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 DRN-4364642
9 Oct 2023 Foundation for Credit Counselling Not upheldConsumer CreditDRN-4364642 The complaint Mrs S complains that Foundation for Credit Counselling trading as Stepchange failed to make the impact of a Debt Management Plan (DMP) on future mortgage applications clear. What happened In 2017 Mrs S received debt advice from Stepchange. Mrs S has explained Step... (3 pages)View decision -
Decision Reference DRN5125124
23 Jun 2016 Black Horse Limited Not upheldBanking and creditMr L’s unhappy Black Horse Limited (“Black Horse”) sold his debt without getting his consent. He’s also said he wasn’t given the chance to repay the debt before the sale.backgroundIn May 2010 Mr L took a loan from Black Horse. By September 2014 he’d missed some pa... (2 pages)View decision -
Decision Reference DRN-3365220
28 Apr 2022 Topaz Finance Limited Not upheldMortgagesDRN-3365220 The complaint Ms L complains that Topaz Finance Limited unfairly recorded a default on her credit file. She says she’s been unable to get a mortgage. She asks that the default is removed and for compensation for her distress and inconvenience. What happened Ms L took out a join... (2 pages)View decision -
Decision Reference DRN-5808037
3 Feb 2026 BW Legal Services Limited Not upheldConsumer CreditDRN-5808037 The complaint Mr D complains that BW Legal Services Limited (BW Legal) are pursuing him for a debt he doesn’t believe is enforceable. He has also complained that they haven’t properly complied with his Data Subject Access Request (DSAR). What happened Mr D took out a loan wi... (3 pages)View decision -
Decision Reference DRN-3166970
22 Feb 2022 New Wave Capital Limited UpheldBanking and PaymentsDRN-3166970 The complaint R, a limited company, has complained New Wave Capital Limited, trading as Capital on Tap, continues to hold them liable for a debt that isn’t theirs. Mr A is a director of R and represents R in their complaint. What happened In December 2019 after being pursued fo... (3 pages)View decision -
Decision Reference DRN-3681339
12 Oct 2022 Zopa Bank Limited UpheldConsumer CreditDRN-3681339 The complaint Mr C complains that Zopa Bank Limited irresponsibly lent to him. He says he couldn’t afford the loan he was lent. To put things right, he’d like Zopa to write off the debt and remove adverse information from his credit file. What happened Zopa lent Mr C a loan for... (2 pages)View decision -
Decision Reference DRN5367079
26 Nov 2015 MKDP LLP Not upheldBanking and creditMr H complains that MKDP LLP continued to contact him for repayment of a debt which was in dispute and when it had told him it would suspend its collection activities.backgroundMKDP bought the debt from a third party. Mr H brought a complaint about the administration... (1 page)View decision -
Decision Reference DRN-2974908
1 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2974908 The complaint Miss H complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Miss H applied for an Aqua credit card from NewDay in April 2016. This was agreed with a limit of £250. The debt was passed to a debt collection agency in February 2019 and repaid i... (2 pages)View decision -
Decision Reference DRN-6078259
11 Feb 2026 The Enterprise Fund Limited Not upheldConsumer CreditDRN-6078259 The complaint Mr N complains that The Enterprise Fund Limited “The Enterprise Fund” didn’t accept a bill of exchange as a means of paying the balance on his loan. What happened Aside from setting out Mr N’s complaint, I won’t repeat the facts of the case here, as those aren... (3 pages)View decision -
Decision Reference DRN5436121
9 Mar 2016 Barclays Bank Plc UpheldBanking and creditMiss H complains about the service she received from Barclays Bank Plc (“Barclays”). She says she was experiencing financial difficulty when she visited her local branch for some help about how to cope with her debts. But she says she wasn’t treated positively and symp... (2 pages)View decision