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 70370 results
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Decision Reference DRN-3528071
27 Jun 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3528071 The complaint H, a limited company, complains Santander UK Plc unfairly removed an overdraft and later closed its business accounts. It also says Santander recorded a default marker in relation to the overdraft and overall, they provided a poor service and failed to offer it ap... (6 pages)View decision -
Decision Reference DRN-5504574
28 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5504574 The complaint Mr M complains that Nationwide Building Society (‘Nationwide’) suspended his credit card account. What happened Mr M is disappointed that Nationwide chose to suspend his credit card account when he’d been in persistent debt. He has explained that he needed the ... (2 pages)View decision -
Decision Reference DRN2862920
18 Oct 2016 Barclays Bank Plc Not upheldBanking and creditMr T complains about a consolidation loan Barclays Bank Plc gave him in 2011. He says it put him in a worse financial position than he was in before he took it out.backgroundIn 2008 Mr T took out a £1,900 loan with payment protection insurance over 60 months. The int... (2 pages)View decision -
Decision Reference DRN4200345
9 May 2014 Vanquis Bank Limited Not upheldBanking and creditMrs A complains Vanquis Bank Limited was unhelpful and harassed her with phone calls when it should have written off her debt, in view of her financial difficulties. backgroundMrs A and her husband both became unemployed in 2013. Mrs A couldn’t meet her credit card repayments and contac... (2 pages)View decision -
Decision Reference DRN-5023691
17 Sep 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5023691 The complaint Mrs W complains that Sainsbury's Bank Plc didn’t agree to write off her debt and handled her request poorly. What happened Mrs W has a credit card account with Sainsbury’s and in January 2023 she contacted the bank to inform it of her medical condition and... (3 pages)View decision -
Decision Reference DRN0077227
30 Sep 2014 Capital One (Europe) plc UpheldBanking and creditMr C complains that Capital One (Europe) plc (“the bank”) continues to hold him liable for debt on a credit card that he never took out and that does not belong to him.backgroundMr C became aware that his identity had been stolen when he started receiving collections letters from variou... (2 pages)View decision -
Decision Reference DRN0763020
17 Mar 2017 Cleardebt Limited UpheldBanking and creditMr M complains that ClearDebt Limited shouldn’t have sold him an Individual Voluntary Arrangement (“IVA”). The complaint is brought to this service on Mr M’s behalf by an independent adviser. But for ease, I shall refer below to all actions being taken by Mr M unless sta... (2 pages)View decision -
Decision Reference DRN-4427339
19 Feb 2024 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4427339 The complaint Ms B says Link Financial Outsourcing Limited, trading as Asset Link Capital (No.9) (who I’ll call Link) have been unreasonable to pursue her for debts that have been written off. What happened The details of this complaint are well known to both parties, so I won’... (2 pages)View decision -
Decision Reference DRN3235706
27 Mar 2019 The Co-operative Bank Plc UpheldBanking and creditMiss L complains that The Co-operative Bank Plc passed her Professional Career Development Loan (PCDL) account to a debt recovery service unfairly when she wasn’t behind on her loan payments.backgroundMiss L took out a PCDL with The Co-op in 2013. In 2016 the Co-op ... (2 pages)View decision -
Decision Reference DRN8431285
5 Jun 2019 Cabot Credit Management Group Limited Not upheldBanking and creditMr B, who is represented by a firm of solicitors I will call F, complains that Cabot Credit Management Group Limited is pursuing a debt that is unenforceable. He also complains that the loan was unaffordable and it was irresponsible to have lent him the money.b... (2 pages)View decision
