN-2832291
23 Aug 2021 Nationwide Building Society Not upheldMortgagesDRN-2832291 The complaint Mr and Mrs B’s complaint is about additional borrowing they applied for on their mortgage with Nationwide Building Society. They are unhappy that whilst the decision in principle was an accept, Nationwide later declined the application, leaving them in a difficult... (4 pages)View decision -
Decision Reference DRN-1741496
7 Aug 2020 Bank of Scotland Plc Not upheldConsumer CreditDRN-1741496The complaintMr G is unhappy with the way Bank of Scotland plc (trading as Halifax) has handled his loan account. What happenedMr G’s complaint is that:1. Halifax haven’t provided him with statements for his personal loan account2. Halifax charged him more than they should have ... (3 pages)View decision -
Decision Reference DRN3222571
20 Jul 2017 Debitum Limited UpheldBanking and creditMs C’s complained about a debt management plan she entered into with Debitum Limited. She’s unhappy that despite her paying £240 a month her debts weren’t settled.backgroundMs C entered into a debt management plan with Debitum in 2010. She says it agreed that it wo... (3 pages)View decision -
Decision Reference DRN-2762589
6 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2762589 The complaint Miss S is complaining about NewDay Ltd trading as Aqua. She says they lent to her irresponsibly when they gave her a credit card in August 2016, and again when they increased her credit limit in April 2017. What happened Miss S applied for an Aqua credit card in A... (3 pages)View decision