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 DRN3286366
17 Apr 2018 Avantcredit Of Uk, Llc Not upheldBanking and creditMiss P complains that AvantCredit of UK, LLC was irresponsible in lending her money.backgroundIn March 2016 Miss P took out a loan with Avant of some £3,000 over three years with monthly payments of £164.16. She had a monthly income of £1,640 and outgoings of £8... (2 pages)View decision -
Decision Reference DRN3033500
27 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr W complains that his National Westminster Bank Plc credit card was used without authorisation.backgroundMr W says that a £640 payment was taken from his account using his credit card on 11 April 2016. He says he didn’t authorise the payment. The card was taken f... (2 pages)View decision -
Decision Reference DRN9404860
23 Jan 2019 J D Williams & Company Limited Not upheldBanking and creditMiss M complains that JD Williams & Company Limited has sold her debts to third parties and about the county court judgment that’s been entered against her.backgroundMiss M opened an online shopping account with JD Williams in January 2008. She didn’t make the repay... (2 pages)View decision -
Decision Reference DRN2955985
2 Feb 2015 Westhill Financial Services Limited Not upheldBanking and creditMr and Mrs T complain – through their representatives - that Westhill Financial Services Limited mis-sold their mortgage.backgroundIn December 2007 Mr and Mrs T (then aged 44 and 43 respectively) consulted Westhill about a remortgage on their property, which was then valued at £130,0... (2 pages)View decision -
Decision Reference DRN-6138307
11 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6138307 The complaint Miss J complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss J was approved for a Vanquis credit card in April 2020, with a £1,000 credit limit. The credit limit was increased in June 2021 (to £2,350), and in March 2023 (to £3,000). ... (4 pages)View decision -
Decision Reference DRN2785640
12 Sep 2013 J D Williams & Company Limited UpheldBanking and creditMs E complains that J D Williams & Company Limited should stop chasing her for payment of a debt that is included in a Debt Relief Order (DRO).backgroundMs E did some shopping with J D Williams. She later applied successfully for a DRO. She complained when the company continued to ... (2 pages)View decision -
Decision Reference DRN-4350691
9 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4350691 The complaint Mr R complains that he’s being pursued by a debt collection agency for his credit card debt from Barclays Bank UK PLC which he thought had been written off. What happened Mr R had a credit card with Barclays. In 2021 he was in some financial hardship and contacted... (3 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 DRN-2197538
30 Nov 2020 Hoist Finance UK Limited Not upheldBanking and PaymentsDRN-2197538 The complaint Mr W complains that Hoist Finance UK Limited hasn’t accepted an offer of settlement he’s made regarding the repayment of a debt. He also complains about the entry its recorded on his credit file and says it misleading. What happened Mr W tells us that he’d been m... (3 pages)View decision -
Decision Reference DRN-3361763
25 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3361763 The complaint Mrs A complains that HSBC UK Bank Plc (HSBC) incorrectly told her that a debt she had fully paid off would be reported to the credit reference agencies as ‘partially satisfied’. She also says that HSBC also did not consider the evidence she submitted in support of... (3 pages)View decision