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 DRN-5430250
21 May 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5430250 The complaint Mr B says Lowell Portfolio I Ltd refuses to provide clear and not-misleading answers to his questions about an alleged outstanding debt. Because of that, Mr B believes the balance of the account has been falsified, there is no debt, and there is no agreement he... (5 pages)View decision -
Decision Reference DRN8450072
17 Jul 2019 Shop Direct Finance Company Limited Not upheldBanking and creditMr F complains about the way Shop Direct Finance Company Limited (‘Shop Direct’) managed two catalogue shopping accounts he had with it. backgroundMr F had two separately branded catalogue shopping accounts with Shop Direct.In February 2017 the direct debits Mr F had set up to make repayme... (3 pages)View decision -
Decision Reference DRN4524786
24 Mar 2020 Sainsbury's Bank Plc Not upheldBanking and creditMrs B has complained that Sainsbury’s Bank Plc (‘the bank’) has wrongly refused her claim under section 75 Consumer Credit Act 1974. backgroundMrs B says she had no choice but to use her Sainsbury credit card to pay around £4,000 to a company that claimed to be collecting, from her husband... (2 pages)View decision -
Decision Reference DRN3994322
15 Dec 2014 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc (“the bank”) loaned to him irresponsibly, and that it has been wrong to continue to chase him for the debt, and then to sell his debt on to a collections agency.backgroundMr B took out a loan with the bank in 2006 over a seven-year term. He was a... (2 pages)View decision -
Decision Reference DRN9318318
27 Nov 2013 Student Loans Company Limited Not upheldBanking and creditMr T complains, in summary, that Student Loans Company Limited (“SLCL”) pursued him for a debt that was statute barred.backgroundMr T said that SLCL should not have pursued him for repayment of a debt in October 2008 because it was statute barred pursuant to the Limitation Act 1980. ... (2 pages)View decision -
Decision Reference DRN3301782
15 Oct 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMiss F has complained that she is owed a refund from Debt Connect (U.K.) Limited, but has not received it.backgroundMiss F entered into a debt management plan with Debt Connect. When she ended the plan, it wrote to her to tell her it owed her a refund of £344. However, this has not... (1 page)View decision -
Decision Reference DRN-4179328
1 Sep 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4179328 The complaint In summary, Mr B complains that Capital One (Europe) Plc, hasn’t helped him with the credit card account he has with it. He’s said he has been using the account to its limit, struggled to make the monthly payments and has been in persistent debt for many years. Wh... (3 pages)View decision -
Decision Reference DRN2936351
28 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditMr B has complained Lloyds Bank plc lent to him irresponsibly when he wouldn’t be able to afford to repay. He was given two loans and was allowed to continue to spend on his credit cards as well.backgroundMr B has suffered a serious illness. Mrs B, his wife, applied... (3 pages)View decision -
Decision Reference DRN8189635
17 Oct 2013 The Co-operative Bank Plc UpheldBanking and creditMs M complains about the administration of a Professional Career Development Loan (PCDL) by The Co-operative Bank Plc. She says Co-operative Bank acted unfairly by referring the loan to a debt collection agency when she fell behind with payments and not reinstating it when asked. She al... (2 pages)View decision -
Decision Reference DRN8866432
31 Mar 2015 Canada Square Operations Limited UpheldPayment protection insurance (PPI)Mr B’s complaint is that Canada Square Operations Limited, trading as CitiFinancial Europe Plc (“Citi”) mis-sold him payment protection insurance (“PPI”) policies with a chain of two loans in 2003 and 2004.backgroundCiti upheld Mr B’s complaint and made an offer w... (3 pages)View decision