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 DRN-2628875
31 Mar 2021 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-2628875 The complaint Mr U complains that Cabot Financial (Europe) Limited is reporting a default on his credit file for a debt that isn’t his. What happened In May 2017 a credit card debt in Mr U’s name was acquired by Cabot. Both the original lender and Cabot sent Notices of Assignme... (2 pages)View decision -
Decision Reference DRN3501554
7 Dec 2018 Capital One (Europe) plc Not upheldBanking and creditMs C complains that Capital One (Europe) plc didn’t make her aware that a debt on her credit card account hadn’t been written off when the account was settled in 2003. backgroundMs C said the debt is over 20 years old and she is unhappy Capital One has brought thi... (2 pages)View decision -
Decision Reference DRN2114192
23 Nov 2018 Cabot Credit Management Group Limited Not upheldBanking and creditMiss R complains that Cabot Credit Management Group Limited (“Cabot”) are not writing off a debt she has with them despite her suffering from an incurable illness and experiencing significant financial distress. She also complains that the business has ignored her requ... (3 pages)View decision -
Decision Reference DRN-5861028
25 Nov 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5861028 The complaint Mrs B complains that Lloyds Bank PLC was irresponsible in its lending to her. What happened Mrs B was provided with two loans by Lloyds. LoanDate Amount Term Monthly repayments 1 December 2016 £24,025 84 months £401.44 2 March 2019 £8,00084 months £149.40 Mrs ... (4 pages)View decision -
Decision Reference DRN2659657
11 Mar 2014 Bank of Scotland Plc Not upheldBanking and creditMr N complains about a loan given to him by Bank of Scotland plc, which he says was unaffordable. He also says Bank of Scotland passed the debt to several debt collectors whilst it was in dispute and did not respond to his complaint properly. background In July 2010 Mr N took out a £1... (3 pages)View decision -
Decision Reference DRN1202759
5 Sep 2013 MBNA Limited Not upheldBanking and creditMr D complains that MBNA Limited did not honour the terms of a repayment arrangement that he had agreed with it. He said the bank instead wrongly sold his debt to a collections agency which then contacted him from overseas to chase payment, but would not confirm a verbal settlement ag... (2 pages)View decision -
Decision Reference DRN7775199
13 Oct 2015 Sterling Financial Security Ltd UpheldBanking and creditMiss M complains Sterling Financial Security Ltd agreed to help her reduce her debts but hasn’t done so.backgroundIn 2009 Miss M agreed that Sterling Financial Security – known as “Best Solution” – would help reduce her debts. Miss M paid £150 a month to Best Solutio... (2 pages)View decision -
Decision Reference DRN6483022
19 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMrs C complains that NEO Media Solutions Limited (trading as One Debt Solution) failed to administer her debt management plan appropriately.our initial conclusionsOur adjudicator upheld the complaint. She concluded that One Debt Solution failed to meet the requirements of the Of... (2 pages)View decision -
Decision Reference DRN1278697
22 Nov 2017 University of Bradford Not upheldBanking and creditMr K complains that the University of Bradford (the “University”) sent his details to a debt collection agency without providing him with any written notice. He says the unexpected demands from the University’s debt collectors had a particularly adverse effect on him becaus... (2 pages)View decision -
Decision Reference DRN-4635507
19 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4635507 The complaint Miss J complains that Barclays Bank UK PLC trading as Barclaycard sent a refund to a debt collection agency (DCA). What happened Miss J had a credit card from Barclaycard. In 2022, she ran into financial difficulty and the payments to her Barclaycard stopped. Af... (2 pages)View decision