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-5735269
7 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5735269 The complaint Miss J complains that Lendable Ltd was irresponsible in its lending to her. She wants all interest and charges on her loan refunded along with statutory interest and all negative information removed from her credit file. What happened Miss J was provided with a... (3 pages)View decision -
Decision Reference DRN6913476
31 Jul 2018 NewDay Ltd Not upheldBanking and creditMr J is unhappy that NewDay Ltd trading as Marbles won’t write off his outstanding debt on his credit card account taken out in December 2016. Whilst experiencing financial difficulties, he submitted a Debt and Mental Health Evidence Form to them explaining that he was ... (3 pages)View decision -
Decision Reference DRN-5012263
10 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5012263 The complaint Mr H complains Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) unfairly registered a default and passed this account to a debt purchaser. What happened In August 2021, Barclaycard issued a default notice to Mr H. As the arrears weren’t c... (4 pages)View decision -
Decision Reference DRN3457847
25 Jul 2013 Santander UK Plc UpheldBanking and creditMiss T complains about the information Santander UK Plc (trading as Cahoot) has recorded on her credit file in relation to a current account debt she repaid some years ago.backgroundMiss T says she experienced financial difficulties when she and her partner split up. She was on matern... (2 pages)View decision -
Decision Reference DRN9452119
22 May 2014 HFC Bank Limited Not upheldBanking and creditMr D says HFC Bank Limited unfairly applied charges to his credit card account with it. He is concerned about its response to him during a period of illness and financial difficulty. In particular, he complains about a collection charge it added to the debt. backgroundMr D became ser... (2 pages)View decision -
Decision Reference DRN1350628
17 Nov 2016 Debt Management Associates Limited Not upheldBanking and creditMiss H complains that Debt Management Associates Limited, trading as Money Village, sold her a debt management plan that wasn’t appropriate for her and it didn’t manage the plan properly. She says she’d have been better off going bankrupt.backgroundMiss H started... (2 pages)View decision -
Decision Reference DRN3678002
11 Apr 2016 HSBC Bank plc Not upheldPayment protection insurance (PPI)Miss J has complained that HSBC Bank Plc mis-sold her a payment protection insurance (PPI) policy. backgroundIn January 2003 Miss J took out a credit card with HSBC. She was sold a PPI policy at the same time. HSBC upheld Miss J’s mis-sale complaint and offered £1,436.... (2 pages)View decision -
Decision Reference DRN6194338
13 Dec 2019 PayPal Europe Sarl & Cie, SCA UpheldBanking and creditMiss G complains that she was chased by a collection agency for PayPal Europe Sarl & Cie, SCA, for a debt, of about £180, which was not hers.backgroundIn February 2018, Miss G received a letter from a debt collection agency, requesting a payment to clear a debt she owed to PayPal. Miss... (4 pages)View decision -
Decision Reference DRN-1631112
18 Mar 2020 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-1631112 The complaintMiss W complains that Shop Direct Finance Company Limited have treated her unfairly when she was in financial difficulty. What happenedMiss W opened a credit account with Shop Direct in November 2013. She fell into arrears and contacted them in February 2018 to dis... (3 pages)View decision -
Decision Reference DRN0789162
19 Dec 2013 Bournes Limited UpheldBanking and creditMr L complains that Bournes Limited (trading as Bournes Debt Solutions) failed to administer his debt management plan correctly.backgroundMr L entered a “debt reduction plan“ with Bournes in March 2009. He paid Bournes £135 per month from April 2009 until November 2012 (£5,400 in tota... (2 pages)View decision