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-3699362
13 Sep 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3699362 The complaint Mr B complains that Shop Direct Finance Company Limited trading as very (very) defaulted his account. What happened Mr B had an account with very. The limit was £1,325. His income was affected by the pandemic and he was placed on furlough. His account fell into ... (4 pages)View decision -
Decision Reference DRN6350133
31 Mar 2014 Capital One (Europe) plc Not upheldBanking and creditMrs C complains about the default which Capital One (Europe) plc has entered on her credit record. She is also unhappy about its response when she told it that her financial situation was getting better and she could make higher payments. backgroundIn January 2012 Mrs C had to enter a De... (2 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 DRN2209265
3 Apr 2014 National Westminster Bank Plc Not upheldBanking and creditMr L complains that a debt collection agency, acting on behalf of National Westminster Bank Plc (“NatWest”), pursued him for a debt that was not his. The bank has offered compensation but Mr L says it is not enough. background In June 2013 a debt collection agency wrote to Mr L in pu... (2 pages)View decision -
Decision Reference DRN5440524
31 Oct 2013 Bank of Scotland Plc UpheldBanking and creditMr H complains that, after telling the bank about his financial difficulties in 2007, Bank of Scotland plc has continued to pursue him for a debt he cannot repay in full and has now sold his account to an external organisation. He wants the bank to pursue him through the courts so he ca... (2 pages)View decision -
Decision Reference DRN-1525082
2 Mar 2020 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-1525082The complaintMr C complains that Lantern Debt Recovery Services Ltd is pursuing him for a debt that he doesn’t believe he’s liable for. What happenedMr C took out a loan with a lender I will refer to as ‘W’. In early 2019, W went into administration and the administrators sold M... (2 pages)View decision -
Decision Reference DRN-3139640
6 Jan 2022 Lloyds Bank PLC Not upheldConsumer CreditDRN-3139640 The complaint Mr P is unhappy that Lloyds Bank PLC approved him for a loan which he feels was unaffordable for him at that time. What happened In 2015, Mr P applied for a loan with Lloyds. The loan application was approved. The loan was for £13,900 to be repaid over a term of s... (2 pages)View decision -
Decision Reference DRN5680287
15 Nov 2016 Debt Advisory Line Limited Not upheldBanking and creditMrs T, represented by a claims management company (CMC), complains that Debt Advisory Line Limited (the business) did not tell her about the free debt services available and did not manage her debt management plan (DMP) correctly.backgroundMrs T entered into a DMP m... (2 pages)View decision -
Decision Reference DRN-5323391
11 Feb 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5323391 The complaint Mr B complains that Capital One (Europe) plc acted unfairly in selling his account to a third- party debt collection agency. What happened My provisional decision of 5 February 2025 set out the background to this complaint: Mr B opened his credit card account w... (4 pages)View decision -
Decision Reference DRN2019713
26 May 2020 Erudio Student Loans Limited Not upheldBanking and creditMr F complains because Erudio Student Loans Limited have kept information about a loan that was taken out in his name. He also complains that Erudio have passed this information to credit reference agencies.backgroundIn the mid to late 1990’s, three separate student loans were taken out in... (5 pages)View decision
