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 DRN4756381
13 Apr 2017 Sainsbury's Bank Plc Not upheldBanking and creditMr N complains that Sainsbury’s Bank plc is refusing to accept what he believes are fair offers to settle his debts. He’s also unhappy it won’t tell him what it’s willing to accept.backgroundMr N took out a loan for £10,000 in 2014 but a year later he faced fina... (2 pages)View decision -
Decision Reference DRN8094228
23 Jul 2015 Foundation for Credit Counselling Not upheldBanking and creditMr P complains that Foundation for Credit Counselling, trading as StepChange Debt Charity, gave him wrong advice.our initial conclusionsWhen Mr P asked StepChange for advice, it advised him to make token payments of £1 to his unsecured creditors. But Mr P says this has led to his cre... (2 pages)View decision -
Decision Reference DRN4082285
7 Feb 2020 Everyday Lending Limited UpheldBanking and creditMiss T has complained about a personal loan Everyday Lending Limited, trading as Everyday Loans, provided to her. She says Everyday Loans acted irresponsibly in lending to her because of the financial situation she was in at the time.backgroundEveryday Loans provided Miss T with a loan for... (3 pages)View decision -
Decision Reference DRN2706629
18 May 2020 Bank of Scotland Plc Not upheldBanking and creditComplaintMrs M complains that Bank of Scotland Plc (trading as Halifax) failed to help her, in line with the rules on persistent debt. BackgroundMrs M has a credit card with Halifax and has maintained the minimum payment for an extended period without making additional payments to reduce t... (2 pages)View decision -
Decision Reference DRN3304843
24 Jan 2014 Barclays Bank Plc UpheldBanking and creditMrs D is unhappy about the way Barclays Bank Plc dealt with her when it was reviewing her business overdraft facility of £25,000. Rather than renew the facility, the bank wanted to convert it to a loan.backgroundIn October 2011, Barclays reviewed Mrs D’s business overdraft. It wanted to... (3 pages)View decision -
Decision Reference DRN-5758086
27 Nov 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5758086 The complaint Mrs M complains that Cabot Credit Management Group Limited (Cabot) haven’t proven they own the debt they have been pursuing her for. What happened Mrs M had a credit card account with a business I’ll refer to as M. At some point Mrs M fell behind with her payme... (3 pages)View decision -
Decision Reference DRN-4480682
5 Dec 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4480682 The complaint Mr S says Vanquis Bank Limited irresponsibly lent to him. What happened Mr S says Vanquis increased the limit on his credit card three times by large amounts which plunged him into debt. And he had not given his consent. Mr S opened his account in March 2017, he w... (3 pages)View decision -
Decision Reference DRN6266385
1 Jul 2014 HSBC Bank plc Not upheldBanking and creditMr C complains that HSBC Bank Plc is holding him responsible for a debt arising from some disputed transactions on his account. The bank has closed Mr C’s account and recorded adverse information on his credit record. Mr C says he is the victim of fraud and wants HSBC to provide him wit... (2 pages)View decision -
Decision Reference DRN4967403
8 Feb 2016 Barclays Bank Plc Not upheldBanking and creditMrs S complains that Barclays Bank Plc didn’t honour its promise to write off her loan.background Mr S brings this complaint on behalf of his wife, Mrs S. In 2002 Mrs S borrowed a five-figure sum from Barclays in order to repay her overdraft. She made monthly repaym... (3 pages)View decision -
Decision Reference DRN9028502
7 Apr 2017 Bank of Scotland Plc Not upheldBanking and creditMr A has complained that Bank Of Scotland plc (trading as Halifax) made a mistake when it decided to close his current account and register a default of his overdraft debt. Mr A also says Halifax sent the letters about the default to the wrong address and he is ver... (2 pages)View decision