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 70868 results
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Decision Reference DRN7838154
29 Oct 2013 Hillesden Securities Limited Not upheldBanking and creditMrs E wants Hillesden Securities Limited to discontinue collection activity on a debt she says is unenforceable. Mrs E also says Hillesden has harassed her. Mrs E is represented in this complaint by Mr J. References to Mrs E should be taken to include submissions made by her representa... (2 pages)View decision -
Decision Reference DRN-5381782
2 May 2025 NCO Europe Limited UpheldConsumer CreditDRN-5381782 The complaint Mr C is unhappy with the service he has received from NCO Europe Limited (NCO) which relates to his fixed sum loan agreement. What happened In June 2024 Mr C’s original creditor sold his debt to Company A. To service the debt on its behalf, Company A appointe... (2 pages)View decision -
Decision Reference DRN6418355
19 Sep 2014 Lloyds Bank PLC Not upheldBanking and creditMs D complains that Lloyds Bank PLC failed to act on her instructions to remove her name from a joint account in 2007; as a result, Ms D has been pursued by a debt collection company.background Ms D and her former partner held a joint account with Lloyds. In 2007 Ms D asked the bank to... (2 pages)View decision -
Decision Reference DRN5653291
12 Dec 2019 Virgin Money plc UpheldBanking and creditMrs C’s husband complains, on her behalf, that Virgin Money plc was irresponsible when it granted her application for a second credit card in September 2017 which she couldn’t afford.backgroundMrs C took out a credit card with Virgin on 8 May 2015 with an initial limit of £5,000. She made ... (4 pages)View decision -
Decision Reference DRN3771218
28 Feb 2017 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMiss F complains that she wasn’t provided with satisfactory information about her debtmanagement plan (“DMP”), which was sold to her by a third party (“T”). The DMP was thenpassed to Harrington Brooks (Accountants) Limited, trading as Harrington Brooks DebtManagement, (... (3 pages)View decision -
Decision Reference DRN4961149
28 Apr 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mrs A complains that Lloyds Bank PLC cancelled a Business Loan Repayment Insurance (“BLRI”) policy held by her late husband – Mr A. She considers it had no right to do this without his permission. She also considers that if the policy had not been cancelled her late husband, or his est... (4 pages)View decision -
Decision Reference DRN0611966
5 Feb 2015 Capquest Debt Recovery Limited UpheldBanking and creditMrs T complains that Capquest Debt Recovery Limited chased her for a debt which isn’t hers. She wants compensation. backgroundMrs T says an account was fraudulently opened in her name with a third party. This debt was later sold on to Capquest. In 2012 Mrs T told Capquest that she had n... (2 pages)View decision -
Decision Reference DRN-2867110
16 Feb 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2867110 The complaint Mr K complains Clydesdale Bank Plc (trading as “Virgin Money”) treated him unfairly when it said it wouldn’t issue him a new credit card when his old one expired and in effect stopped him using it. He complains Clydesdale Bank Plc should have given him time to pay... (3 pages)View decision -
Decision Reference DRN5447197
13 Feb 2018 Provident Personal Credit Limited UpheldBanking and creditMiss B has complained Provident Personal Credit Limited lent to her irresponsibly.backgroundMiss B took out seven loans with Provident. But she feels they weren’t affordable, and it lent to her irresponsibly. The outstanding debt’s now been passed to a third party.... (3 pages)View decision -
Decision Reference DRN0148718
15 Jun 2016 American Express Services Europe Limited Not upheldBanking and creditMr C complains about how American Express Services Europe Limited has handled his request for a debt to be written off. He’s also unhappy with the way it dealt with his complaint.backgroundIn late 2015, Mr C asked both Amex and the agent which was collecting payments ... (2 pages)View decision
