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-5229089
3 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5229089 The complaint Mr D complains NewDay Ltd trading as Aquacard irresponsibly lent to him. Mr D is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr D himself. What h... (3 pages)View decision -
Decision Reference DRN0459112
31 Jul 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMr and Mrs R complain that Cabot Financial (Europe) Limited is chasing them for repayment of a debt which has already been settled.backgroundMr and Mrs R agreed a loan in 2007 secured on their home. The account defaulted in 2010 and Mr and Mrs R made reduced monthly... (2 pages)View decision -
Decision Reference DRN-4534401
8 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4534401 The complaint Miss O complains that Clydesdale Bank Plc trading as Virgin Money unfairly reported a default on her credit card account. Miss O wants Virgin Money to remove the default. What happened Miss O was experiencing financial difficulties and could not keep up with her c... (3 pages)View decision -
Decision Reference DRN-3052123
23 Nov 2021 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-3052123 The complaint Mr K complains John Lewis Financial Services Limited (“John Lewis”) delayed in communicating with him about a balance on his credit card account. What happened Mr K brought his complaint to us after he’d been contacted by John Lewis in January 2021 informing him h... (3 pages)View decision -
Decision Reference DRN-3673985
23 Sep 2022 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-3673985 The complaint Miss B complains about Cabot Credit Management Group Limited’s actions when trying to collect a statue barred debt. What happened Cabot acquired a mail order debt in Miss B’s name in 2012. Cabot says its agents were instructed to collect the debt on its behalf and... (2 pages)View decision -
Decision Reference DRN-4163255
8 Jun 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4163255 The complaint Mr D is unhappy that Capital One (Europe) plc sold his account to a debt purchasing company (DPC) but can’t confirm to which exact company within the DPC’s group it was sold to. What happened Capital One defaulted Mr D’s credit accounts in 2019 and sold the outsta... (3 pages)View decision -
Decision Reference DRN3215826
17 Jul 2017 Express Gifts Ltd UpheldBanking and creditMs H complains about how Express Gifts Ltd has responded to her efforts to manage her debt to it.backgroundWhen Ms H’s circumstances changed in 2009 she realised that she wouldn’t be able to pay off a debt to Express. So she entered into a debt management plan. Altho... (2 pages)View decision -
Decision Reference DRN1943775
8 Oct 2015 Barclays Bank Plc Not upheldPayment protection insurance (PPI)Mr M is unhappy with the compensation Barclays Bank Plc (Barclays) offered to settle his complaint about the mis-sale of a payment protection insurance (PPI) policy.backgroundMr M complained to Barclays about the PPI linked to his credit card. After he had brought it to... (2 pages)View decision -
Decision Reference DRN7716522
22 Jun 2015 Drydens Limited Not upheldBanking and creditMr P complains that Drydens Limited (the business) is chasing him for an outstanding debt but has not provided him with the details proving he owes the money.backgroundMr P says that he was paying £30 per month to a debt collection company but that he had no informatio... (2 pages)View decision -
Decision Reference DRN-3454215
17 Sep 2022 Studio Retail Limited Not upheldConsumer CreditDRN-3454215 The complaint Mr S complains about how Studio Retail Limited (‘Studio’) handled his account when he experienced financial difficulty. What happened The background to this complaint is well known to both Mr S and Studio. I won’t repeat in detail what is already known to both par... (4 pages)View decision