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 DRN7779245
19 Aug 2019 Santander UK Plc Not upheldBanking and creditMr H complains that Santander UK Plc didn’t contact him about a debt for three years and then passed it to a third party to collect. Mr H says he thought the debt had been written off by Santander. backgroundMr H had a credit card with Santander which fell into arrears. The last payment Mr... (2 pages)View decision -
Decision Reference DRN1034103
16 Apr 2019 Home Retail Group Card Services Limited UpheldBanking and creditMr J complains that Home Retail Group Card Services Limited, trading as Argos, took too long in registering a default on his credit file. They originally registered it in 2015 when he had arrears on his credit card from 2013. They then removed the default and regi... (2 pages)View decision -
Decision Reference DRN0834729
8 Aug 2013 Spreadex Limited Not upheldInvestment and pensionsMr F has complained that Spreadex Limited failed to remove a credit limit from his account after he had made it clear that he had a gambling problem. The removal of the credit limit was one of the conditions Mr F wanted to be met if he was to repay the deficit on his account. Mr F... (4 pages)View decision -
Decision Reference DRN9246523
30 Dec 2019 Cabot Credit Management Group Limited Not upheldBanking and creditMs A complains that Cabot Credit Management Group Limited (trading as Cabot Financial (Europe) Limited is wrongly pursuing her for a debt and hasn’t acted fairly.backgroundMs A complained when she was contacted by Cabot about a past debt. She said that she thought this was a scam and that ... (2 pages)View decision -
Decision Reference DRN-4460468
6 Mar 2024 Progressive Money Limited UpheldConsumer CreditDRN-4460468 The complaint Mrs J is complaining that Progressive Money Limited (PML) lent to her irresponsibly by providing her with a personal loan. What happened In April 2018, Mrs J applied for a loan with PML to consolidate her debts. They lent her £5,000 over a three-month term. The lo... (4 pages)View decision -
Decision Reference DRN9605445
26 Jan 2015 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank PLC (“the bank”) loaned to him irresponsibly in respect of his borrowing which comprised a credit card, an overdraft, and two personal loans.backgroundMr C held a credit card and overdraft with the bank. In August 2009 and March 2010 he also took out t... (3 pages)View decision -
Decision Reference DRN7062545
28 Nov 2016 Angel Advance Limited Not upheldBanking and creditMrs K, represented by a claims management company (CMC), complains that Angel Advance Limited (the business) advised her to enter into a debt management plan (DMP) when an individual voluntary arrangement (IVA) would have been more suitable. She also complains that she was... (2 pages)View decision -
Decision Reference DRN-3951191
20 Feb 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3951191 The complaint Mrs K is a sole trader. She complains that HSBC UK Bank Plc applied interest to her overdraft over a long period of time, which accumulated a debt which it then pressured her to clear, without providing reasonable support. What happened Mrs K had an overdraft with... (3 pages)View decision -
Decision Reference DRN-5794133
11 Dec 2025 NHS (Scotland and North England) Credit Union Limited Not upheldConsumer CreditDRN-5794133 The complaint Miss B is complaining that NHS (Scotland and North England) Credit Union Limited trading as NHS Credit Union (“NHSCU”) lent to her irresponsibly. What happened In September 2021, Miss B applied for a loan with NHSCU, saying the purpose of it was to consolidate ... (5 pages)View decision -
Decision Reference DRN2044322
12 May 2015 Barclays Bank Plc Not upheldBanking and creditMrs F complains that Barclays Bank Plc (trading as Barclaycard) defaulted her account even though she had a repayment plan in place with them. They did not tell her they had sold her debt to a debt collection company. And she would like the adverse entry removed fr... (2 pages)View decision