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 70137 results
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Decision Reference DRN-4512670
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4512670 The complaint Miss F complains National Westminster Bank Plc unfairly closed her student account and passed her account to a debt collection agency. What happened Miss F has a representative on her complaint, but for ease I will refer to Miss F only. Miss F opened a studen... (4 pages)View decision -
Decision Reference DRN-3334539
4 Apr 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3334539 The complaint Mr C complains about Barclays Bank UK PLC trading as Barclaycard and their decision to suspend and then close his account. What happened Mr C held a credit card account provided by Barclays with a £2,000 credit limit. In September 2019, Barclays wrote to Mr C expl... (3 pages)View decision -
Decision Reference DRN8446465
13 Feb 2015 Lloyds Bank PLC Not upheldBanking and creditB, a limited company, complains that Lloyds Bank PLC will not agree a suitable settlement for its debt. It asks that it waives all penal interest and charges and either reinstates the original loan terms or agrees a settlement. The complaint is brought on B’s behalf by a representati... (2 pages)View decision -
Decision Reference DRN9330155
7 Aug 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr T complains that the mortgage recommended by Legal & General Partnership ServicesLimited was unsuitable. He is represented in his complaint by a third party.backgroundMr T’s mortgage with his previous lender was repaid partly on a repayment basis, and partlyon interest-only. He als... (4 pages)View decision -
Decision Reference DRN0914938
30 Jul 2013 Barclays Bank Plc Not upheldBanking and creditMr C complains that Barclays Bank PLC, trading as Barclaycard, is pursuing him for repayment of an outstanding debt which he disputes. backgroundMr C says Barclaycard cannot provide a copy of a credit card agreement, meaning the debt is unenforceable. He wants the bank to remove the a... (1 page)View decision -
Decision Reference DRN-2955901
27 Aug 2021 Valour Finance Limited Not upheldConsumer CreditDRN-2955901 The complaint Miss G says Valour Finance Limited trading as Savvy.co.uk (“Savvy”) irresponsibly lent to her. What happened Savvy provided the following loan to Miss G: Date Taken Date Repaid Monthly instalments Amount Monthly repayment 29/06/2017 Outstanding 18 £1,750.0 0 £194.... (5 pages)View decision -
Decision Reference DRN0665274
27 Jun 2014 Countrywide Debt Collections Limited Not upheldBanking and creditMr and Mrs J complain about a debt management programme sold and administered by Countywide Debt Collections Limited, trading as Restart Financial. backgroundThere is a dispute about how contact between Mr and Mrs J and Restart Financial was initially made. Mr J says that he was init... (2 pages)View decision -
Decision Reference DRN3727036
2 Sep 2015 WDFC UK Limited UpheldBanking and creditMr D complains that WDFC UK Limited (trading as Wonga.com) recorded a default on his credit file and his payday loans weren’t affordable. backgroundMr D took out numerous payday loans with Wonga. He says they weren’t affordable and he wants the interest and charges ... (3 pages)View decision -
Decision Reference DRN8926747
20 May 2014 Cfo Lending Limited UpheldBanking and creditMr V complains about the way Cfo Lending Limited has administered a loan and responded to his financial difficulties. He also says the loan was unaffordable.backgroundMr V took out a loan with Cfo Lending. He is unhappy with the way it has administered the loan particularly that it has... (3 pages)View decision -
Decision Reference DRN-5119552
24 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5119552 The complaint Mrs S complains HSBC UK Bank Plc (HSBC) should refund her, under section 75 Consumer Credit Act 1974, a payment she made to debt collectors under duress. What happened On 5 February 2024, agents from a debt recovery company (which I’ll call “D”) visited Mrs S’... (3 pages)View decision
