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 74313 results
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Decision Reference DRN-5415818
28 Mar 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5415818 The complaint Mr B complains that PRA Group (UK) Limited (PRA) are pursuing him for a debt he doesn’t recognise and says they haven’t shown he is liable for. What happened The debt stems from a credit card account with a firm I’ll refer to as B. In October 2021, B sold the a... (5 pages)View decision -
Decision Reference DRN4540038
31 Jan 2017 Santander UK Plc Not upheldBanking and creditMr A complains that Santander UK Plc entered his debts into a debt management plan without his consent.backgroundIn January 2009 Mr A’s late wife signed a form authorising her creditors to disclose to a debt management company any information that company required. T... (2 pages)View decision -
Decision Reference DRN-2487666
6 May 2021 National Westminster Bank Plc Not upheldInsuranceDRN-2487666 The complaint Mr I has complained about the way National Westminster Bank PLC (“NatWest”) has used the compensation it offered to settle his complaint about the mis-sale of a payment protection insurance (“PPI”) policy taken out alongside a credit card. What happened Mr I appli... (4 pages)View decision -
Decision Reference DRN4879694
17 Sep 2015 Clear View Finance Limited UpheldBanking and creditMs D complains Clear View Finance Limited agreed to help her reduce her debts but hasn’t done so.backgroundIn 2012 Ms D agreed that Clear View would help her reduce her debts. Ms D says she was told her plan would last less than three years. In 2015 Ms D complained t... (2 pages)View decision -
Decision Reference DRN2587737
19 Sep 2014 Motormile Finance UK Limited UpheldBanking and creditMrs Y has complained that Motormile Finance UK Limited, trading as MMF, did not tell her that they now owned three of her debts. They also did not respond to her requests to deal with her in writing.backgroundMrs Y has some debts which she had not paid. These were sold to MMF who con... (2 pages)View decision -
Decision Reference DRN2259159
21 Jul 2015 1st Credit Limited UpheldBanking and creditMr H complains that 1st Credit Limited wrongly made him bankrupt when he was repaying his debt through a debt management company.backgroundMr H had difficulties repaying his debt to 1st Credit and he had been in a repayment plan that had failed. In August 2013 Mr H ... (2 pages)View decision -
Decision Reference DRN-2666825
25 Mar 2021 Madison CF UK Limited UpheldConsumer CreditDRN-2666825 The complaint Mr S complained that Madison CF UK Limited trading as 118 118 Money (118 Money) lent to him irresponsibly and sold his debt to a debt collection agency. What happened Mr S took out a loan from 118 Money in October 2018 as follows: Date Amount Term Monthly repaymen... (4 pages)View decision -
Decision Reference DRN0551622
10 Aug 2018 Tesco Personal Finance PLC Not upheldPayment protection insurance (PPI)Mr K has complained about the compensation he’s been offered by Tesco Personal Finance PLC (‘Tesco’) for the payment protection insurance (‘PPI’) policy that was sold to him on his credit card account. backgroundMr K was sold a PPI policy on his credit card account... (3 pages)View decision -
Decision Reference DRN9575389
3 Jan 2018 Moorcroft Debt Recovery Limited Not upheldBanking and creditMr L complains that Moorcroft Debt Recovery Limited (Moorcroft) are pressurising him to make payments against a debt he doesn’t think he owes and that they haven’t taken account of his mental and physical disabilities.backgroundMr L opened a credit card account in 2007 ... (3 pages)View decision -
Decision Reference DRN-5601456
4 Jun 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5601456 The complaint Mr P complains that Cabot Credit Management Group Limited, trading as Cabot Financial (Europe) Limited, reported a default to the credit reference agencies (CRA’s). What happened Mr P says Cabot purchased a debt from a bank in or around 2019 – it purchased this... (10 pages)View decision
