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 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 -
Decision Reference DRN-2275585
20 Oct 2020 Advanced Payment Solutions Limited UpheldConsumer CreditDRN-2275585 The complaint Mr E’s unhappy with the actions of Advanced Payment Solutions Ltd (APS) in relation to a debt they held for him. What happened I issued my provision decision on this complaint on 2 October 2020. In it I said: On 6 February 2018 Mr E obtained a Debt Relief Order (D... (3 pages)View decision -
Decision Reference DRN-5834751
21 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5834751 The complaint Mrs T is unhappy Barclays Bank UK PLC defaulted and closed her account, even though she was making payments to reduce her overdraft. What happened Mrs T entered into a repayment arrangement with Barclays starting in July 2024 to pay off her overdraft. Mrs T was... (3 pages)View decision -
Decision Reference DRN-5714326
28 Nov 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5714326 The complaint Mr H complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) have harassed him and pursued him for a debt he isn’t convinced they have the right to be collecting. What happened Mr H had a credit card account with... (3 pages)View decision -
Decision Reference DRN-3464412
1 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3464412 The complaint Mr J complains that Bank of Scotland plc trading as Halifax (“Halifax”) irresponsibly increased his credit card limit when he was struggling with his finances. What happened Mr J applied for and was provided with a Halifax credit card account in 2009. Halifax agre... (4 pages)View decision -
Decision Reference DRN6128061
19 Dec 2013 Barrington Lewis Limited UpheldBanking and creditMr H complains that Barrington Lewis Limited failed to distribute his payments to his creditors as agreed.backgroundIt appears Mr H entered into a combined claims management and debt management agreement with Bankfair Limited at the beginning of 2010. A full copy of the signed agreement... (4 pages)View decision -
Decision Reference DRN1589949
7 Oct 2015 CitiFinancial Europe Plc UpheldBanking and creditMr B has complained CitiFinancial Europe Plc gave a credit card to his father without assessing whether he could afford to pay.Mr B is representing his father’s estate in this complaint. backgroundMr B’s father died in April 2014. He found out his father had taken... (2 pages)View decision -
Decision Reference DRN4062499
2 Jun 2017 Marks & Spencer Financial Services plc Not upheldBanking and creditMiss A says Marks & Spencer Financial Service Plc (“M&S”) has charged interest on her credit card unfairly. backgroundMiss A took out a charge card in 1987. This was upgraded to a credit card in 2003. In 2015, Miss A started on a debt management plan through... (2 pages)View decision -
Decision Reference DRN-4390956
21 Dec 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4390956 Complaint Mr G is unhappy that Metro Bank PLC (trading as RateSetter) loaded a Cifas marker against his name. Background In October 2021, Mr G applied for a loan with RateSetter. His first payment was due on 1 November 2021 but he didn’t make it. RateSetter contacted him about ... (2 pages)View decision -
Decision Reference DRN1277206
24 Apr 2013 Santander UK Plc UpheldBanking and creditMr and Mrs N complain that their current account was not closed as they expected and Santander allowed a further debt to develop and passed their account to collections.backgroundFollowing a disagreement with Santander staff Mr N was told by a branch manager that his joint account would... (2 pages)View decision