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 70772 results
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Decision Reference DRN-2960934
10 Oct 2021 Link Financial Outsourcing Limited Not upheldBanking and PaymentsDRN-2960934 The complaint Mr and Mrs N are unhappy about the way that Link Financial Outsourcing Limited (“Link”) has handled the collection of various outstanding debts in their name. What happened Between 2005 and 2016, three separate businesses sold two debts they held in the name of Mr... (2 pages)View decision -
Decision Reference DRN5998105
15 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr M complains that Barclays Bank Plc wrongly told him in 2008 that his credit card account was closed, leading to interest and charges being applied and his credit rating being affected. He also complains that Barclays took money from his current account without warning, to pay his credi... (3 pages)View decision -
Decision Reference DRN9007866
23 Aug 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr and Mrs G complain that Lloyds TSB Bank Plc (Lloyds TSB) mis-sold a mortgage to them. They say it was unaffordable and did not raise sufficient money to consolidate all their debts, which had been their intention at the time. Mr and Mrs G also complain that they were advised to c... (2 pages)View decision -
Decision Reference DRN7914341
5 Feb 2018 Cabot Credit Management Group Limited Not upheldBanking and creditMr and Mrs J complain that Cabot Credit Management Group Limited won’t write off Mr J’s debts.backgroundMr J had two credit card accounts with third parties. In 2011 and 2013 Cabot bought these debts. The current outstanding balances come to a total of nearly £25,000... (2 pages)View decision -
Decision Reference DRN-1869494
29 May 2020 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-1869494The complaintMr B is complaining that The Royal Bank of Scotland Plc (“RBS”) has used the compensation it offered for the mis-selling of a payment protection insurance (“PPI”) policy attached to his credit card, to reduce his outstanding debt. What happenedIn November 2019, RBS ... (3 pages)View decision -
Decision Reference DRN3786976
3 Jul 2014 Northern Bank Limited UpheldPayment protection insurance (PPI)This complaint concerns the redress related to single premium payment protection insurance policies (PPI) associated with two loans from Northern Bank Limited (Northern Bank). Northern Bank wants to set the redress due to Miss J against an outstanding debt on her credit card with Norther... (3 pages)View decision -
Decision Reference DRN-2067372
6 Aug 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2067372The complaintMs G complains about how NewDay Ltd trading as Aqua responded to her request for helpwith her credit card account during extremely difficult personal circumstances.What happenedMs G told us about tragic circumstances she experienced, which I won’t record here. Those... (3 pages)View decision -
Decision Reference DRN-5474074
22 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5474074 The complaint Mr A complains that Bank of Scotland plc trading as Halifax are holding him liable for a debt he thought had been written off. What happened Mr A held a credit card with Halifax. The account fell into arrears and the balance was part of a debt management plan w... (3 pages)View decision -
Decision Reference DRN-5275628
4 Mar 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5275628 The complaint Mr O complains Lowell Portfolio I Limited are asking him to repay two debts for accounts he says he never took out. What happened Mr O received contact from Lowell about both debts, but not recognising them he asked Lowell to evidence the debts belonged to him,... (2 pages)View decision -
Decision Reference DRN-4304190
16 Oct 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4304190 The complaint Mr B complains that Nationwide Building Society suspended his credit card unreasonably after pursuing him for debt repayment. What happened Nationwide wrote to Mr B about its concerns that he was in a state of ‘persistent debt’, and asked him to increase his month... (2 pages)View decision
