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 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 DRN5020870
16 Dec 2015 Lowell Portfolio I Ltd UpheldBanking and creditMr S has complained Lowell Portfolio I Ltd won’t update his credit record even though they’ve agreed to write off his debt.backgroundMr S had two credit card debts which Lowell took over. Lowell decided not to pursue Mr S for the money outstanding but defaults ... (1 page)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 DRN4314018
8 Jul 2014 Barclays Bank Plc Not upheldBanking and creditB, a limited company, complains that Barclays Bank plc mistakenly told it that its overdraft debt had been written-off. Although the bank subsequently realised its error and clarified the position, which was that it had not been, B says that it should honour the write-off.background B ... (2 pages)View decision -
Decision Reference DRN5657174
19 Nov 2018 Hillingdon Credit Union Limited Not upheldBanking and creditMiss E complains that Hillingdon Credit Union Limited (HCU) treated her unfairly in the way they sought repayment of a loan.backgroundMiss E took out a loan for around £6500 with HCU in July 2015.She made the agreed monthly repayments until December 2016. After that,... (4 pages)View decision -
Decision Reference DRN-2003717
9 Sep 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2003717 The complaint Miss K complains about a credit card she held with HSBC UK Bank Plc. What happened Miss K has had a credit card account with HSBC for many years. Miss K has complained to this service about several issues she’s had with the card. I’ve summarised these below: the ... (3 pages)View decision -
Decision Reference DRN-1697221
18 Dec 2020 Bank of Scotland Plc Not upheldMortgagesDRN-1697221 The complaint Mr C complained that Bank of Scotland plc, trading as Halifax, didn’t treat him fairly when it possessed his property. The property was sold in possession but there was a balance outstanding. Mr C wants Halifax to write off this debt. What happened Mr C said he lo... (4 pages)View decision -
Decision Reference DRN8634803
19 Aug 2016 Barclays Bank Plc Not upheldBanking and creditMr M complains that Barclays Bank Plc applied late payment charges incorrectly and issued an invalid default notice. He is also unhappy with the information recorded on his credit file.backgroundMr M took out a Barclaycard in 1999 and maintained payments for many year... (2 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 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
