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 DRN5435035
12 Nov 2014 Barclays Bank Plc Not upheldBanking and creditMr R complains Barclays Bank PLC has refused to remove his information following a request under Section 10 of the Data Protection Act. He also complains his details have been passed on to a third party debt collector but he had settled the debt.backgroundMr R had read that Barclays ha... (2 pages)View decision -
Decision Reference DRN2765366
10 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr G complains that HSBC Bank Plc did not settle his companies’ debts in accordance with his wishes. As a result he is being chased for payment under a personal guarantee. He asks that the debt is written off.background Mr G was a director of two limited companies. He gave personal guara... (2 pages)View decision -
Decision Reference DRN5125124
23 Jun 2016 Black Horse Limited Not upheldBanking and creditMr L’s unhappy Black Horse Limited (“Black Horse”) sold his debt without getting his consent. He’s also said he wasn’t given the chance to repay the debt before the sale.backgroundIn May 2010 Mr L took a loan from Black Horse. By September 2014 he’d missed some pa... (2 pages)View decision -
Decision Reference DRN3066228
31 Mar 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss R complains that she was mis-sold a loan by The Royal Bank of Scotland Plc. She felt pressured by RBS staff to take the loan to consolidate and refinance her debts and so reduce her monthly outgoings. But, she says that the loan was unaffordable and she is now in arrears. To make th... (2 pages)View decision -
Decision Reference DRN2998881
13 Nov 2015 Shop Direct Finance Company Limited UpheldBanking and creditMr W complains that Shop Direct Finance Company Limited (the business) did not update his credit file after he paid off his debt. He says this has resulted in him being refused credit.backgroundMr W had an account with the business that feel into arrears. The acc... (2 pages)View decision -
Decision Reference DRN7834906
27 Jan 2015 Bank of Scotland Plc UpheldBanking and creditMr E complains that Bank of Scotland plc (trading as Capital Bank) (“Capital Bank”), passed on a debt to a third party for collection that he did not owe. This has affected his credit rating and he wants compensation.backgroundMr E has been pursued for 5 years for a debt he doesn’t ow... (2 pages)View decision -
Decision Reference DRN-2810357
28 Jun 2021 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-2810357 The complaint Miss M believes that Marks & Spencer Financial Services plc (trading as M&S Bank) have wrongly classified her credit card account as being in persistent debt. She says that they’re unfairly coercing her into either setting up a repayment plan or applying f... (4 pages)View decision -
Decision Reference DRN-2818135
26 May 2021 Argos Limited Not upheldConsumer CreditDRN-2818135 The complaint Mrs C complains about a decision by Argos Limited, trading as Argos Card (“Argos”), to suspend her account as it was in persistent debt. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll foc... (2 pages)View decision -
Decision Reference DRN-5319227
7 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5319227 The complaint Mrs R complains about the level of service she received from Barclays Bank UK PLC trading as Barclaycard (Barclays). What happened Mrs R held a Barclays credit card. In 2019, Mrs R contacted Barclays to explain that she was experiencing financial difficulties. ... (5 pages)View decision -
Decision Reference DRN1582780
4 Sep 2015 Link Financial Outsourcing Limited Not upheldBanking and creditMrs C complains that Link Financial Outsourcing Limited registered adverse information on her credit file using a credit card number she knows nothing about. And it misled her and didn’t deal with her complaint within a reasonable time. background In 2013 Mrs C asked L... (2 pages)View decision