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 74386 results
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Decision Reference DRN1715733
30 Aug 2016 Casheuronet UK LLC Not upheldBanking and creditMiss H complains that Casheuronet UK LLC (trading as Pounds to Pocket) gave her an unaffordable instalment loan. She wants it to waive the balance outstanding, refund her interest and charges and remove the loan from her credit file.backgroundMiss H said that in 2011 Pou... (2 pages)View decision -
Decision Reference DRN-2552382
3 Feb 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2552382 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) won’t write off his outstanding credit card debt, and it should do so given his current health and financial position. What happened Vanquis ‘sold’ Mr H’s debt to a third party in late 2019. It then ‘purchased’ ... (3 pages)View decision -
Decision Reference DRN-5674263
15 Sep 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5674263 The complaint Mr D complains Lowell Portfolio I Ltd returned his debt to the original lender when they shouldn’t have. What happened Mr D had a debt with a company I’ll refer to as A which was sold to Lowell. Mr D raised a complaint to our service about A, and we upheld the ... (3 pages)View decision -
Decision Reference DRN8963467
25 Mar 2014 Microcredit Limited UpheldBanking and creditMr A complains about the way Microcredit Limited (trading as MiniCredit.co.uk) has responded to his financial difficulty. backgroundMr A had a number of loan agreements with MiniCredit. Two days before the principal sum and interest were due to be paid back on one of them Mr A contacte... (2 pages)View decision -
Decision Reference DRN-3260481
1 Mar 2022 NCO Europe Limited Not upheldBanking and PaymentsDRN-3260481 The complaint Mr T complains that NCO Europe Limited didn’t clearly explain that it would apply a default to his account after he wasn’t able to repay the outstanding balance. Mr T says that the situation was further confused by the fact that he was also speaking to the busines... (3 pages)View decision -
Decision Reference DRN6306158
6 Oct 2016 Butler-Do Ltd Not upheldBanking and creditMiss H complains that she wasn’t provided with satisfactory advice about her debt management plan (“DMP”) by a debt management company, (“D”), which has since been acquired by Butler-Do Limited (“BL”). The complaint is brought to this service on Miss H’s behalf by a c... (2 pages)View decision -
Decision Reference DRN7516070
29 Jan 2019 MBNA Limited Not upheldBanking and creditMiss C complains that MBNA Limited broke the terms of an agreed repayment plan by selling her debt to a third party company. backgroundMiss C says she experienced financial difficulties in 2017 and told MBNA. She says there was an agreement in place to repay her debt... (2 pages)View decision -
Decision Reference DRN6297570
22 Jul 2016 Valour Financial Management Limited Not upheldBanking and creditMiss T complains that she is unhappy about a debt management plan (“DMP”) she entered into with Valour Financial Management Limited, (“VFML”).The complaint is brought to this service on Miss T’s behalf by a claims management company. But for ease, I shall refer below to... (3 pages)View decision -
Decision Reference DRN-4603503
6 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4603503 The complaint Mr B complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) lent to him irresponsibly. What happened Mr B applied for a credit card from Tesco in February 2019, and it was agreed with a limit of £250. Mr B then asked for two increases in limit, ... (4 pages)View decision -
Decision Reference DRN5049228
19 Dec 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr H complains that Harrington Brooks (Accountants) Limited failed to give him relevant information about his debt management plan.backgroundMr H set up a debt management plan (DMP) with a different business in August 2013. HB took over the management of Mr H’s DMP in ... (2 pages)View decision
