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 71523 results
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Decision Reference DRN9980323
27 Sep 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditMrs T says she is not responsible for the repayment of an overdraft on a joint account with The Royal Bank of Scotland Plc. backgroundOur adjudicators could find no evidence the debt had been repaid. So they did not uphold the complaint.Mrs T asked for this review of her complaint by ... (1 page)View decision -
Decision Reference DRN-5064644
5 Mar 2025 East Sussex Credit Union Limited UpheldConsumer CreditDRN-5064644 The complaint Mr C complains East Sussex Credit Union Limited trading as Wave Community Bank (WCB) should have defaulted his account when he fell into financial difficulties. He says their failure to do so resulted in him having to accept a more expensive mortgage deal when ... (4 pages)View decision -
Decision Reference DRN7478894
9 Sep 2015 OPOS Limited UpheldBanking and creditMr R has complained that OPOS Limited is unfairly pursuing him for a debt.background Around three years ago, Mr R took out a loan for £150 with another business. Ultimately, the debt, plus interest, was passed to OPOS. The debt stood at £1,181.50.Mr R feels he sh... (1 page)View decision -
Decision Reference DRN-3312572
11 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3312572 The complaint Mr O complains that HSBC UK Bank Plc allowed his identity to be used to fraudulently open a bank account. What happened Mr O explained that he first became aware of a default on his credit file in January 2021. The default related to an overdraft on a HSBC current... (2 pages)View decision -
Decision Reference DRN7096646
31 Dec 2018 Prac Financial Limited Not upheldBanking and creditMr K is unhappy with how PRAC Financial Limited (PRAC) pursued him for a debt which he thought was settled. PRAC generally acted through its legal representative – but for ease, I’ve just referred to PRAC in my decision. backgroundIn January 2017, a lender wrote t... (4 pages)View decision -
Decision Reference DRN-2934875
5 Jan 2022 Oplo PL Ltd UpheldConsumer CreditDRN-2934875 The complaint Mr H complains Oplo PL Ltd lent to him irresponsibly. What happened Mr H took out a loan with Oplo, then trading under a different name, for £2000 to be repaid over a period of 36 months. The monthly repayment was £83.16, and the total cost of the borrowing was £2... (3 pages)View decision -
Decision Reference DRN-3471147
7 Jul 2022 Cabot Credit Management Group Limited Not upheldBanking and PaymentsDRN-3471147 The complaint Mr H is unhappy about the way that Cabot Credit Management Group Limited (Cabot) has been managing the collection of several outstanding accounts in his name. What happened Over time, Cabot has bought several outstanding credit accounts in Mr H’s name. Mr H has b... (3 pages)View decision -
Decision Reference DRN-5289549
30 Jan 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5289549 The complaint Mr C complains that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, irresponsibly lent to him. What happened Mr C took out a 60-month fixed term loan for £9,500 from Novuna on 10 March 2023. The monthly repayments were £282.51 and the total r... (3 pages)View decision -
Decision Reference DRN-2859898
2 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2859898 The complaint Mr B complains about Barclays Bank UK PLC trading as Barclaycard and their decision to classify him as in persistent debt while suspending his card because of this. What happened Mr B held a credit card account with Barclays for several years. In late 2018, follow... (4 pages)View decision -
Decision Reference DRN7832238
4 Apr 2018 HSBC Bank plc Not upheldBanking and creditMr E complains that HSBC Bank Plc won’t pay an interest refund directly to him. Instead, it’s used it to reduce the outstanding debt on his personal loan. backgroundMr E took out a personal loan with HSBC in 2010 for £9,500. This was to consolidate some existing debts ... (2 pages)View decision
