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 71745 results
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Decision Reference DRN-5359854
17 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5359854 The complaint Miss M complains that Zopa Bank Limited was irresponsible in its lending to her. What happened Miss M was provided with two loans by Zopa the details of which are set out below. Loan Amount Date Term Monthly repayments 1 £4,000 November 2020 36 months £153.74 2... (3 pages)View decision -
Decision Reference DRN4634124
11 Oct 2013 American Express Services Europe Limited UpheldBanking and creditMr Q is unhappy that having asked American Express Services Europe Limited not to contact him on his landline telephone number, a debt recovery agency commissioned by Amex did so. He is also unhappy at the number of calls and emails he received and says these constitute harassment.bac... (2 pages)View decision -
Decision Reference DRN0885275
15 Dec 2015 Fredrickson International Limited UpheldBanking and creditMr S complains that Fredrickson International Limited wrongly chased him to pay back a debt that was included in an Individual Voluntary Arrangement (IVA).backgroundMr S explains that a loan and overdraft debt were included in his IVA which successfully completed in 2... (2 pages)View decision -
Decision Reference DRN-1827325
25 Aug 2020 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-1827325The complaintMr A complains that Capquest Debt Recovery Limited (“Capquest”) failed to remove his address details and continued to pursue him for a debt that wasn’t his. What happenedThe details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN-1542437
22 Apr 2020 Barclays Bank UK PLC Not upheldConsumer CreditDRN-1542437 The complaintMr T complains that Barclays Bank UK PLC (“Barclays”) lent to him, on more than one occasion, without adequate checks being made as to affordability. What happenedBarclays advanced Mr T the following: Loan 1 for £35,000 in April 2017, repayable over 60 months at a... (2 pages)View decision -
Decision Reference DRN1055029
17 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr T complains that HSBC Bank Plc is wrongly pursuing him for payment under a personal guarantee. Mr T is represented by a solicitor, which I will call “K”.backgroundMr T was a director of a company. In 2012 the company applied for a £60,000 loan, which was to be sec... (2 pages)View decision -
Decision Reference DRN1699604
29 Aug 2014 National Westminster Bank Plc Not upheldBanking and creditMr A and Ms B have questioned whether they have a legally-binding mortgage with National Westminster Bank Plc (NatWest). backgroundIn April 2013 Mr A and Ms B took out a mortgage of £96,000 with NatWest, secured on a buy-to-let property. In November 2013 Mr A and Ms B wrote to NatWe... (2 pages)View decision -
Decision Reference DRN1914144
10 Jul 2017 Kapama Limited UpheldBanking and creditMr J complains that Kapama Limited has unfairly applied a default to his credit file and applied extortionate charges to his account. backgroundMr J took out several payday loans with a payday loan company, (“P”), in 2011. He was unable to pay the last loan of £150 (inc... (2 pages)View decision -
Decision Reference DRN1258170
12 Feb 2020 NCO Europe Limited Not upheldBanking and creditMrs M complains that NCO Europe Limited (NCO) have registered her account in default in2015 when they should have registered it in 2012. She wants them to change the defaultdate on credit reference agency records.backgroundI recently issued my provisional conclusions setting out the events... (3 pages)View decision -
Decision Reference DRN4781705
27 Jan 2020 Advanced Payment Solutions Limited UpheldBanking and creditMr R complains that Advanced Payment Solutions Limited (“APSL”) didn’t close his account when he asked it to and he’s unhappy with the service he’s received from APSL.backgroundMr R says he opened a current account with APSL (account ending ****0432) and at the same time took out an additi... (3 pages)View decision
