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
-
Decision Reference DRN4807826
28 Jun 2018 Nationwide Building Society Not upheldBanking and creditMr B’s representatives, the Citizen’s Advice Bureau (CAB), has complained on his behalf that correspondence relating to a credit card debt he has with the Nationwide Building Society (Nationwide) , has been sent directly to Mr B rather than to the CAB. Mr B is als... (2 pages)View decision -
Decision Reference DRN0387889
25 Mar 2014 Money Debt And Credit Limited Not upheldBanking and creditMr E complains that the individual voluntary arrangement (IVA) he has with Money Debt And Credit (Financial Services) Ltd was wrongly sold.backgroundMr E entered into an IVA with Money Debt and Credit, on the basis that all of his creditors were included in the arrangement. He late... (1 page)View decision -
Decision Reference DRN8284582
3 Jul 2020 Arrow Global Limited Not upheldBanking and creditMr N complains that Arrow Global Limited is unfairly chasing him for a debt. This complaint has been brought on his behalf by a professional representative.backgroundMr N entered into a credit agreement with a third party. This agreement was transferred to Arrow in December 2011. And Arrow... (3 pages)View decision -
Decision Reference DRN1690383
24 Jul 2014 National Westminster Bank Plc Not upheldBanking and creditMiss F complained because National Westminster Bank Plc (NatWest) transferred £823 from her ISA account to her credit card without asking her first. She wanted the money back and some compensation. She said that she didn’t receive a letter from the bank about the transfer, or a reply to... (2 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 DRN2959930
10 Feb 2014 Tesco Personal Finance PLC UpheldPayment protection insurance (PPI)Miss A has complained to Tesco Personal Finance PLC (Tesco) about the sale of three single premium payment protection insurance (PPI) policies. These policies were sold in conjunction with personal loans between March 2004 and October 2006. Tesco has upheld Miss A’s complaint and off... (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 DRN-4661452
20 Mar 2024 Lendable Ltd Not upheldConsumer CreditDRN-4661452 The complaint Mr D complains that Lendable Ltd is unfairly reporting missed payments to the credit reference agencies in respect of two loans he has with it. What happened Mr D entered into two loans with Lendable. He was making contractual repayments until December 2020 when h... (3 pages)View decision -
Decision Reference DRN-5211293
17 Jan 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5211293 The complaint Mr R complains that Creation Consumer Finance Ltd (Creation) did not mark his account as defaulted. What happened Mr R had a debt with Creation (and other lenders). He entered a Scottish Debt Arrangement Scheme (DAS) in January 2020. The debt due to Creation wa... (3 pages)View decision -
Decision Reference DRN0801345
27 Jun 2016 PRA Group (UK) Limited Not upheldBanking and creditMiss C complains that PRA Group (UK) Limited harassed her with persistent phone calls about her outstanding debts. She asked for the phone calls to stop and for the debts to be written off.backgroundMiss C had with four debts with third parties, which PRA then bought ... (2 pages)View decision