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-1769412
4 Dec 2020 Cabot Credit Management Group Limited UpheldBanking and PaymentsDRN-1769412 The complaint Mr S has complained that Cabot Credit Management Group Limited is holding him responsible for a debt which he says isn’t his. What happened In June 2016, an account was opened in Mr S’s name with a credit card provider, ‘A’. By August 2017, there was a debt of £1,... (2 pages)View decision -
Decision Reference DRN6590916
24 Apr 2013 Bank of Scotland Plc Not upheldBanking and creditMiss Y complains that Bank of Scotland will not deal with her directly to discuss a repayment plan on her loan. She is unhappy that her account is being handled by debt collection agents and believes that this breaches her data protection rights.backgroundA default notice was issued... (2 pages)View decision -
Decision Reference DRN1978413
12 Oct 2016 HSBC Bank plc Not upheldBanking and creditMr W says HSBC Bank Plc didn’t follow the right procedures when it defaulted his accounts, merged the debt and sold it to a third party. backgroundIn November 2009 and February 2010 HSBC passed Mr W’s current and loan accounts to its internal recoveries team. Both acc... (2 pages)View decision -
Decision Reference DRN-3299897
7 Jul 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3299897 The complaint Ms A complains that HSBC UK Bank plc assigned an outstanding debt to a third party and didn’t contact her before doing so. What happened Ms A had a Graduate Account with HSBC. The account was overdrawn. Ms A says that in 2014 she was experiencing financial difficu... (3 pages)View decision -
Decision Reference DRN-4182841
30 Aug 2023 Bank of Scotland Plc Not upheldMortgagesDRN-4182841 The complaint Mr and Mrs T complain that Bank of Scotland plc (trading as Halifax) treated them unfairly and caused delays. They say this resulted in them having a larger shortfall debt after their property was acquired by their local council. They ask that the shortfall debt i... (3 pages)View decision -
Decision Reference DRN2396142
22 Aug 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr V complains that The Royal Bank of Scotland Plc has inappropriately registered adverse information about him on his credit file. He says that the loan should not have been sold by the bank to a third party.backgroundMr V took the loan in October 2008 and the amount borrowed included ... (3 pages)View decision -
Decision Reference DRN-5725418
9 Oct 2025 Complete Credit Consultancy Limited Not upheldConsumer CreditDRN-5725418 The complaint Mr N complains Complete Credit Consultancy Limited trading as Zinc Credit Management (Zinc) contacted him regarding a debt and then didn’t provide documents he says they should. Mr N says Zinc also don’t have a lawful basis for processing his data. What happene... (3 pages)View decision -
Decision Reference DRN-2727777
28 Jun 2021 Azzurro Associates Limited Not upheldConsumer CreditDRN-2727777 The complaint Mr M complains that Azzurro Associates Limited (Azzurro) have registered a default against him. What happened Mr M took out a loan with a third-party lender. In 2019, this lender sold the debt of £3,849.56 to Azzurro. Azzurro, through third party debt collectors, ... (3 pages)View decision -
Decision Reference DRN4030464
4 Oct 2018 The Co-operative Bank Plc UpheldBanking and creditMs A complains about a default that The Co-operative Bank Plc (“Co-op”) has registered on her credit file. background Ms A said that her ex-husband had run up debt on their joint Co-op credit card, and he had agreed to pay it off. She considered it his debt, and she... (3 pages)View decision -
Decision Reference DRN8505160
17 Jun 2014 MBNA Limited Not upheldBanking and creditMr G had a credit card account with MBNA Limited. He complains it sold this account to a company which didn’t have a consumer credit licence. He doesn’t know who he should now be paying.backgroundMr G went into default on his credit card account with MBNA. It sold the account. MBNA i... (2 pages)View decision