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 77331 results
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Decision Reference DRN2095444
20 Mar 2015 MBNA Limited UpheldBanking and creditMr C complains that MBNA Limited acted unreasonably when it applied fees and interest to his credit card account after he entered into a debt management plan. He’s also unhappy that it recorded a default on his credit file after the plan had started, and that it sold his... (2 pages)View decision -
Decision Reference DRN2469083
30 Jan 2015 First Finance Money Management Limited UpheldBanking and creditMiss L has complained that First Finance Money Management Limited did not manage her debt management plan effectively. She is particularly concerned that interest and charges continued to be added to the credit card account, which was part of the plan.backgroundMiss L took out a debt ma... (2 pages)View decision -
Decision Reference DRN-2811859
26 May 2021 OVO (S) HOME SERVICES LIMITED UpheldInsuranceDRN-2811859 The complaint Mr B is unhappy with the way OVO (S) Home Services Limited, trading as SSE, handled his request to cancel his home emergency insurance. What happened In May 2020 Mr B phoned SSE to discuss cancelling his home emergency policy. Mr B said he asked the adviser he spo... (2 pages)View decision -
Decision Reference DRN-5468700
26 Aug 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5468700 The complaint Mr W, through his representative, complains that Western Circle Ltd trading as Cashfloat lent to him irresponsibly. What happened This table gives a brief summary of the lending Western Circle approved for Mr W. Loan Approved Amount Terms Status 1 2 July 2024 £... (3 pages)View decision -
Decision Reference DRN-2783941
18 Feb 2022 Bamboo Limited Not upheldConsumer CreditDRN-2783941 The complaint Mr B complains Bamboo Limited irresponsibly lent to him. Mr B is represented by a claims management company. But for ease of reference; I’ll refer to all submissions if they were made by Mr B directly. What happened Bamboo approved Mr B for a £4,000 loan, with a t... (3 pages)View decision -
Decision Reference DRN-4513456
22 Feb 2024 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-4513456 The complaint Mr A complains Moorcroft Debt Recovery Limited told him no further action would be taken to collect his debt – but a default was recorded. What happened Mr A’s debt regarding a personal loan had been passed to Moorcroft by his bank, who I’ll refer to as H, to reco... (2 pages)View decision -
Decision Reference DRN3334597
24 Jan 2017 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr T complains that Harrington Brooks (Accountants) Limited failed to give him relevant information about his debt management plan.backgroundMr T set up a debt management plan (DMP) with a different business in July 2012. HB took over the management of Mr T’s DMP in... (2 pages)View decision -
Decision Reference DRN1153642
28 Sep 2015 Nationwide Building Society Not upheldBanking and creditMrs T complains that Nationwide Building Society opened a joint account on the instruction of a member of her family but without Mrs T’s agreement.background A member of Mrs T’s family opened a joint account without her knowledge or agreement. The family member later ... (2 pages)View decision -
Decision Reference DRN-4358308
28 Sep 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4358308 The complaint In summary, Mr L complains that his former credit card provider, Vanquis Bank Limited sold a debt he had with it to a third-party. He doesn’t have any confidence in the third-party company that now owns the debt or the company that is being used to manage the acco... (2 pages)View decision -
Decision Reference DRN-4569582
19 Jan 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4569582 The complaint Mr A complains that MBNA Limited was irresponsible in its lending to him. What happened Mr A says that MBNA provided him with a credit card without being asked to provide proof of his income or expenditure. He says that his credit limit was then increased and agai... (3 pages)View decision