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 74313 results
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Decision Reference DRN4393538
4 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMr F complains that Barclays Bank Plc trading as Barclaycard did not stand by its offer to settle his credit card debt. backgroundMr F found himself in financial difficulties and fell into arrears with his credit card. In 2011 he entered into an arrangement with Barclaycard to make small... (1 page)View decision -
Decision Reference DRN1343075
5 Sep 2014 The Mortgage Matters Partnership Not upheldBanking and creditMr and Mrs L complain through their representative that The Mortgage Matters Partnership (‘MMP’) mis-sold their mortgage.backgroundIn March 2006 Mr and Mrs L (who were then aged 65 and 58 respectively) consulted MMP (who had made contact with them) about obtaining a remortgage. They h... (2 pages)View decision -
Decision Reference DRN0358635
10 Jun 2016 Instant Cash Loans Limited UpheldBanking and creditMiss L complains that Instant Cash Loans Limited (trading as Money Shop) wrongly lent her money she couldn’t afford to pay back.backgroundMiss L took out three loans with the Money Shop. She says that the business didn’t carry out proper affordability checks and allowed... (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 DRN-3227320
27 Jan 2022 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-3227320 The complaint Mr S complains about Link Financial Outsourcing Limited’s actions when trying to recover a debt he disputed. What happened Link purchased a credit card debt in Mr S’ name from another business (A) in 2019. In January 2021 Link traced Mr S to his address and wrote ... (2 pages)View decision -
Decision Reference DRN-5122209
7 Feb 2025 Credit Resource Solutions Limited UpheldConsumer CreditDRN-5122209 The complaint Miss W complains that Credit Resource Solutions Limited (CRS) closed her account three times without giving a reason. What happened In January 2022 CRS was appointed as debt collector for a debt that Miss W owed her lender. Miss W had a debt management plan (D... (2 pages)View decision -
Decision Reference DRN5671391
2 Jul 2019 Home Retail Group Card Services Limited Not upheldBanking and creditMr N complains that Home Retail Group Card Services Limited (HRG) defaulted his account and sold it to a debt collection agency I will call M.backgroundMr N has a store card account with HRG which fell into arrears. He had to leave the country due to a family mat... (2 pages)View decision -
Decision Reference DRN4892767
7 Feb 2017 MYJAR Limited UpheldBanking and creditMr J complains that MYJAR Limited via a debt collection agency wrongly contacted him about a debt it claims he owes. He wants an explanation, confirmation that he doesn’t owe any money, and compensation for his wasted time.backgroundIn 2016, Mr J was contacted by a deb... (2 pages)View decision -
Decision Reference DRN2752462
12 Jan 2017 Vanquis Bank Limited Not upheldBanking and creditMr T complains that Vanquis Bank Limited duplicated a default registration on his credit file.backgroundVanquis passed Mr T’s account to a debt collection company in 2014 for non-payment. It later took the account back in-house, prior to selling it.Mr T says he contac... (2 pages)View decision -
Decision Reference DRN-2751366
14 Sep 2021 Cabot Financial (Europe) Limited Not upheldConsumer CreditDRN-2751366 The complaint Mr R complains Cabot Financial (Europe) Limited told him that his debt was statute barred but this wasn’t correct. What happened Mr R has a number of accounts with Cabot. But this complaint only concerns one of those them, a former credit card account. In Novembe... (2 pages)View decision
