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 DRN-2864019
8 Jun 2021 Equifax Limited Not upheldConsumer CreditDRN-2864019 The complaint Mrs P has complained that Equifax Limited gave her address to a debt collector. What happened In 2020, a debt collector contacted Mrs P about an old account, and told her they got her address from Equifax. Mrs P complained. She explained she was worried that if Eq... (2 pages)View decision -
Decision Reference DRN-5771857
8 Jan 2026 ONMO Limited UpheldBanking and PaymentsDRN-5771857 The complaint Mr G complains that ONMO Limited failed to refund disputed transactions that occurred on his account. He’d like the funds returned and compensation for the impact caused. What happened Mr G had an account with ONMO. In 2024 Mr G raised several transactions as f... (2 pages)View decision -
Decision Reference DRN5470301
20 May 2013 National Westminster Bank Plc Not upheldBanking and creditsummary of complaintMrs E complains that National Westminster Bank Plc put undue pressure on her to settle the debts of a family member after she told it the family member was terminally ill. She wants it to give her back her money.background I set out the background of this complaint ... (3 pages)View decision -
Decision Reference DRN6701114
11 Jan 2018 J D Williams & Company Limited UpheldBanking and creditMr O complains that J D Williams & Company Limited are chasing him for a debt which he says doesn’t belong to him as he didn’t open the account. He wants the debt removed from his credit file. backgroundMr O complained to this Service. He said he was first told a... (2 pages)View decision -
Decision Reference DRN-4405247
7 Nov 2023 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4405247 The complaint Mr C complains that Barclays Bank UK PLC irresponsibly agreed two loans for him. What happened Barclays agreed two loans for Mr C in 2018. He had previously borrowed from Barclays in 2017 but hasn’t complained about those loans. I’ve summarised some of the availab... (3 pages)View decision -
Decision Reference DRN-5953208
17 Nov 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5953208 The complaint X complains Cabot Credit Management Group Limited (“Cabot”): • Have failed to understand the impact of a promissory note sent to the original lender • Haven’t proven lawful assignment of the debt • Haven’t provided a copy of the credit agreement and statements ... (6 pages)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 DRN-3380861
21 Jun 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3380861 The complaint Ms F complains about AvantCredit of UK, LCC (“AC”) and their decision to provide her with a high-interest loan which she was unable to afford. What happened In February 2017, Ms F applied for a high-interest loan with AC. This application was approved, and Ms F wa... (4 pages)View decision -
Decision Reference DRN-3113320
20 Oct 2021 Credit Resource Solutions Ltd UpheldConsumer CreditDRN-3113320 The complaint Mr W complaints Credit Resource Solutions Ltd (CRS) haven’t treated him fairly when collecting a debt of his. What happened I issued my provisional decision setting out what’d happened, and wht I thought was a fair resolution to that. I’ve copied the relevant elem... (7 pages)View decision -
Decision Reference DRN1973823
26 Feb 2018 ARC (Europe) Limited Not upheldBanking and creditMr B complains that ARC (Europe) Ltd shouldn’t have contacted him about a debt he didn’t owe.backgroundMr B was in dialogue with a company who I’ll call P, to whom he owed a debt. On 17 January 2017, P passed the debt to ARC for collection. Following the conversations Mr... (2 pages)View decision