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 74386 results
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Decision Reference DRN2531882
25 Sep 2013 Nationwide Building Society Not upheldBanking and creditMr S complains that Nationwide Building Society failed to cancel a direct debit and as a result he is being unfairly pursued for a debt.backgroundMr S says that in December 2006 he went into a Nationwide branch and asked to cancel a direct debit. The direct debit was not stopped. There ... (2 pages)View decision -
Decision Reference DRN-3791993
24 Mar 2023 Step One Finance Limited UpheldMortgagesDRN-3791993 The complaint Mrs F complains about a secured loan which was taken out fraudulently in her name with Step One Finance Limited. She says Step One shouldn’t have granted the loan as it didn’t do proper checks on the application, and it gave her false and misleading information wh... (3 pages)View decision -
Decision Reference DRN0268509
15 May 2019 Debt Managers (Services) Limited Not upheldBanking and creditMiss B complains that Debt Managers (Services) Limited (“DMS”) hasn’t updated her credit file correctly.backgroundMiss B had a store card with shop N. Shop N registered a default against Miss B in September 2014. In 2016, Shop N sold the debt to DMS. DMS explained to... (2 pages)View decision -
Decision Reference DRN3049075
18 Oct 2013 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs D complain that they were misled into entering into a debt reduction/debt management agreement with NEO Media Solutions Limited (“NEO”). They also complain that the payments they made to NEO have not been passed on to creditors. They would like a full refund of fees paid.... (2 pages)View decision -
Decision Reference DRN1973823
26 Feb 2018 ARC (Europe) Limited Not upheldBanking and creditMr B complains that ARC (Europe) Ltd shouldn’t have contacted him about a debt he didn’t owe.backgroundMr B was in dialogue with a company who I’ll call P, to whom he owed a debt. On 17 January 2017, P passed the debt to ARC for collection. Following the conversations Mr... (2 pages)View decision -
Decision Reference DRN7228409
10 Mar 2015 Arrow Global Limited UpheldBanking and creditMr T complains that Arrow Global Ltd (the business) is chasing him about debt that is not his.backgroundMr T was contacted by agents acting on behalf of the business about two outstanding debts. He says that the debts are not his. He says that he has no association with the address that ... (2 pages)View decision -
Decision Reference DRN5573471
15 Jan 2015 Lloyds Bank PLC Not upheldBanking and creditMrs B complains that Lloyds Bank PLC sold an account it says she is responsible for to a debt collector. She says the account isn’t hers. Mrs B is represented by her husband, Mr B.backgroundLloyds’ records show that in 2005 Mrs B opened a joint account with Mr B. At the time she wasn’t ma... (2 pages)View decision -
Decision Reference DRN9909759
30 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMrs L complains that National Westminster Bank Plc unfairly holds her solely liable for the overdraft debt on a business account and delayed providing her with information from its records.background Mrs L opened the business account with NatWest some years ago. She explains that the a... (2 pages)View decision -
Decision Reference DRN-5353716
14 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5353716 The complaint Mr K complains that Capital One (Europe) plc defaulted his credit cards and sold the debts to a debt collection agency. Mr K believes the debts should be written off because they have been outstanding for ore than 6 years. What happened Mr K held two credit car... (2 pages)View decision -
Decision Reference DRN7283982
21 Mar 2014 Vanquis Bank Limited Not upheldBanking and creditMrs L requested a freeze on her credit card account as the interest rate was due to increase. She thought this would mean no interest would be charged on her account. However, she was charged interest and feels she has been misled by Vanquis Bank Limited. Mrs L also complains about the ... (2 pages)View decision
