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-4460468
6 Mar 2024 Progressive Money Limited UpheldConsumer CreditDRN-4460468 The complaint Mrs J is complaining that Progressive Money Limited (PML) lent to her irresponsibly by providing her with a personal loan. What happened In April 2018, Mrs J applied for a loan with PML to consolidate her debts. They lent her £5,000 over a three-month term. The lo... (4 pages)View decision -
Decision Reference DRN1395524
15 Nov 2013 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs H complain that National Westminster Bank Plc (‘NatWest’) has failed to release the legal charge over their property.backgroundIn 1986 Mr and Mrs H took out a £15,000 mortgage (secured by legal charge over their UK property) with NatWest. Mr and Mrs H repaid the mortgage in... (1 page)View decision -
Decision Reference DRN-2850433
22 Jun 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2850433 The complaint Mr B complains that Sainsbury's Bank Plc has refused to write off his debt and has refused to provide reasons for the decision. What happened Mr B says he is unable to pay his debts following health problems. He says he asked Sainsbury’s to write off his debt... (2 pages)View decision -
Decision Reference DRN2624463
27 Aug 2013 Arrow Global Limited Not upheldBanking and creditMr B complains that Arrow Global Limited has been trying to collect a debt which he had been told was written off in 2009. backgroundMr B does not dispute that he had a debt on a credit card account. But he says that in 2009 another collection company acting for the relevant bank told ... (1 page)View decision -
Decision Reference DRN8926747
20 May 2014 Cfo Lending Limited UpheldBanking and creditMr V complains about the way Cfo Lending Limited has administered a loan and responded to his financial difficulties. He also says the loan was unaffordable.backgroundMr V took out a loan with Cfo Lending. He is unhappy with the way it has administered the loan particularly that it has... (3 pages)View decision -
Decision Reference DRN3727036
2 Sep 2015 WDFC UK Limited UpheldBanking and creditMr D complains that WDFC UK Limited (trading as Wonga.com) recorded a default on his credit file and his payday loans weren’t affordable. backgroundMr D took out numerous payday loans with Wonga. He says they weren’t affordable and he wants the interest and charges ... (3 pages)View decision -
Decision Reference DRN-5119552
24 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5119552 The complaint Mrs S complains HSBC UK Bank Plc (HSBC) should refund her, under section 75 Consumer Credit Act 1974, a payment she made to debt collectors under duress. What happened On 5 February 2024, agents from a debt recovery company (which I’ll call “D”) visited Mrs S’... (3 pages)View decision -
Decision Reference DRN5242018
8 Aug 2014 Sun Lane Ltd UpheldBanking and creditMr F complains that Sun Lane Ltd did not deliver the debt adjusting service it promised him.backgroundMr F says that he told Sun Lane he would be receiving a lump sum from his divorce and he wanted to use it to settle his debts. He says that Sun Lane agreed to provide a full and final ... (3 pages)View decision -
Decision Reference DRN4924182
31 Jul 2017 Arrow Global Limited UpheldBanking and creditMr H complains that Arrow Global Limited wrongly contacted him to ask for repayment of a debt that wasn’t his.backgroundMr H received letters from Arrow Global and from its debt collection agent chasing him for repayment of a debt. Arrow Global had obtained Mr H’s... (1 page)View decision -
Decision Reference DRN-3497901
10 Jun 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3497901 The complaint Miss H has complained that National Westminster Bank Plc (“Nat West”) have refused to remove the default records relating to debts they’ve sold to another company from her credit file – which she thinks makes her credit file inaccurate. What happened In mid-2019, ... (2 pages)View decision
