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 70502 results
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Decision Reference DRN7573993
19 Nov 2019 Elavon Financial Services Designated Activity Company Not upheldBanking and creditMr M is a sole trader. He’s unhappy about a merchant service contract he had with Elavon Financial Services Designated Activity Company (“Elavon”).backgroundMr M was sold a card terminal hire package by a separate company, which included a merchant service contract with Elavon. Mr M is unh... (3 pages)View decision -
Decision Reference DRN8858281
10 Mar 2017 Paragon Finance Plc Not upheldBanking and creditMr U complains Paragon Finance PLC (of which Idem Servicing is a trading style) has recorded incorrect information on his credit file. backgroundMr U originally took out a loan with Citifinancial. The loan was for £15,000 repayable at £324.06 over 60 months. Citifinancial ... (3 pages)View decision -
Decision Reference DRN-4834364
6 Jun 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4834364 The complaint Mr and Mrs P say Nationwide Building Society irresponsibly lent to them. What happened Mr and Mrs P opened a joint flex account with Nationwide in October 2022. This gave them access to a £1,500 overdraft which was interest free for the first 12 months. The facili... (3 pages)View decision -
Decision Reference DRN-4750307
8 Aug 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-4750307 The complaint Miss C complains that North Edinburgh and Castle Credit Union Limited t/a Castle Community Bank (“CCB”) lent to her when she was not able to afford it and did not carry out the correct checks before lending. Miss C wants the whole debt written off and for her c... (5 pages)View decision -
Decision Reference DRN-2529776
8 Feb 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2529776 The complaint Mrs B complains that Capital One (Europe) plc (“Capital One”) misinformed her of the status of her account and unfairly sold it on to a debt collection agency. What happened Mrs B held a credit card with Capital One that had included a payment protection insurance... (2 pages)View decision -
Decision Reference DRN3370476
22 Mar 2018 Gain Credit LLC UpheldBanking and creditMr N complains about the information recorded on his credit file in relation to two loans that he took out with Gain Credit LLC (trading as Lending Stream) in 2013. backgroundThe background to this complaint was set out in my provisional decision I sent to both part... (6 pages)View decision -
Decision Reference DRN-5336101
3 Apr 2025 MBNA Limited UpheldBanking and PaymentsDRN-5336101 The complaint Mrs R complains that MBNA Limited lent to her irresponsibly. What happened In January 2018, MBNA gave Mrs R a credit card (card 1) with a limit of £8,700. In July 2018, it increased the credit limit to £9,500. In March 2022, MBNA gave Ms R another credit card (... (4 pages)View decision -
Decision Reference DRN8257272
18 Dec 2017 Motormile Finance UK Limited Not upheldBanking and creditMr P complains that Motormile Finance UK Limited (“MMF”) is pursuing him, aggressively and illegally, for a debt dating from 2010 which he says he didn’t incur and in any event is now statute barred.backgroundMMF purchased an outstanding payday loan debt made in June ... (2 pages)View decision -
Decision Reference DRN5186283
8 Aug 2013 Capital One (Europe) plc Not upheldBanking and creditMiss A complains that the charges applied to her credit card account between 2002 and 2005 are unfair. Miss A has explained that she was struggling with her finances and she feels that Capital One (Europe) plc did not respond sympathetically to her financial difficulties until after ... (2 pages)View decision -
Decision Reference DRN8202800
15 Jun 2018 Clydesdale Financial Services Limited UpheldBanking and creditMr B is unhappy with the way Clydesdale Financial Services Limited (CFS) has handled the voluntary termination (VT) of his car finance agreement.Mr B has said CFS issued him with paperwork showing he doesn’t owe any more money under the terms of the agreement. And ... (3 pages)View decision
