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 DRN3739761
24 Apr 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr G complains that The Royal Bank of Scotland Plc is holding him responsible for a debt on a credit card account. Mr G says he did not authorise some of the transactions. He says the bank changed the address on the account without his authority – allowing the fraud to go undetected. Mr... (3 pages)View decision -
Decision Reference DRN4393538
4 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMr F complains that Barclays Bank Plc trading as Barclaycard did not stand by its offer to settle his credit card debt. backgroundMr F found himself in financial difficulties and fell into arrears with his credit card. In 2011 he entered into an arrangement with Barclaycard to make small... (1 page)View decision -
Decision Reference DRN7467550
11 Oct 2019 PRA Group (UK) Limited Not upheldBanking and creditMr L complains that PRA Group (UK) Limited (“PRA”) pursued him for a debt he does not owe and cannot afford, pressured him into setting up a standing order to pay it, failed to send him evidence that he owed the debt, and failed to address his complaint.backgroundIn December 2017 PRA sent ... (2 pages)View decision -
Decision Reference DRN7796037
2 Sep 2014 Tesco Personal Finance PLC UpheldPayment protection insurance (PPI)This complaint concerns the redress related to two single premium payment protection insurance policies (PPI) sold in association with two loans from Tesco Personal Finance Plc (Tesco). Tesco has upheld Mr J’s complaint and offered him redress. But Tesco wants to use the redress due fo... (4 pages)View decision -
Decision Reference DRN1317390
18 Jul 2013 Executive Benefit Consultancy Limited Not upheldBanking and creditMrs V took mortgage advice from Executive Benefit Consultancy Limited when buying her home in 2005 and remortgaging in 2008. She complains about that advice. In particular, she says it advised her to consolidate her unsecured debts with the mortgages but did not obtain full details ... (2 pages)View decision -
Decision Reference DRN-1697221
18 Dec 2020 Bank of Scotland Plc Not upheldMortgagesDRN-1697221 The complaint Mr C complained that Bank of Scotland plc, trading as Halifax, didn’t treat him fairly when it possessed his property. The property was sold in possession but there was a balance outstanding. Mr C wants Halifax to write off this debt. What happened Mr C said he lo... (4 pages)View decision -
Decision Reference DRN-2484518
9 Jan 2021 Telefonica UK Limited UpheldConsumer CreditDRN-2484518 The complaint Miss M complains that her account with Telefonica UK Limited was passed to a debt collection agency. What happened I issued a provisional decision on this complaint. Briefly, I said that although Telefonica could have been clearer in the information it provided to... (1 page)View decision -
Decision Reference DRN-5496151
15 Jul 2025 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-5496151 The complaint Miss D complains Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited: Have been contacting her about a debt that’s already been paid Are harassing her about this debt Haven’t provided her with documents she’s asked for Are ... (4 pages)View decision -
Decision Reference DRN8380058
15 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMr O has complained about irresponsible lending by Lloyds Bank PLC (Lloyds).backgroundIn 2005, Mr O opened an account with Lloyds. It offered him a credit card with a limit of £500, which he accepted. His spending on the credit card then exceeded the limit and he ran ... (2 pages)View decision -
Decision Reference DRN-5290217
31 Jan 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5290217 The complaint Mrs W has complained through a representative that Marks & Spencer Financial Services Plc (“M&S") gave her loans without carrying out proportionate affordability checks. Had better checks been made than M&S would’ve discovered the loans weren’t... (6 pages)View decision