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 71523 results
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Decision Reference DRN-5442063
1 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5442063 The complaint Mrs F’s complaint relates to a credit card she had with Clydesdale Bank Plc trading as Virgin Money. She has said that she considered Virgin was irresponsible when it accepted her application, and later increased her credit limit, as neither were affordable for... (4 pages)View decision -
Decision Reference DRN-2175199
30 Sep 2020 OVO (S) HOME SERVICES LIMITED UpheldInsuranceDRN-2175199 The complaint Mr R complains about the way OVO (S) Home Services Limited (OVO) pursued him for a debt it said he owed on his cancelled home services policy. What happened In June 2018 Mr R renewed his boiler home services policy with OVO. Mr R opted to pay his premium in twelve... (3 pages)View decision -
Decision Reference DRN8699514
16 Jul 2014 The Royal Bank of Scotland Plc UpheldBanking and creditMr B complained because The Royal Bank of Scotland Plc closed his personal account on Christmas Eve 2013 without warning. Mr B has a small business and he was phoned on Christmas Eve morning by the company who financed his business, to ask why he’d cancelled his direct debit. Mr B sa... (3 pages)View decision -
Decision Reference DRN-1516162
2 Oct 2020 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-1516162 The complaint Mr H says he’s been treated unfairly because even though he made his payments to his debts Link Financial Outsourcing Limited (LINK for short) still defaulted him. What happened Link says it bought this ‘pre default status’ debt (relating to a credit agreement) fr... (3 pages)View decision -
Decision Reference DRN-4644499
11 Mar 2024 Freedom Finance Limited UpheldMortgagesDRN-4644499 The complaint Mr F and Miss H complain they were mis-sold a second charge mortgage (secured loan) by Freedom Finance Limited. What happened In February 2019 Mr F and Miss H took advice from Freedom Finance, which recommended they take a secured loan with a lender I’ll call U. T... (10 pages)View decision -
Decision Reference DRN9410539
28 May 2014 Microcredit Limited UpheldBanking and creditMr A complains about how Microcredit Limited (trading as MiniCredit.co.uk) has responded to his financial difficulties.backgroundMr A took out a loan with Microcredit. A few days later he contacted it to say that he would not be able to afford to repay the loan. He asked Microcredit if... (3 pages)View decision -
Decision Reference DRN4644891
30 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMr T complains about a National Westminster Bank Plc credit card debt on his credit file, which he thinks was settled several years ago. He says he had both a credit card debt and a loan debt with NatWest, but both debts were settled at the same time. He wants Na... (2 pages)View decision -
Decision Reference DRN1562052
16 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs M complain about a debt reduction agreement that they took out with NEO Media Solutions Limited, trading as One Debt Solution. They complain that it did not pay money to their creditors as it had agreed to do.backgroundMr and Mrs M entered into a debt reduction agreement with... (2 pages)View decision -
Decision Reference DRN5125486
12 Jul 2018 Barclays Bank Plc Not upheldBanking and creditMr H has a debt with Barclays Bank Plc that was transferred to it from another business. Mr H feels Barclays has treated him unfairly about his attempts to repay it since his payments towards the debt stopped in 2012.backgroundMr H says that Barclays has treated ... (2 pages)View decision -
Decision Reference DRN4245773
20 Mar 2014 Nationwide Building Society UpheldBanking and creditMr K complains that the Nationwide Building Society applied interest and charges to an outstanding credit card debt incorrectly and that it took unjustified legal action to collect that debt.backgroundThis is a brief summary of an issue going back ten years. Mr K lost his job in 2004 an... (3 pages)View decision
