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 DRN6385192
18 Jan 2018 Nationwide Building Society UpheldBanking and creditMr P complains that Nationwide Building Society (Nationwide) registered a default against his credit card account when he thought he had agreed a payment plan. backgroundIn November 2014 Mr P told Nationwide that he was having financial difficulties. Mr P made several of... (2 pages)View decision -
Decision Reference DRN-5500411
24 Feb 2026 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5500411 The complaint Mr R complains Cabot Credit Management Group Limited trading as Cabot Financial (“Cabot”) have failed to prove they have the legal right to collect on a debt they’re contacting him about. What happened My understanding is a credit card account was held in the s... (6 pages)View decision -
Decision Reference DRN-5573222
21 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5573222 The complaint Mrs I complains that Monzo Bank Ltd is holding her liable for a loan and an overdraft she says were taken out by scammers. She accepts she moved the funds on from the loan, but says this was under the scammer’s instructions. What happened In August 2023, Mrs I ... (4 pages)View decision -
Decision Reference DRN3079544
9 Feb 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).background Acting on advice from L&G, Mr and Mrs B re-mortgaged. In doing so, they shortened the term of their mortgage from 13 to ... (2 pages)View decision -
Decision Reference DRN0971741
6 Aug 2019 NewDay Ltd UpheldBanking and creditMr P complains that NewDay Ltd (T/A Aqua) passed his account to a debt collection agency after agreeing a payment plan with him. backgroundMr P opened his credit card account with Aqua in January 2014. In May 2018 he contacted it to explain he was experiencing financial hardship. A reduced... (3 pages)View decision -
Decision Reference DRN-1456617
4 May 2020 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-1456617The complaintMr D complains that Moorcroft Debt Recovery Limited treated him unfairly as they wouldn't accept the settlement amount, he sent them. What happenedMr D owed around £14,000 to a lender who I’ll refer to as “N”. N instructed Moorcroft to collect the outstanding b... (3 pages)View decision -
Decision Reference DRN-3991331
28 Feb 2023 Arval UK Limited UpheldConsumer CreditDRN-3991331 The complaint Mr M is unhappy with how Arval UK Limited (Arval) handled his request to voluntary terminate a hire agreement. Mr M has been represented by Mrs M in this complaint. For ease of reference I’ll refer only to Mr M. What happened In September 2017, Mr M was supplied w... (4 pages)View decision -
Decision Reference DRN-5323391
11 Feb 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5323391 The complaint Mr B complains that Capital One (Europe) plc acted unfairly in selling his account to a third- party debt collection agency. What happened My provisional decision of 5 February 2025 set out the background to this complaint: Mr B opened his credit card account w... (4 pages)View decision -
Decision Reference DRN5438242
26 Feb 2015 Barclays Bank Plc Not upheldBanking and creditMr and Mrs G complain about charges applied by Barclays Bank Plc when they experienced financial difficulties and used the reserve facility on their account. They want compensation for the stress caused to them by these charges and the closure of their account, as well as the threate... (3 pages)View decision -
Decision Reference DRN-5849186
6 Nov 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5849186 The complaint Ms T complains eBay Commerce UK Ltd (Commerce) unfairly decided a money back guarantee case against her and then pursued her for the debt. Ms T is represented in her complaint, but I’ll only write about Ms T, even if she wasn’t the one sending submissions or r... (3 pages)View decision