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-3069896
24 Sep 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3069896 The complaint Mr P complains that Capital One (Europe) plc has unfairly increased his minimum monthly payment as a result of being in persistent debt on one of his credit cards. What happened Mr P has two credit card accounts with Capital One. On card ending 5318, Mr P has bee... (5 pages)View decision -
Decision Reference DRN3222571
20 Jul 2017 Debitum Limited UpheldBanking and creditMs C’s complained about a debt management plan she entered into with Debitum Limited. She’s unhappy that despite her paying £240 a month her debts weren’t settled.backgroundMs C entered into a debt management plan with Debitum in 2010. She says it agreed that it wo... (3 pages)View decision -
Decision Reference DRN7393652
5 Mar 2019 Cabot Credit Management Group Limited UpheldBanking and creditMr G complains Cabot Credit Management Group Limited has been pursuing him for debts he says he doesn’t owe. He wants it to provide proof of the debts or stop chasing him.background Mr G tells us Cabot has been chasing him for several debts - but hasn’t sent him b... (2 pages)View decision -
Decision Reference DRN7618483
29 May 2019 Virgin Media Mobile Finance Limited UpheldBanking and creditMr R complains that Virgin Media Mobile Finance Limited (VMMF) has incorrectly dealt with his complaints and failed to properly deal with a debt.backgroundMr R upgraded his mobile handset in May 2017. There were two separate agreements set up with two direct debits... (3 pages)View decision -
Decision Reference DRN8380058
15 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMr O has complained about irresponsible lending by Lloyds Bank PLC (Lloyds).backgroundIn 2005, Mr O opened an account with Lloyds. It offered him a credit card with a limit of £500, which he accepted. His spending on the credit card then exceeded the limit and he ran ... (2 pages)View decision -
Decision Reference DRN1679211
13 Aug 2013 Bank of Scotland Plc Not upheldBanking and creditMs A complains that Bank of Scotland plc (trading as Halifax) has not frozen interest charges and fees on her credit card account that she is currently repaying under a debt management plan, and that consequently, the debt will not be repaid in her lifetime. background In 2012, Ms A ... (2 pages)View decision -
Decision Reference DRN-4640881
7 Mar 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-4640881 The complaint Mr O complains that Capquest Debt Recovery Limited (Capquest) are chasing him for a debt he believes was lent to him irresponsibly and sold without warning. He also complains that he hasn’t been provided with evidence the debt was legally purchased. What happe... (3 pages)View decision -
Decision Reference DRN9308588
27 Sep 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr L complains, in summary, that he was mis-sold a loan because Lloyds TSB Bank plc led him to believe that it would be repaid from a remortgage that the bank would provide.background Mr L asked Lloyds TSB to help him by providing a loan of £25,000 so he could repay his credit card de... (2 pages)View decision -
Decision Reference DRN4710252
30 Jan 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs R complain that Legal & General Partnership Services Limited advised them to consolidate a loan and credit card debt into a mortgage and recommended a more expensive mortgage than was necessary. They are assisted in bringing their complaint by a claims management company.b... (2 pages)View decision -
Decision Reference DRN1074772
31 Jan 2017 Baines & Ernst Limited Not upheldBanking and creditMrs G is unhappy about the sale and management of a debt management plan (“DMP”) by Baines & Ernst Limited.backgroundMrs G’s representative says Baines & Ernst mis-sold her a DMP. It says Baines & Ernst didn’t give her certain information when it should’ve. ... (2 pages)View decision
