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-3663355
21 Oct 2022 Hoist Finance UK Limited Not upheldConsumer CreditDRN-3663355 The complaint Ms M complains that Hoist Finance UK Limited is unfairly trying to collect a debt in her name. What happened In 2018 Hoist acquired a debt in Ms M’s name from another business I’ll call S. Hoist says the debt relates to a current account with associated overdraft ... (2 pages)View decision -
Decision Reference DRN-5245660
30 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5245660 The complaint Mr N complains that Clydesdale Bank Plc trading as Virgin Money told him that he could open a persistent debt plan but later declined to open the plan. What happened Mr N holds two credit card accounts with Virgin Money. Mr N contacted Virgin Money in October 2... (2 pages)View decision -
Decision Reference DRN4398124
16 Nov 2018 PRA Group (UK) Limited Not upheldBanking and creditMr H complains that PRA Group (UK) Limited (“PRA”) didn’t provide their bank details so he could make payments towards his debt with them. backgroundMr H’s credit card debt was sold to PRA but when Mr H contacted them to set up payments he didn’t pass their security ... (2 pages)View decision -
Decision Reference DRN5344292
11 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs A are unhappy that they’re being chased for the debt that was left when their property was sold in possession in 2010 by Lloyds Bank Plc (formally C&G).backgroundIn August 2007 Mr and Mrs A took out a mortgage with Lloyds. They got into financial difficulties, and in Februar... (2 pages)View decision -
Decision Reference DRN-3599223
31 Aug 2022 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-3599223 The complaint Mr B says American Express Services Europe Limited told him interest would be frozen on his balance as of January 2021, but it applied interest in January and February 2021. What happened Amex closed Mr B’s account in early December and sent him contact details of... (2 pages)View decision -
Decision Reference DRN9250222
22 Jul 2014 Gregson and Brooke Ltd UpheldBanking and creditMrs C complains about a debt management plan she took out with Gregson and Brooke Ltd. She says the plan was meant to be helping her resolve her debt problems but it has not however done this. She feels she has not been treated fairly and has been charged excessively for five months. ... (2 pages)View decision -
Decision Reference DRN-2867110
16 Feb 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2867110 The complaint Mr K complains Clydesdale Bank Plc (trading as “Virgin Money”) treated him unfairly when it said it wouldn’t issue him a new credit card when his old one expired and in effect stopped him using it. He complains Clydesdale Bank Plc should have given him time to pay... (3 pages)View decision -
Decision Reference DRN0611966
5 Feb 2015 Capquest Debt Recovery Limited UpheldBanking and creditMrs T complains that Capquest Debt Recovery Limited chased her for a debt which isn’t hers. She wants compensation. backgroundMrs T says an account was fraudulently opened in her name with a third party. This debt was later sold on to Capquest. In 2012 Mrs T told Capquest that she had n... (2 pages)View decision -
Decision Reference DRN7295973
25 Feb 2015 National Westminster Bank Plc Not upheldBanking and creditMr B has complained as the director of a limited company, which I shall refer to as “Y”, about the actions of National Westminster Bank Plc (“the bank”).In particular, Y is unhappy that:- The bank charged it for a security review. Excessive interest and charges were applied to its ac... (2 pages)View decision -
Decision Reference DRN-4145935
22 May 2023 Inclusive Finance Limited Not upheldConsumer CreditDRN-4145935 The complaint Mr F complaints that Inclusive Finance Limited trading as Creditspring (Creditspring) lent to him irresponsibly. What happened Mr F applied to be a member of Creditspring in July 2021. He passed Creditspring’s checks. Membership then included access to two loan ad... (3 pages)View decision
