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-3591701
8 Sep 2022 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-3591701 The complaint Mr W has complained about Cabot Credit Management Group Limited purchasing a debt that was included in a bankruptcy order, and reporting it on his credit file. What happened This complaint surrounds a consumer credit debt that was defaulted on 3 April 2018, the sa... (2 pages)View decision -
Decision Reference DRN-4199362
30 Aug 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4199362 The complaint Mr and Mr F complain that Barclays failed to remove markers for expired debts contained in their IVAs and as a result they lost out on a mortgage for the proposed purchase of a new home. They also said they had to pay a higher interest rate on a remortgage because... (2 pages)View decision -
Decision Reference DRN6593360
7 Mar 2019 Bank of Scotland Plc UpheldBanking and creditMr L complains Bank of Scotland plc (trading as Halifax) wants to close his account and won’t accept his repayment offer of £1-£2 a month towards his outstanding debt with it. backgroundMr L has a current account with Bank of Scotland that has an overdraft facility of... (4 pages)View decision -
Decision Reference DRN0944351
11 Mar 2021 The Car Finance Company (2007) Ltd Not upheldBanking and creditMr D complains that The Car Finance Company (2007) Limited (“TCFC”) continued to pursue him for a debt while he was disputing it. background In 2015 Mr D acquired a used car under a hire purchase agreement financed by TCFC. That company is no longer trading, and Go Car Credit Limited (trad... (4 pages)View decision -
Decision Reference DRN-5970449
15 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5970449 The complaint Mr S complains that Close Brothers Limited refused to give him a refund when it recovered more from his insurers than the amount he’d agreed to pay to settle the agreement. What happened In May 2023 Mr S was supplied with a vehicle and entered into a conditiona... (2 pages)View decision -
Decision Reference DRN-4145935
22 May 2023 Inclusive Finance Limited Not upheldConsumer CreditDRN-4145935 The complaint Mr F complaints that Inclusive Finance Limited trading as Creditspring (Creditspring) lent to him irresponsibly. What happened Mr F applied to be a member of Creditspring in July 2021. He passed Creditspring’s checks. Membership then included access to two loan ad... (3 pages)View decision -
Decision Reference DRN-5545189
22 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5545189 The complaint Mr L complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) failed to cancel his cover as instructed, resulting in the involvement of a debt collector, under his home buildings insurance policy. What happened In November 2023 Mr L said he gave instru... (3 pages)View decision -
Decision Reference DRN-2555456
30 Mar 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2555456 The complaint Mr L complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) mismanaged his credit card account. What happened Mr L had a Barclaycard since 2006. The limit was increased by Barclaycard from £15,000 to £19,000 in January 2017. Mr L was in financial... (3 pages)View decision -
Decision Reference DRN9402615
17 Jul 2018 National Westminster Bank Plc Not upheldBanking and creditMrs C complains about National Westminster Bank Plc (“NatWest”) for the way it has reported her debt management plan on her credit file. She wants NatWest to remove reference to late payments from her credit file. backgroundMrs C has been a customer of NatWest fo... (2 pages)View decision -
Decision Reference DRN8445957
14 Aug 2014 National Westminster Bank Plc Not upheldBanking and creditMiss O complains that National Westminster Bank Plc (‘NatWest’) has unfairly recorded a default against her credit file. backgroundIn May 2012 Miss O went into a NatWest branch to discuss her overdraft. The overdraft limit of £2,250 – which had been in place since December 2008 – had ... (3 pages)View decision