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 DRN1619763
16 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMrs D complains that National Westminster Bank Plc is asking her to repay a debt she does not owe. She asks that the debt is written off.backgroundMrs D says she did not agree to take out a loan with NatWest and did not receive the money. She says she has been paying off a loan she doe... (1 page)View decision -
Decision Reference DRN-5655824
6 Nov 2025 J D Williams & Company Limited UpheldConsumer CreditDRN-5655824 The complaint Mr M complains that JD Willams & Company Limited (“JD Williams”) refused to default his account after he entered a long-term debt management plan. What happened Mr M held a running account credit facility with JD Williams. Unfortunately, in 2018, Mr M’s cir... (3 pages)View decision -
Decision Reference DRN-4794056
2 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4794056 The complaint Mr T complains that Barclays Bank UK PLC has pursued him for a guarantee they said he gave to support lending to his business without responding to his many requests for a copy of the signed guarantee. What happened The circumstances of this complaint are fami... (3 pages)View decision -
Decision Reference DRN6691039
20 Mar 2015 C L Finance Limited Not upheldBanking and creditMiss T complains that C L Finance Limited has not been clear about the balance she owes.backgroundMiss T had a debt with a bank that was sold to CL Finance Limited. Miss T then settled a PPI complaint she had made against that bank and agreed that the settlement ... (1 page)View decision -
Decision Reference DRN-5793890
4 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5793890 The complaint Mr M complains that Shawbrook Bank Limited was irresponsible in its lending to him. What happened Mr M was provided with a £9,500 loan by Shawbrook Bank. The loan term was 60 months, and Mr M was required to make monthly repayments of £218.30. Mr M said the loa... (3 pages)View decision -
Decision Reference DRN2699641
31 Jul 2015 Baines & Ernst Limited Not upheldBanking and creditMr S complains that Baines & Ernst Limited (“BEL”) didn’t advise him properly about his debt management options and the charges involved. The complaint is brought to this service on his behalf by a firm of solicitors. But for ease, I shall refer below to all actions... (2 pages)View decision -
Decision Reference DRN-1658129
12 Jul 2020 Hoist Finance UK Limited Not upheldConsumerCreditThe complaint Mr W complains about Hoist Finance UK Limited and the way they pursued him for payment of a debt he didn’t think was enforceable. What happened In July 2015, Hoist purchased Mr W’s debt from another third-party company, who I’ll refer to as C, that had been generated from a c... (3 pages)View decision -
Decision Reference DRN-5941171
11 Nov 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5941171 The complaint Mrs W complains PRA Group (UK) Limited have taken payments for a debt they shouldn’t have and can’t prove they had authorisation to do so. What happened Mrs W has two debts with different companies – I’ll refer to them as A and F. I’ve addressed our ability to ... (3 pages)View decision -
Decision Reference DRN3802201
17 Aug 2015 Lloyds Bank PLC Not upheldBanking and creditMr H says Lloyds Bank plc must justify the value of his outstanding loan balance that it’s sold to a third party. He’s also unhappy it can’t provide a copy of the original loan agreement. background Mr H took out a loan over 25 years ago. Lloyds’ records show what ... (2 pages)View decision -
Decision Reference DRN9909759
30 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMrs L complains that National Westminster Bank Plc unfairly holds her solely liable for the overdraft debt on a business account and delayed providing her with information from its records.background Mrs L opened the business account with NatWest some years ago. She explains that the a... (2 pages)View decision