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 70898 results
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Decision Reference DRN4892767
7 Feb 2017 MYJAR Limited UpheldBanking and creditMr J complains that MYJAR Limited via a debt collection agency wrongly contacted him about a debt it claims he owes. He wants an explanation, confirmation that he doesn’t owe any money, and compensation for his wasted time.backgroundIn 2016, Mr J was contacted by a deb... (2 pages)View decision -
Decision Reference DRN2752462
12 Jan 2017 Vanquis Bank Limited Not upheldBanking and creditMr T complains that Vanquis Bank Limited duplicated a default registration on his credit file.backgroundVanquis passed Mr T’s account to a debt collection company in 2014 for non-payment. It later took the account back in-house, prior to selling it.Mr T says he contac... (2 pages)View decision -
Decision Reference DRN5671391
2 Jul 2019 Home Retail Group Card Services Limited Not upheldBanking and creditMr N complains that Home Retail Group Card Services Limited (HRG) defaulted his account and sold it to a debt collection agency I will call M.backgroundMr N has a store card account with HRG which fell into arrears. He had to leave the country due to a family mat... (2 pages)View decision -
Decision Reference DRN-3227320
27 Jan 2022 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-3227320 The complaint Mr S complains about Link Financial Outsourcing Limited’s actions when trying to recover a debt he disputed. What happened Link purchased a credit card debt in Mr S’ name from another business (A) in 2019. In January 2021 Link traced Mr S to his address and wrote ... (2 pages)View decision -
Decision Reference DRN-5122209
7 Feb 2025 Credit Resource Solutions Limited UpheldConsumer CreditDRN-5122209 The complaint Miss W complains that Credit Resource Solutions Limited (CRS) closed her account three times without giving a reason. What happened In January 2022 CRS was appointed as debt collector for a debt that Miss W owed her lender. Miss W had a debt management plan (D... (2 pages)View decision -
Decision Reference DRN-4380037
3 Jan 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4380037 The complaint Mr and Mrs K are unhappy because TSB Bank plc failed to carry out a financial review by email and passed their account to a debt collection agency. What happened Mr and Mrs K have had a payment plan in place on their account with TSB for around five years. In Janu... (3 pages)View decision -
Decision Reference DRN6898898
25 Sep 2013 National Westminster Bank Plc Not upheldBanking and creditMr W had a debt with National Westminster Bank Plc which he was repaying to the bank by monthly payments. He complains that NatWest wrote in October 2012 to tell him that, because it had been unable to contact him or to agree a suitable repayment plan, the bank had passed his accoun... (1 page)View decision -
Decision Reference DRN-4536075
3 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4536075 The complaint Miss J complains Barclays Bank UK PLC closed her account without telling her, and then refused to help her transfer her direct debits (DD) to a new account with Barclays. What happened I issued a provisional decision setting out what’d happened, and what I thought... (5 pages)View decision -
Decision Reference DRN-2892344
14 Jul 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2892344 The complaint Mr P complains that Bank of Scotland plc (BOS) unfairly placed default markers on is credit file. What happened Mr P had a credit card with BOS. In July 2016, a notice of default was sent to Mr P. In October 2016, BOS registered the default and the debt of £1278 w... (3 pages)View decision -
Decision Reference DRN4715856
3 Dec 2014 Barclays Bank Plc Not upheldBanking and creditMr A complains that Barclays Bank PLC did not explain to him how long a default would stay on his credit record when it offered him a debt consolidation loan. backgroundIn 2007 Mr A took a debt consolidation loan to combine two existing loans with Barclays. This reduced his monthly pa... (2 pages)View decision
