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 72056 results
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Decision Reference DRN-3859724
7 Mar 2023 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-3859724 The complaint Miss N complains Lantern Debt Recovery Services Ltd are asking her to repay a debt which she’s said she was told would be repaid. What happened Miss N took out a loan with a company I’ll refer to as S. Miss N says when S went out of business, she was contacted on ... (3 pages)View decision -
Decision Reference DRN-5079369
25 Feb 2025 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-5079369 The complaint Mr M has complained Virgin Media Mobile Finance Limited is holding him liable for a credit agreement he didn’t take out. What happened In April 2024 Mr M received a letter from a debt collection agency about a debt. He complained to Virgin Media that there appe... (2 pages)View decision -
Decision Reference DRN8823704
16 May 2014 Shoosmiths LLP UpheldBanking and creditMiss M complains that Shoosmiths LLP refused to accept her repayment plan and has not worked with her to resolve her debt.background Miss M owes money to a building society and she suggested a monthly payment regime which would take some 200 years to pay off the debt. The society sugges... (2 pages)View decision -
Decision Reference DRN9479487
16 Dec 2014 Apex Collections Limited Not upheldBanking and creditMr F complains about debt management activities carried out by Apex Collections Limited trading as Apex Credit Management (“Apex”).backgroundApex carries out debt collection activities on behalf of lenders with regulated credit agreements. Mr F had a debt owed to a creditor which had be... (2 pages)View decision -
Decision Reference DRN-3825787
7 Dec 2022 Barclays Bank UK PLC Not upheldInsuranceDRN-3825787 The complaint The estate of the late Mr T has complained about the way in which Barclays Bank UK PLC resolved the mis-sale of a payment protection insurance (PPI) policy. Mr H has been representing the estate. What happened Mr T was in an Individual Voluntary Arrangement (IVA).... (3 pages)View decision -
Decision Reference DRN2538702
6 May 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc has not sent them any correspondence about their outstanding debt to it and say that the debt should be written off.backgroundMr and Mrs G had a mortgage account and a separate personal account with NatWest. They owed money t... (2 pages)View decision -
Decision Reference DRN6670707
5 Jul 2013 Lloyds TSB Bank Plc UpheldBanking and creditMr S has complained that Lloyds TSB Bank Plc combined his debts and applied higher interest and charges to the outstanding balance. He also complains that the bank transferred the debt to a debt collection agency which began to chase him for repayment. backgroundOur adjudicator concluded ... (2 pages)View decision -
Decision Reference DRN-5597833
2 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5597833 The complaint Miss M complains that NewDay Ltd trading as Fluid and Aqua lent irresponsibly when it approved credit card applications she made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Miss M’s... (4 pages)View decision -
Decision Reference DRN0628666
15 Feb 2017 Clydesdale Bank Plc Not upheldBanking and creditL, a limited company, complains that Clydesdale Bank Plc didn’t release security over its properties when it settled the debt owed. L says Clydesdale didn’t apply the sales proceeds to the secured loan. It then sold the debt to a third party. L also complains that C... (2 pages)View decision -
Decision Reference DRN8301468
12 Aug 2014 PayPal Sarl & Cie, SCA Not upheldBanking and creditMr E complains that PayPal Sarl & Cie, SCA refuses to write off a debt and restore his PayPal accounts. He also complains about the way PayPal has handled his complaint and of harassment over the debt.background Mr E was a victim of fraud. He sold items on ebay on behalf of som... (2 pages)View decision
