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 71923 results
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Decision Reference DRN8352923
26 Feb 2015 Idem Capital Securities Limited Not upheldBanking and creditMr E complains that Idem Capital Securities Limited (trading as Idem Servicing) is chasing him to pay an unenforceable debt it doesn’t own – and harassing him by using multiple debt collectors. backgroundIn 2007 Mr E entered into a hire purchase (“HP”) agreement with a third party – ... (2 pages)View decision -
Decision Reference DRN5035634
12 Feb 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains that The Royal Bank of Scotland plc (RBS) put a charge on his property. He doesn’t believe it should have done so as he was in the process of setting up a trust deed at the time. Mr M would like the charge taken off his property.backgroundMr M says i... (3 pages)View decision -
Decision Reference DRN-3501507
21 Jul 2022 Totemic Limited Not upheldConsumer CreditDRN-3501507 The complaint Mr and Mrs N complain about the advice given to them by Totemic Limited, trading as PayPlan during their debt management plan (“DMP”). What happened Mr and Mrs N entered a DMP with PayPlan in 2005 and 2006 respectively. Between 2005 and 2020, Mr and Mrs N were mak... (2 pages)View decision -
Decision Reference DRN5045708
3 Oct 2016 Moneyplus Group Limited UpheldBanking and creditMiss H complains about the monthly fee taken by Moneyplus Group Limited. She wants the fee refunded.backgroundThe background to this complaint and my initial conclusions, were set out in my provisional decision dated 2 August 2016; a copy of this is attached and forms... (4 pages)View decision -
Decision Reference DRN6592781
7 Feb 2018 Kapama Limited Not upheldBanking and creditMiss H complains, in summary, that Kapama Limited acted unfairly by not contacting her about a debt which she now cannot afford to repay.backgroundMiss H took out a loan with a company (“C”) in February 2012 for £150 which was to be repaid in April 2012. But Miss H... (2 pages)View decision -
Decision Reference DRN-1773946
4 Nov 2020 Paragon Finance Plc Not upheldConsumer CreditDRN-1773946 The complaint Mr R complains that Paragon Finance PLC trading as Idem Servicing (Idem) is unfairly pursuing him to repay a debt it acquired from another business in 2013. What happened Idem says it acquired a debt in Mr R’s name in relation to a closed overdraft in March 2013. ... (3 pages)View decision -
Decision Reference DRN1562997
15 Mar 2016 Independent Debt Management (IDM) Limited Not upheldBanking and creditMr and Mrs N are unhappy that their debt management plan ("DMP") with Independent Debt Management (IDM) Limited has not paid off their debts as promised. Mr and Mrs N have since separated, but they have agreed to bring this complaint together.background Mr... (3 pages)View decision -
Decision Reference DRN2394877
11 Jul 2016 National Westminster Bank Plc UpheldBanking and creditMr and Mrs T complain about the way National Westminster Bank Plc (“NatWest”) has dealt with them in connection with debt arising from an unpaid current account overdraft and a defaulted loan account. background This matter goes back a number of years and NatWest has... (3 pages)View decision -
Decision Reference DRN-5491884
18 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5491884 The complaint Mrs B complains about how Nationwide Building Society treated her in relation to her credit card account that was in persistent debt. What happened Mrs B says she has been in persistent debt with her Nationwide credit card since 2015. The balance she owes has ... (4 pages)View decision -
Decision Reference DRN7105834
23 Oct 2015 Sigma SPV2 Limited Not upheldBanking and creditMr B complains that Sigma SPV2 Limited (Sigma) is pursuing him for debt he says isn’t his. And he’s unhappy with the information that has been recorded on his credit file about the debt.backgroundMr B says Sigma hasn’t provided him with a copy of the agreement he... (2 pages)View decision
