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 DRN6631585
3 Mar 2020 Capital One (Europe) plc Not upheldBanking and creditMr C complains that Capital One (Europe) plc didn’t inform him that it had assigned a debt he owed on a credit card agreement to another business.backgroundMr C tells us he first took out a credit card agreement with Capital One in 2008. At various times over the following years he says he... (2 pages)View decision -
Decision Reference DRN-1384434
22 Jan 2020 PRA Group (UK) Limited Not upheldBanking and PaymentsDRN-1384434 The complaintMrs S complains about the way PRA Group (UK) Limited have pursued her for payment of a debt they say she owes them. What happenedMrs S had an account with a bank on which she owed in excess of £1,000. The bank sold the debt to PRA in 2012. Up until March 2018, Mrs ... (3 pages)View decision -
Decision Reference DRN9214599
14 Dec 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMs L has a number of concerns about the way that The Royal Bank of Scotland Plc (RBS) treated her, including closing her current account. Ms L wants RBS to pay her compensation. backgroundMs L opened a student account with RBS in 1998. She went on to upgrade this a... (3 pages)View decision -
Decision Reference DRN-3457165
24 Oct 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3457165 The complaint Ms B complains about the actions of National Westminster Bank Plc regarding the settlement of business debts and reviews of the bank’s lending. Ms B brings the complaint behalf of herself and the estate of her late partner, Mr A. What happened Ms B and Mr A were b... (3 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 DRN0968847
5 May 2016 Lowell Portfolio I Ltd Not upheldBanking and creditMr C complains that Lowell Portfolio I Ltd (the business) did not carry out sufficient due diligence before pursuing him for a debt that wasn’t his. backgroundMr C says that the business did not undertake due diligence on a debt it received from another entity. He say... (3 pages)View decision -
Decision Reference DRN-5754708
8 Oct 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5754708 The complaint Mr H complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to him. He wants all interest and charges on the loans refunded along with statutory interest, any adverse information removed from his credit file and an affordable repay... (4 pages)View decision -
Decision Reference DRN-5646313
12 Sep 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-5646313 The complaint Mr M complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) have treated him unfairly in contacting him for debts they haven’t proven he owes. What happened Mr M’s complaint centres around three debts that Lantern are pursuing him fo... (3 pages)View decision -
Decision Reference DRN8051769
18 Feb 2020 Cabot Credit Management Group Limited Not upheldBanking and creditMr H is disputing the sum that that Cabot Credit Management Group Limited, trading as Cabot Financial (Europe) Limited, are asking him to repay. He has complained that Cabot hasn’t shown him proof of the amount owing.backgroundMr H had a loan which was opened in February 2014. The loan was... (3 pages)View decision -
Decision Reference DRN7013482
11 Jul 2016 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr D is complaining that Capital One (Europe) plc (‘Capital One’) mis-sold him a payment protection insurance (‘PPI’) policy. He’s unhappy that it’s used some of the compensation it’s offered to pay off an outstanding debt.background Mr D took out a PPI policy alongside ... (2 pages)View decision