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 76853 results
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Decision Reference DRN9526223
3 Apr 2014 Nationwide Building Society Not upheldBanking and creditMr J complains that Nationwide Building Society has not renewed a repayment plan and intends to secure a debt on his property.backgroundMr J had a credit card account with Nationwide. When he became ill and unable to work, he ran into financial difficulties, so a reduced payment plan w... (2 pages)View decision -
Decision Reference DRN-2916616
15 Jul 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2916616 The complaint Mrs S complains that Barclays Bank Plc trading as Barclaycard (Barclaycard) lent to her irresponsibly. Mrs S is represented by Mr S, her husband. What happened Mrs S had a credit card from Barclaycard from 2012. Between 2013 and 2018, her credit limit was increase... (4 pages)View decision -
Decision Reference DRN-1958469
23 Nov 2020 The Co-operative Bank Plc Not upheldConsumer CreditDRN-1958469 The complaint Mr R complains that The Co-operative Bank plc (Co-op) incorrectly placed his loan account with a debt collection agency which led to his mortgage application being declined. What happened Mr R took out a loan with Co-op while he was a student in 2017 and in error ... (2 pages)View decision -
Decision Reference DRN4475118
22 Nov 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditComplaintMs W complains that The Royal Bank of Scotland Plc (RBS) sold her debt to a third party without telling her. BackgroundMs W has told us she took out a £30,000 loan with RBS but after maintaining the payments she experienced some financial difficulties. RBS defaulted the account in... (2 pages)View decision -
Decision Reference DRN9337235
20 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMiss Y complains that NEO Media Solutions Limited (trading as One Debt Solution): misled her as to how quickly her debts would be cleared; did not clearly explain what it would charge for its services, or when these charges would be taken; and did not pass payments she made to i... (2 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 DRN-2598745
22 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2598745 The complaint Mr H complains that NewDay Ltd (“NewDay”) won’t write off his credit card debt (“debt”). He also complains that NewDay won’t amend what it has reported in respect of this debt to credit reference agencies. What happened Mr H’s complaint was considered by one of ou... (2 pages)View decision -
Decision Reference DRN6749456
19 Aug 2015 Clear View Finance Limited UpheldBanking and creditMr W complains that the debt reduction and debt management plan he set up through Clear View Finance Limited was not reducing his debt as he was led to expect.background Mr W agreed the plan with Clear View in 2013. The agreement said the aim would be to assist Mr W ... (1 page)View decision -
Decision Reference DRN0762673
29 Sep 2016 Harrington Brooks (Accountants) Limited UpheldBanking and creditMrs M has complained Harrington Brooks (Accountants) Limited, trading as Harrington Brooks Debt Management, didn’t manage her debt management plan properly. She also doesn’t believe she was given the right advice when it started in 2009.Mrs M is represented by a claims m... (4 pages)View decision -
Decision Reference DRN-2375258
22 Feb 2021 Arrow Global Limited Not upheldConsumer CreditDRN-2375258 The complaint Mr R complains that Arrow Global Limited ignored his information requests and instead took legal action against him. Mr W wants Arrow to stop pursuing him for the debt. What happened In 2012, company S assigned its rights to pursue payment of an outstanding balanc... (2 pages)View decision