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 71523 results
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Decision Reference DRN1653292
1 Jul 2016 Arrow Global Limited UpheldBanking and creditMrs S complains that Arrow Global Limited chased her for payment of a debt that she had already paid.backgroundThe outstanding balance on Mrs S’s credit card was purchased by Arrow Global in 2011. In 2015 she paid an agreed amount to settle the account and receiv... (2 pages)View decision -
Decision Reference DRN1844804
23 Jul 2019 Shop Direct Finance Company Limited Not upheldBanking and creditMiss B complains that Shop Direct Finance Company Limited (trading as Very) sold her account to a debt collection agency while she was maintaining the agreed payments and without discussing this with her. backgroundMiss B entered in to a credit agreement with Very in May 2016. A temporary ... (2 pages)View decision -
Decision Reference DRN7538083
9 Mar 2015 Lloyds Bank PLC Not upheldBanking and creditMr G feels that Lloyds Bank PLC (previously Lloyds TSB) is acting unfairly in refusing to accept the repayments he’s offering it towards a debt he owes under a guarantee. He’s also unhappy the bank has charged him interest, which he says it agreed to waive.backgroundMr G owes money to Ll... (2 pages)View decision -
Decision Reference DRN-4217854
29 Jun 2023 Cabot Financial (Europe) Limited Not upheldMortgagesDRN-4217854 The complaint Ms T’s complaint is about a secured loan she took out in 2007 with Lender W, which is now owned by Cabot Financial (Europe) Limited. Ms T’s representative has said: the loan was mis-sold because it was lent irresponsibly as it was not affordable. This is because ... (3 pages)View decision -
Decision Reference DRN-3068631
16 Feb 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3068631 The complaint Mr and Mrs C’s complaint about Bank of Scotland plc trading as Halifax (Halifax) relates to incorrect advice given to Mrs C by a Halifax mortgage advisor (MA) in January 2021, and when she made an application to re-mortgage her family home following a change in pe... (3 pages)View decision -
Decision Reference DRN-3934598
27 Apr 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3934598 The complaint Mr T complains that Barclays Bank UK PLC trading as Barclaycard didn’t remove a record of a default on his credit file when it said it would. What happened Due to ill health Mr T was unable to meet the monthly payments due to his credit card. Mr T says Barclaycard... (3 pages)View decision -
Decision Reference DRN-3167062
11 Jan 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3167062 The complaint Mr S complains that TSB Bank plc (“TSB”) didn’t tell him he had an outstanding overdraft balance to pay and he’s unhappy it sold his account to a third party without prior notice. What happened In April 2020, TSB wrote to Mr S and explained in January 2020 it had ... (2 pages)View decision -
Decision Reference DRN-5415838
3 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5415838 The complaint Miss C complains that NewDay Ltd (NewDay) were insensitive and unsupportive when she was vulnerable following the loss of her parents. What happened Miss C called NewDay on 14 February 2024 and told them her parents had died and that she’d been made homeless. S... (3 pages)View decision -
Decision Reference DRN0239593
19 Nov 2018 BW Legal Services Limited Not upheldBanking and creditMr R complains that BW Legal Services Limited is unfairly chasing him for a loan that he repaid in full a number of years ago. He also complains about the default that was placed on his account. backgroundIn 2018 Mr R complained to BW Legal Services about a debt it... (2 pages)View decision -
Decision Reference DRN-3144362
8 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3144362 The complaint Mrs M complains that NewDay Ltd should have registered a default on her account earlier than it did. What happened Mrs M had a credit card account provided by NewDay. Towards the end of 2017, she found herself having financial difficulties and then missed some pay... (4 pages)View decision
