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-6047035
19 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6047035 The complaint Mr Y is unhappy that American Express Services Europe Limited (‘Amex’) recorded missed payments and defaults with the credit reference agencies, in relation to two accounts he had with them. What happened The complaint circumstances are well known to both part... (4 pages)View decision -
Decision Reference DRN9355273
17 Dec 2015 Capquest Debt Recovery Limited UpheldBanking and creditMr F complains that Capquest Debt Recovery Limited has been pursuing him for a debt which he does not owe.backgroundCapquest obtained a County Court Judgment (CCJ) against Mr F. He says he only found out when he was later alerted by a credit reference agency. In 2... (2 pages)View decision -
Decision Reference DRN5568100
13 Apr 2017 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc shouldn’t have passed the overdraft debt on his business account to their debt recovery team. He wants this action reversed and his account reopened as he says that he was ill and this hindered his ability to make payments. He’d also l... (2 pages)View decision -
Decision Reference DRN-2850433
22 Jun 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2850433 The complaint Mr B complains that Sainsbury's Bank Plc has refused to write off his debt and has refused to provide reasons for the decision. What happened Mr B says he is unable to pay his debts following health problems. He says he asked Sainsbury’s to write off his debt... (2 pages)View decision -
Decision Reference DRN5663069
23 Jun 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMr W complains, in summary, that Shop Direct Finance Company Limited, trading as very,won’t agree to write off his account balance, and that it contacted his Victim Support Officerwithout his knowledge and consent.background Mr W opened a credit account with very in Sep... (4 pages)View decision -
Decision Reference DRN0939237
8 Apr 2016 Lowell Portfolio I Ltd UpheldBanking and creditMr L complains that Lowell Portfolio I Ltd (Lowell) applied a default on his credit file without letting him know beforehand.Mr L wants compensation for this and for the default to be totally removed from his credit file history.backgroundI issued a provisional deci... (4 pages)View decision -
Decision Reference DRN-4000326
20 Mar 2023 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4000326 The complaint Mrs S complains that Lantern Debt Recovery Services Ltd is unfairly pursuing her for an outstanding debt. What happened In March 2022 Lantern purchased a debt in Mrs S’ name from another business I’ll call C. Mrs S has explained that she had an account with C but... (2 pages)View decision -
Decision Reference DRN8670058
21 Jun 2019 Bank of Scotland Plc Not upheldBanking and creditMs E complains that Bank of Scotland plc (trading as Halifax) sold the debt from her credit card account without informing her.backgroundMrs E said she received some letters from a debt agency. It’d bought a debt from Halifax. But she didn’t know the debt had been ... (2 pages)View decision -
Decision Reference DRN-4819225
3 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4819225 The complaint Mr C complains National Westminster Bank Plc (NatWest) refused to accept an affordable payment plan for his outstanding debt that wouldn’t involve a default on his credit file. What happened Mr C says he has a debt owing to NatWest in excess of £2,000 but it has r... (3 pages)View decision -
Decision Reference DRN-4451793
13 Nov 2023 Progressive Money Limited Not upheldConsumer CreditDRN-4451793 The complaint Miss C complains that Progressive Money Limited (‘Progressive’) irresponsibly gave her a loan that she couldn’t afford in August 2017. What happened In 2017, Miss C applied for a loan with Progressive. The loan amount was £5,000, the term was 48 months and the mon... (3 pages)View decision