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 74313 results
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Decision Reference DRN5111074
12 Apr 2013 Barclays Bank Plc Not upheldBanking and creditMrs G, through her solicitors, complains that Barclays has breached the Banking Code by requiring her to sign an all-monies charge to secure the debts of her husband’s company when she had only agreed to give security for a fixed amount.backgroundA company owned by Mrs G’s husband was ... (2 pages)View decision -
Decision Reference DRN7481408
17 Jul 2013 HSBC Bank plc Not upheldBanking and creditsummary of complaintMr D complains that HSBC Bank plc are holding him personally liable for an outstanding debt on a home management current account. Mr D previously held this account jointly with his late ex-wife, Mrs B. background In 1983 Mr D opened a joint account with the late ... (2 pages)View decision -
Decision Reference DRN-2552382
3 Feb 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2552382 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) won’t write off his outstanding credit card debt, and it should do so given his current health and financial position. What happened Vanquis ‘sold’ Mr H’s debt to a third party in late 2019. It then ‘purchased’ ... (3 pages)View decision -
Decision Reference DRN-3260481
1 Mar 2022 NCO Europe Limited Not upheldBanking and PaymentsDRN-3260481 The complaint Mr T complains that NCO Europe Limited didn’t clearly explain that it would apply a default to his account after he wasn’t able to repay the outstanding balance. Mr T says that the situation was further confused by the fact that he was also speaking to the busines... (3 pages)View decision -
Decision Reference DRN8963467
25 Mar 2014 Microcredit Limited UpheldBanking and creditMr A complains about the way Microcredit Limited (trading as MiniCredit.co.uk) has responded to his financial difficulty. backgroundMr A had a number of loan agreements with MiniCredit. Two days before the principal sum and interest were due to be paid back on one of them Mr A contacte... (2 pages)View decision -
Decision Reference DRN-5674263
15 Sep 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5674263 The complaint Mr D complains Lowell Portfolio I Ltd returned his debt to the original lender when they shouldn’t have. What happened Mr D had a debt with a company I’ll refer to as A which was sold to Lowell. Mr D raised a complaint to our service about A, and we upheld the ... (3 pages)View decision -
Decision Reference DRN5131794
25 Jun 2015 HSBC Bank plc Not upheldBanking and creditMr V complains on behalf of H, a limited company, that HSBC Bank Plc wrongly took over £8,800 from H’s current account.backgroundMr V was the director of two companies, H and a second company. Both companies had accounts with HSBC. In September 2014 H’s account was... (2 pages)View decision -
Decision Reference DRN2864361
5 Oct 2017 Cheltenham & Gloucester plc Not upheldBanking and creditMs O complained because Cheltenham & Gloucester Plc (C&G) debited her mortgage account with unpaid amounts due under her lease. She wants the debits and interest removed.backgroundMs O had a mortgage with C&G on a leasehold flat. She had duties under the leas... (2 pages)View decision -
Decision Reference DRN-2562330
3 Feb 2021 Hoist Finance UK Limited UpheldConsumer CreditDRN-2562330 The complaint Mr D has complained about Hoist Finance UK Limited defaulting his account. What happened In 2016, Hoist purchased a credit card debt of Mr D’s. He had a payment arrangement in place, and used a debt management company. In April 2019, Mr D’s debt management company... (4 pages)View decision -
Decision Reference DRN-2955123
18 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2955123 The complaint Mr F complains that NewDay Ltd irresponsibly allowed him to open three credit card accounts which were unaffordable and also increased the credit limit on one of the accounts. What happened Mr F says he opened three NewDay credit card accounts all of which were un... (3 pages)View decision
