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 74313 results
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Decision Reference DRN-2573905
7 Jan 2022 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-2573905 The complaint Ms H complains that Capquest Debt Recovery Limited is chasing her for debt she says she didn’t apply for or benefit from. What happened In mid-2020, Ms H says she received a letter from Capquest chasing her for a debt it says she’d taken out through a third-party ... (4 pages)View decision -
Decision Reference DRN1857357
27 Oct 2016 Capquest Debt Recovery Limited Not upheldBanking and creditMr K’s unhappy that Capquest Debt Recovery Limited’s trying to recover a debt he says has already been settled. backgroundMr K said he arranged through a third party to settle the debt with the original creditor. He says this offer was accepted and the payments m... (1 page)View decision -
Decision Reference DRN4753383
24 Oct 2016 DEBT CORRECT Not upheldBanking and creditMr H complains that Debt Correct Limited mis-sold him a debt management plan (DMP) as it didn’t advise him that he could get free debt advice elsewhere and he’d like a refund of the fees he paid. Mr H is represented by a claims management company - but I’ll refer to... (2 pages)View decision -
Decision Reference DRN-5489146
26 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5489146 The complaint Mr B complains that Vanquis Bank Limited lent to him irresponsibly. Mr B is also unhappy that Vanquis recorded the debt as “partially settled” after it was written off. What happened In June 2023, Mr B was provided with a credit card by Vanquis with a limit of... (3 pages)View decision -
Decision Reference DRN7745554
12 Sep 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains about how The Royal Bank of Scotland Plc (“RBS”) has managed his credit card account.backgroundMr M told us that he wasn’t happy with how RBS had managed his account. He said that he suffers with depression and anxiety which at times impacts on his abi... (6 pages)View decision -
Decision Reference DRN5227591
7 Jan 2014 Capquest Debt Recovery Limited Not upheldBanking and creditMr E complains about being asked by Capquest Debt Recovery Limited to repay a debt he says is not his. He believes he has been harassed by Capquest and believes he should be compensated for his inconvenience. Mr E is represented in his complaint by his father, who will be referred to as M... (2 pages)View decision -
Decision Reference DRN5882211
6 Feb 2014 Lloyds Bank PLC Not upheldBanking and creditMr E and Mr F complain that Lloyds Bank PLC is pursuing Mr E for a business overdraft debt that they do not consider he is responsible for. They also complain that they have been quoted different amounts for what is owed.backgroundMr E and Mr F had a business loan and overdraft with Ll... (2 pages)View decision -
Decision Reference DRN-2715453
14 Apr 2021 Hoist Finance UK Limited Not upheldConsumer CreditDRN-2715453 The complaint Mr D has complained that Hoist Finance UK Limited didn’t send him the documents he asked for. What happened This complaint is about a credit card account from 2013, which was sold to Hoist in 2018. In 2020, Mr D asked Hoist for certain documents such as the credit... (2 pages)View decision -
Decision Reference DRN6633320
27 Aug 2019 Lowell Portfolio I Ltd Not upheldBanking and creditMr I complains that Lowell Portfolio I Limited is seeking repayment from him for a debt that he owed to a third party.backgroundMr I had a credit card account with a third party. The account was in arrears and Mr I was contacted about the debt by debt collection agencies acting on behalf o... (2 pages)View decision -
Decision Reference DRN-5537271
6 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5537271 The complaint Mr L complains Nationwide Building Society irresponsibly provided him with an unaffordable overdraft facility. Mr L also complains about Nationwide Building Society’s service, including its decision to not write-off his outstanding balance. What happened Nation... (6 pages)View decision
