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-5698149
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5698149 The complaint Miss W complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to her. What happened Miss W was approved for a Tesco credit card in October 2018, with a £500 credit limit. I have set out the credit limit increases below: February 2019 £500 ... (7 pages)View decision -
Decision Reference DRN6136399
22 Feb 2018 Shop Direct Finance Company Limited UpheldBanking and creditMr C complains that Buy Now Pay Later (BNPL) interest has been charged to his account with Shop Direct Finance Company Limited. He disputes the charges because he is in a payment arrangement with a debt management company.backgroundMr C opened an account with Littlew... (2 pages)View decision -
Decision Reference DRN7336968
24 May 2019 Capquest Debt Recovery Limited UpheldBanking and creditMr C complains that Capquest Debt Recovery Limited continued to chase him for debt that didn’t belong to him, even after he made them aware.backgroundMr C started receiving letters from Capquest in May 2017. Capquest explained they were chasing an outstanding debt t... (2 pages)View decision -
Decision Reference DRN5683845
6 Sep 2019 Drydens Limited Not upheldBanking and creditMr M complains that Drydens Limited told him the offer he made to settle a debt was acceptable, but then later said it wasn’t. background Mr M owes a debt to a lender. This lender employs Drydens to recover repayment of this debt from Mr M on its behalf. Drydens agreed a debt management pl... (3 pages)View decision -
Decision Reference DRN-2291430
2 Feb 2021 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2291430 The complaint Mrs C complains that The Royal Bank of Scotland Plc (“RBS”) informed her she was in persistent debt and it would close her credit card account. What happened Mrs C has held a credit card account with RBS since 2002. She acknowledges that she falls within the Finan... (3 pages)View decision -
Decision Reference DRN2768329
24 Jan 2014 Lloyds Bank PLC Not upheldBanking and creditMr B complains that poor service provided by Lloyds Bank PLC on his business account has led to financial problems and caused him serious inconvenience and distress. background Mr B had a loan and a business current account – with an authorised overdraft - with the bank. These accounts... (3 pages)View decision -
Decision Reference DRN2297722
14 Mar 2014 Barclays Bank Plc Not upheldBanking and creditMr M complains that Barclays Bank PLC failed to update the correspondence address for a buy-to-let mortgage he held with it, when he moved home. Consequently, when the mortgage fell into arrears, due to a problem with the direct debit, Mr M did not receive the letters sent by Barclays and... (2 pages)View decision -
Decision Reference DRN5568100
13 Apr 2017 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc shouldn’t have passed the overdraft debt on his business account to their debt recovery team. He wants this action reversed and his account reopened as he says that he was ill and this hindered his ability to make payments. He’d also l... (2 pages)View decision -
Decision Reference DRN0939237
8 Apr 2016 Lowell Portfolio I Ltd UpheldBanking and creditMr L complains that Lowell Portfolio I Ltd (Lowell) applied a default on his credit file without letting him know beforehand.Mr L wants compensation for this and for the default to be totally removed from his credit file history.backgroundI issued a provisional deci... (4 pages)View decision -
Decision Reference DRN3824914
30 Mar 2019 Lowell Financial Ltd UpheldBanking and creditMr S complains that Lowell Financial Ltd wrote to him demanding payment of an outstanding debt when it’d agreed to correspond with his father. He says Lowell Financial won’t agree his father’s offer to settle the debt.This complaint is brought on Mr S’s behalf by h... (2 pages)View decision