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 70772 results
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Decision Reference DRN-4179328
1 Sep 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4179328 The complaint In summary, Mr B complains that Capital One (Europe) Plc, hasn’t helped him with the credit card account he has with it. He’s said he has been using the account to its limit, struggled to make the monthly payments and has been in persistent debt for many years. Wh... (3 pages)View decision -
Decision Reference DRN0684563
26 Oct 2015 Barclays Bank Plc UpheldBanking and creditMrs A complains that Barclays Bank PLC is pursuing her for a debt about which she knows nothing.background Mrs A says she received a letter from Barclays in late 2014 telling her that an outstanding debt had been passed to a debt recovery agent. Mrs A says she ... (2 pages)View decision -
Decision Reference DRN9817466
18 Feb 2015 National Westminster Bank Plc Not upheldBanking and creditMr V complains that National Westminster Bank Plc is acting unfairly in pursuing him for a debt he owes in relation to a personal guarantee.background Mr V and his colleague who I shall call “Mr Z” were both co-directors of a company I shall call “Q”. Mr V and Mr Z signed a personal g... (3 pages)View decision -
Decision Reference DRN-3176404
23 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3176404 The complaint Mr and Mrs R are bringing this complaint on behalf of their late son, M, against NewDay Ltd (NewDay). They believe NewDay acted irresponsibly in giving M a credit card and subsequent credit increase. What happened Mr R said that NewDay agreed a credit for M in Apr... (4 pages)View decision -
Decision Reference DRN-3807628
18 Nov 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3807628 The complaint Ms L has made various complaints about the actions of National Westminster Bank Plc (NatWest) in relation to a loan and an overdraft account she has. What happened I previously issued my provisional decision on this case. I provided more information and detail to ... (4 pages)View decision -
Decision Reference DRN-2955971
4 Aug 2021 Cabot Credit Management Group Limited Not upheldMortgagesDRN-2955971 The complaint Mr A is unhappy with the actions of Cabot Credit Management Group Limited (“Cabot”) in pursuing him for a debt. What happened Mr A took out a loan in 2007. The loan was secured by a charge against his property in favour of the original lender. Mr A fell behind wit... (4 pages)View decision -
Decision Reference DRN4269307
22 May 2017 National Westminster Bank Plc Not upheldBanking and creditMr C has complained about National Westminster Bank Plc’s (‘NatWest’) decision to close his credit card account, which has had an impact on his credit file.backgroundMr C held a credit card account with NatWest. He had a repayment plan in place and the debt owed was repo... (2 pages)View decision -
Decision Reference DRN-4561389
16 Jan 2024 Lowell Portfolio I Ltd UpheldBanking and PaymentsDRN-4561389 The complaint Miss W complains that Lowell Portfolio I Ltd harassed her in relation to an unenforceable debt. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Lowell says Miss W had a credit card with a b... (4 pages)View decision -
Decision Reference DRN-4446384
19 Dec 2023 Santander UK Plc Not upheldConsumer CreditDRN-4446384 The complaint Mrs F says Santander UK Plc irresponsibly lent to her. What happened Mrs F took out a 48-month loan for £9,400 on 5 February 2019. The monthly repayments were £269.20 and the total repayable was £12,921.60. Mrs F says she was in a debt management plan at the time ... (2 pages)View decision -
Decision Reference DRN-5537271
6 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5537271 The complaint Mr L complains Nationwide Building Society irresponsibly provided him with an unaffordable overdraft facility. Mr L also complains about Nationwide Building Society’s service, including its decision to not write-off his outstanding balance. What happened Nation... (6 pages)View decision
