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 DRN2521324
1 Mar 2017 TSB Bank plc Not upheldBanking and creditMr L complains about a default applied to his credit file as a result of an overdrawn balance on his TSB Bank plc (“TSB”) account.backgroundMr L made an online transaction with his TSB debit card that caused his account to go overdrawn by £15. So TSB applied un... (2 pages)View decision -
Decision Reference DRN3031709
2 Mar 2017 Bank of Scotland Plc Not upheldBanking and creditMr A’s complaint’s about how Bank of Scotland plc (trading as Halifax) (“Halifax”) treated him when pursuing him for an outstanding debt.backgroundMr A says he started to experience financial difficulty in 2009 when he lost his job. At that time he had an outstanding... (3 pages)View decision -
Decision Reference DRN-1633695
12 Aug 2020 BW Legal Services Limited UpheldConsumer CreditDRN-1633695The complaint and backgroundMrs G is unhappy with how a debt collector, BW Legal Services Limited, treated her when it believed she’d failed to make payments to it on the agreed date. The details of this complaint are well known to both parties, so I will only summarise them aga... (3 pages)View decision -
Decision Reference DRN-1051604
29 Apr 2020 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1051604 The complaintMiss D complains that The Royal Bank of Scotland Plc (“RBS”) sold her overdraft onto a debt management company when she had a repayment arrangement. The debt management company then reported a default on her credit file, which she’d been previously told would be re... (3 pages)View decision -
Decision Reference DRN-5592149
29 Aug 2025 OPOS Limited Not upheldConsumer CreditDRN-5592149 The complaint Mr M complains that Opos Limited contacted him about a debt they should have reasonably known was statute barred. What happened Mr M’s complaint centres around a credit card account that was held with a business I’ll refer to as M. The account fell into arrears... (3 pages)View decision -
Decision Reference DRN4237066
23 Sep 2016 MEM Consumer Finance Limited UpheldBanking and creditMr S complains that MEM Consumer Finance Limited trading as Payday UK (“Payday UK”) wrongly recorded in his credit records that his loan was settled using a debt management plan (“DMP”). Mr S says this is incorrect and caused him to have a mortgage application decli... (2 pages)View decision -
Decision Reference DRN-3964794
28 Feb 2023 Arrow Global Limited UpheldBanking and PaymentsDRN-3964794 The complaint Mr Q complains about recovery action taken by Arrow Global Limited and its agents when seeking to recover a debt. What happened In early 2021 Mr Q received contact from solicitors acting for Arrow. The solicitors asked Mr Q to make contact and discuss arrangements... (3 pages)View decision -
Decision Reference DRN-3989164
4 Jul 2023 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-3989164 The complaint Mrs G complains that Lantern Debt Recovery Services Ltd (Lantern) purchased her debt of a loan from the administrators of the loan company, when it was still in dispute, and are pursuing recovery of the debt. What happened Mrs G took out a loan with a loan company... (2 pages)View decision -
Decision Reference DRN-2844985
2 Jun 2021 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-2844985 The complaint Mr R complains about Lantern Debt Recovery Services Ltd trading as Lantern trying to collect a debt on a loan which he believes was sold to him irresponsibly. He wants any charges and interest refunded. And the details of the debt removed from his credit file. Wha... (2 pages)View decision -
Decision Reference DRN3272311
27 May 2016 Cabot Financial (UK) Limited Not upheldBanking and creditMs B complains that Cabot Financial (UK) Limited is pursuing her for a debt on a store card that she says she didn’t own or use.background Ms B was being pursued in 2008 for a debt on a store card account but she says that the debt isn’t hers. The debt was assi... (2 pages)View decision