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 71923 results
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Decision Reference DRN5389552
13 Jun 2017 Motormile Finance UK Limited Not upheldBanking and creditMr L complains that Motormile Finance UK Limited is chasing him for repayment of a debt which he says he disputed. He says Motormile recorded a default on his credit file and delayed replying to his complaint. He wants the default removed and the debt written off.ba... (2 pages)View decision -
Decision Reference DRN7834906
27 Jan 2015 Bank of Scotland Plc UpheldBanking and creditMr E complains that Bank of Scotland plc (trading as Capital Bank) (“Capital Bank”), passed on a debt to a third party for collection that he did not owe. This has affected his credit rating and he wants compensation.backgroundMr E has been pursued for 5 years for a debt he doesn’t ow... (2 pages)View decision -
Decision Reference DRN2998881
13 Nov 2015 Shop Direct Finance Company Limited UpheldBanking and creditMr W complains that Shop Direct Finance Company Limited (the business) did not update his credit file after he paid off his debt. He says this has resulted in him being refused credit.backgroundMr W had an account with the business that feel into arrears. The acc... (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 DRN0414194
21 Sep 2015 National Westminster Bank Plc UpheldBanking and creditMr S complains that National Westminster Bank Plc pursued him for debts he says he does not owe. He also objects to the bank contacting his seriously ill daughter to trace him.backgroundMr S says that in December 2013 NatWest phoned his daughter to find out where h... (2 pages)View decision -
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 DRN8889526
17 Feb 2021 NRAM Limited Not upheldBanking and creditThis complaint is about a shortfall debt arising from the repossession of a property previously owned by Mrs C and Mr B, which was subject to a mortgage with NRAM Limited. The complaint has been brought by Mrs C, with the consent of Mr B. To settle the complaint Mrs C wants NRAM to demonst... (4 pages)View decision -
Decision Reference DRN0101722
15 May 2018 Clydesdale Bank Plc Not upheldPayment protection insurance (PPI)Mrs M complained that Clydesdale Bank PLC (Clydesdale) mis-sold her a payment protection insurance (PPI) policy associated with her credit card.backgroundMrs M took out a credit card with Clydesdale in 2001. In 2005 a PPI policy was taken out associated with that credit... (3 pages)View decision -
Decision Reference DRN-3116362
16 Feb 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3116362 The complaint Mr G complains about a credit card account he has with Lloyds Bank PLC (Lloyds). What happened In 2001, Mr G took out a credit card account with Lloyds. Mr G says that in recent years, the credit card has always been within the agreed credit limit and he has been ... (3 pages)View decision -
Decision Reference DRN6530416
11 Jun 2015 CitiFinancial Europe Plc UpheldBanking and creditMr D is unhappy that CitiFinancial Europe Plc sold a debt to a third party debt collection company even though Mr D had repaid it in full. Mr D wants CitiFinancial to compensate him for his trouble and upset.backgroundIn 2008, Mr D defaulted on his CitiFinancial loa... (2 pages)View decision
