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 74313 results
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Decision Reference DRN5381663
26 Aug 2015 Digital Finance Services UK Limited UpheldBanking and creditMr K complains that Digital Finance Services UK Limited tried to collect £3,160.62 from him for an initial loan of £400. He complains they didn’t answer any of his queries about the amount of the debt and wouldn’t provide proof they were entitled to collect it. backg... (2 pages)View decision -
Decision Reference DRN-5328727
10 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5328727 The complaint Mr C has complained about a loan Zopa Bank Limited provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. Mr C is represented in bringing his complaint, but for ease I’ve written as if we’ve dealt directly with him th... (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 DRN2973694
13 Nov 2014 1st Credit Limited UpheldBanking and creditMrs K complains that 1st Credit Limited unfairly sent letters chasing her debt, including the threat of court proceedings, far too early and without first assessing her situation properly.background1st Credit bought Mrs K’s debt from her previous lender. It sent a notice of assignment ... (3 pages)View decision -
Decision Reference DRN-2891586
2 Jul 2021 Mortgage Express Not upheldMortgagesDRN-2891586 The complaint Mrs J’s complaint is about a mortgage she used to have with Mortgage Express (MX). The mortgage – and the property it was secured on – were in the joint names of Mrs J and her then husband, Mr A. Mrs J is unhappy that MX was been granted a charging order over the ... (3 pages)View decision -
Decision Reference DRN9070349
25 Jan 2018 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr D is unhappy with how National Westminster Bank Plc (NatWest) has resolved his complaint about a payment protection insurance (‘PPI’) policy attached to his credit card.backgroundMr D took out a credit card with NatWest in 2003. Mr D also had a PPI policy on t... (2 pages)View decision -
Decision Reference DRN0508976
3 Sep 2015 MBNA Limited Not upheldBanking and creditMr D complains that MBNA Limited defaulted his credit card account after it agreed to accept reduced monthly payments. Mr D says MBNA accepted a lump sum payment in settlement of the debt but has only recently marked his credit file as partially settled. Mr D wants ... (3 pages)View decision -
Decision Reference DRN-2411556
18 Jan 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2411556 The complaint Mr S is unhappy that Vanquis Bank Limited (Vanquis) didn’t tell him about a remaining debt on his credit card account which it reported to credit reference agencies. What happened Several years ago, Mr S entered into a debt management plan through an external orga... (2 pages)View decision -
Decision Reference DRN2609590
30 Sep 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs S complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs S had a mortgage which was coming to the end of its fixed rate. They were advised by L&G to re-mortgage to ... (2 pages)View decision -
Decision Reference DRN-3407957
7 Jun 2023 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-3407957 The complaint Mrs W complains that Home Retail Group Card Services Limited (trading as Argos Financial Services) reported missed payments on her credit file. What happened Mrs W had a catalogue shopping account with Argos. In August 2015 Mrs W entered a debt management plan wit... (2 pages)View decision
