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 DRN-4360941
21 Sep 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4360941 The complaint Mr Y complains about contact from Lantern Debt Recovery Services Ltd (Lantern) in relation to someone else’s debt. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In February 2023 Mr Y rece... (2 pages)View decision -
Decision Reference DRN3464513
21 Nov 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs P doesn’t think it’s fair for The Royal Bank of Scotland Plc (RBS) to use a payment protection insurance (PPI) compensation offer it’s made to reduce her credit card debt, from which she was discharged when her protected trust deed came to an end.backgroundI issued my provisional decis... (4 pages)View decision -
Decision Reference DRN3778146
27 Sep 2013 HSBC Bank plc Not upheldBanking and creditMs M complains that HSBC Bank Plc is holding her liable for a debt on a joint current account following her ex-husband’s bankruptcy.backgroundMs M held a joint bank account with her ex-husband. When they separated, Ms M says that her ex-husband told her that she had been removed from t... (2 pages)View decision -
Decision Reference DRN-5318700
17 Feb 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5318700 The complaint Ms H complains the communication from Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited is causing her significant distress. What happened Ms H had a loan with a company I’ll refer to as L. She’s said during a particularly vulne... (4 pages)View decision -
Decision Reference DRN-2775240
23 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2775240 The complaint Mr S complains about NewDay Ltd (“NewDay”) for credit limit increases which were offered to him on his Aqua and Marbles cards. He believes that these increases were irresponsible as he had substantial other debt and he had high spending on gambling on his cards. H... (4 pages)View decision -
Decision Reference DRN-2833279
24 May 2021 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-2833279 The complaint Ms J is unhappy with the information Home Retail Group Services Limited trading as Argos Card (‘Argos’), reported to the credit reference agencies while she was in a debt management plan. What happened In 2012, Ms J entered into a store card agreement with Argos. ... (4 pages)View decision -
Decision Reference DRN2196155
21 Jun 2013 MBNA Limited Not upheldBanking and creditMr K complains that MBNA Limited was irresponsible to provide him with two credit cards. He would like the outstanding balance on the second card to be written off. The complaint is brought on Mr K’s behalf by his wife, whom I shall call “Mrs L”.background The circumstances leading to ... (4 pages)View decision -
Decision Reference DRN-3474004
29 Jul 2022 NewDay Ltd UpheldConsumer CreditDRN-3474004 The complaint Mr M complains that NewDay Ltd trading as AO Finance allocated payments to his accounts in way that disadvantaged him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so in... (2 pages)View decision -
Decision Reference DRN3923192
7 Mar 2014 National Westminster Bank Plc Not upheldBanking and creditMr E complained that National Westminster Bank Plc pursued him for a debt arising from a loan that was applied for in his name fraudulently. Subsequently, NatWest said it would remove a default it had placed on his credit file; however this was not done leading to him being declined f... (2 pages)View decision -
Decision Reference DRN4688450
31 Jul 2019 TSB Bank plc Not upheldBanking and creditMrs G complains about information provided to credit reference agencies by TSB Bank plc. She’s also unhappy TSB Bank plc haven’t defaulted her account with them.backgroundMrs G has a current account with TSB.In March 2016, Mrs G’s account was overdrawn by more than £2,500. TSB asked Mrs G ... (3 pages)View decision
