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 70898 results
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Decision Reference DRN3002680
6 Jan 2017 The Co-operative Bank Plc Not upheldBanking and creditMiss G complains that The Co-operative Bank Plc treated her unfairly when it passed account to a debt collection company.backgroundMiss G had an outstanding overdraft balance with The Co-op. Due to her personal circumstances, The Co-op agreed to suspend payments for si... (2 pages)View decision -
Decision Reference DRN-3189724
31 Jan 2022 Experian Limited Not upheldConsumer CreditDRN-3189724 The complaint Mr K has complained about Experian Limited suggesting his address to debt collectors when they were tracing someone. What happened Both parties are most familiar with what happened, so I will summarise things in brief. This complaint revolves around a utility bill... (2 pages)View decision -
Decision Reference DRN3827903
3 Mar 2016 The Co-operative Bank Plc Not upheldBanking and creditMr A complains that The Co-operative Bank Plc (“Co-op”) sold his debt, and won’t buy it back. backgroundMr A held a credit card account with Co-op, on which he defaulted. A five-year repayment plan was then agreed, subject to periodic review, at the end of which Co-o... (2 pages)View decision -
Decision Reference DRN-4516190
12 Jan 2024 Arrow Global Limited UpheldConsumer CreditDRN-4516190 The complaint Mr C complains about Arrow Global Limited’s actions when attempting to collect a debt that was fraudulently opened in his name. What happened Mr C has explained that after he moved out of an address a scammer opened various credit commitments in his name, one of w... (2 pages)View decision -
Decision Reference DRN5193181
20 Dec 2016 Debt Advisory Line Limited Not upheldBanking and creditMr and Mrs L complain that Debt Advisory Line Limited (DAL) sold them a debt management plan which was not suitable for them. They also complain that they were not told they could receive free debt advice elsewhere.Mr and Mrs L bring their complaint through their repre... (2 pages)View decision -
Decision Reference DRN-3027679
4 Oct 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3027679 The complaint Mr B is unhappy that Lloyds Bank PLC sent him a letter advising that his account is considered as being in a state of persistent debt. What happened Mr B received a letter from Lloyds which stated that his account was considered as being in a state of persistent d... (2 pages)View decision -
Decision Reference DRN1421226
6 Oct 2015 Microcredit Limited UpheldBanking and creditMr M complains about the way Microcredit Limited (trading as MiniCredit.co.uk) treated him when he was in financial difficulty.backgroundAbout a month after taking out a payday loan with Microcredit Mr M told it he was in financial difficulty. He’s unhappy with its res... (2 pages)View decision -
Decision Reference DRN-4755156
17 May 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4755156 The complaint Mr K complained that National Westminster Bank PLC (NatWest) incorrectly pursued him for debt which had been settled some years ago causing him distress and inconvenience. Mr K was also unhappy with NatWest’s delay responding to his complaint including a Subject A... (3 pages)View decision -
Decision Reference DRN-5560310
15 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5560310 The complaint Mrs A complains that Lloyds Bank plc (‘Lloyds’) sent her letters about being in persistent debt and suspended her credit card when she’d been overpaying more than was required. Mrs A wants Lloyds to recognise the upset this has caused her. What happened In Ap... (4 pages)View decision -
Decision Reference DRN8478262
31 May 2018 Barclays Bank Plc UpheldBanking and creditMiss A complains about a loan she had with Barclays Bank Plc. She’s been unwell and just wants to sort out the outstanding balance.background Miss A took out a loan with Barclays in 2005. She became ill a few years later and fell into arrears. The debt was transferre... (2 pages)View decision
