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 76853 results
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Decision Reference DRN-5976773
28 Nov 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5976773 The complaint Mrs H says Everyday Lending Limited, trading as Evlo, irresponsibly lent to her. What happened Mrs H took out a loan for £12,500 over 60 months in November 2023. The monthly repayments were £443.89 and the total repayable was £26,633.40. She says the loan was n... (4 pages)View decision -
Decision Reference DRN-5129409
6 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5129409 The complaint Miss H complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Over a period, Miss H had two credit cards issued by NewDay and the limits were increased as shown: Aqua card: Limit increase No. Date Limit December 2017 – new card £900 1 May ... (5 pages)View decision -
Decision Reference DRN-1723780
7 Oct 2020 Link Financial Outsourcing Limited Not upheldBanking and PaymentsDRN-1723780 The complaint Mr G is unhappy that Link Financial Outsourcing Limited (Link Financial) won’t accept the offer he made to settle a debt related to his current account. What happened Mr G’s debt with a bank was sold to Link Financial. Mr G made an offer to settle the debt. Howeve... (2 pages)View decision -
Decision Reference DRN1202759
5 Sep 2013 MBNA Limited Not upheldBanking and creditMr D complains that MBNA Limited did not honour the terms of a repayment arrangement that he had agreed with it. He said the bank instead wrongly sold his debt to a collections agency which then contacted him from overseas to chase payment, but would not confirm a verbal settlement ag... (2 pages)View decision -
Decision Reference DRN8558124
12 Dec 2014 Santander Cards UK Limited Not upheldBanking and creditMr N has complained that Santander Cards UK Limited is pursuing him for a debt on a store card when he believes the arrears are the result of their original error in cancelling a direct debit.backgroundIn October 2010, Santander cancelled the direct debit that Mr N h... (2 pages)View decision -
Decision Reference DRN0336525
5 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMr S complains that National Westminster Bank Plc didn’t amend his bank account details when he asked it to. He says this mistake means NatWest is holding him liable for debts accrued by his business.backgroundMr S says he asked NatWest to change his business accou... (2 pages)View decision -
Decision Reference DRN6098614
19 Feb 2018 Tesco Personal Finance PLC Not upheldBanking and creditMr H has complained that Tesco Personal Finance PLC told him his debt had been repaid when there remained an outstanding balance. backgroundMr H took out a loan with Tesco in 2009 for £5,500. In 2017 Mr H complained to Tesco about irresponsible lending at the time of t... (2 pages)View decision -
Decision Reference DRN9683812
6 Jun 2019 Capital One (Europe) plc Not upheldBanking and creditMrs E complains about the way Capital One (Europe) plc tried to recover a credit card debt from her. Mrs E says Capital One instructed four different debt collection businesses at the same time and that they sent private information to an unrelated address. Mrs E also... (3 pages)View decision -
Decision Reference DRN3036055
15 Mar 2016 Cabot Financial (Europe) Limited Not upheldBanking and creditMrs M complains that Cabot Financial (Europe) Limited is asking her to repay a debt which has been written off. It also started court proceedings when it knew she was disputing the debt. She is assisted in her complaint by her husband, Mr M. backgroundMrs M held ... (3 pages)View decision -
Decision Reference DRN8234028
8 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMiss G says since Bank of Scotland plc (trading as Halifax) defaulted her loan and current accounts she’s suffered unprofessional service on the phone. And her credit file hasn’t been updated accurately. The bank’s compensation of £75 (plus £31.50 to cover call co... (2 pages)View decision