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 77095 results
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Decision Reference DRN2699641
31 Jul 2015 Baines & Ernst Limited Not upheldBanking and creditMr S complains that Baines & Ernst Limited (“BEL”) didn’t advise him properly about his debt management options and the charges involved. The complaint is brought to this service on his behalf by a firm of solicitors. But for ease, I shall refer below to all actions... (2 pages)View decision -
Decision Reference DRN3548910
30 Aug 2013 Robinson Way Limited Not upheldBanking and creditMr T complains that Robinson Way Limited has wrongly been pursuing him for a debt. backgroundRobinson Way says that in 2008 it purchased, from a bank, a debt on a credit card account formerly held by Mr T. He believes that the loan on the card was mis-sold by the bank and complained ... (1 page)View decision -
Decision Reference DRN-2106926
21 Aug 2020 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-2106926The complaintMr A’s unhappy Cabot Credit Management Group Limited are asking him to repay a debt he says is unenforceable. This debt relates to two credit cards. A representative has brought this complaint on behalf of Mr A, but for simplicity I’ll just refer to him in this deci... (3 pages)View decision -
Decision Reference DRN-2781366
27 Apr 2021 PayPal Europe Sarl & Cie, SCA UpheldConsumer CreditDRN-2781366 The complaint Mr W is unhappy that PayPal Europe Sarl & Cie, SCA have refused to remove a default from his credit file as a result of his bankruptcy in 2018. What happened Mr W was declared bankrupt on 22 May 2018. The debts listed in the bankruptcy order included an amount... (4 pages)View decision -
Decision Reference DRN5640495
19 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr J complains about the maladministration of an account he holds with National Westminster Bank Plc (“NatWest”). He says it didn’t respond to letters requesting information about the debt and therefore it is in breach of the tacit agreement that there is no debt.back... (2 pages)View decision -
Decision Reference DRN8181424
5 Oct 2015 Barclays Bank Plc UpheldBanking and creditMr D says Barclays Bank Plc is acting unfairly by refusing to remove a default from his credit file.background In 2000 Mr D opened an Egg credit card but Barclays took over the account in late-2011. For ease, I’ll call the business “Barclays” throughout the rest of t... (4 pages)View decision -
Decision Reference DRN4524786
24 Mar 2020 Sainsbury's Bank Plc Not upheldBanking and creditMrs B has complained that Sainsbury’s Bank Plc (‘the bank’) has wrongly refused her claim under section 75 Consumer Credit Act 1974. backgroundMrs B says she had no choice but to use her Sainsbury credit card to pay around £4,000 to a company that claimed to be collecting, from her husband... (2 pages)View decision -
Decision Reference DRN4528747
7 Jun 2013 Clydesdale Bank Plc Not upheldBanking and creditMr A complains that Clydesdale Bank PLC mis-sold him a loan he could not afford after increasing his overdraft without checking that he could repay it. He wants the bank to write off his debt without affecting his credit record.backgroundMr A had several debts with the bank, including ... (2 pages)View decision -
Decision Reference DRN1546838
11 Feb 2015 Debt Free Direct Limited UpheldBanking and creditMiss H complains that Debt Free Direct Limited (DFD) wrongly told her to enter into an Individual Voluntary Arrangement (IVA).backgroundMiss H was put in touch with DFD because she had been struggling with her debts. Following an initial call Miss H agreed to consider an IVA. After the... (2 pages)View decision -
Decision Reference DRN-3168509
26 Jan 2022 Prac Financial Limited Not upheldConsumer CreditDRN-3168509 The complaint Mr H complains that PRAC Financial Limited (PRAC) didn’t respond sympathetically to his attempts to settle an outstanding debt. What happened In 2019 PRAC bought an outstanding debt in Mr H’s name. PRAC instructed a company which I will refer to as “B” to recover ... (2 pages)View decision