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 77331 results
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Decision Reference DRN0841029
8 Nov 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr L is complaining that Capital One (Europe) plc 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.backgroundIn 2016, following Mr L’s complaint through ... (3 pages)View decision -
Decision Reference DRN9114130
25 Jan 2016 Global Debt Recovery Limited Not upheldBanking and creditMr E complains about the way that Global Debt Recovery Limited managed a debt he owed. backgroundIn late 2005, Mr E entered into a credit card agreement. He experienced financial difficulties and was unable to pay off his balance. The debt was transferred to Global... (2 pages)View decision -
Decision Reference DRN-4566510
18 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4566510 The complaint Mrs T complains Barclays Bank UK PLC transferred her overdraft debt to a debt collector while a complaint was ongoing. Mr and Mrs T are on this complaint, but as this issue only relates to Mrs T’s concerns, I’ve mainly mentioned her in this decision. What happened... (2 pages)View decision -
Decision Reference DRN-5495901
10 Jul 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5495901 The complaint Ms M complains Capquest Debt Recovery Limited won’t provide her with a copy of the Deed of Assignment (DOA). She’s also unhappy they haven’t taken into account her vulnerabilities fully. What happened As I understand it, the debt originated from a credit card a... (4 pages)View decision -
Decision Reference DRN1361720
8 Jun 2018 Cabot Credit Management Group Limited Not upheldBanking and creditMr L has complained Cabot Credit Management Group Limited, trading as Cabot Financial (Europe) Limited, is pursuing him for debts which he doesn’t owe. He’s also concerned he’s in no position to pay this money.backgroundFor a few years Mr L had been making three payme... (3 pages)View decision -
Decision Reference DRN-6107190
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6107190 The complaint Ms R complains about the way National Westminster Bank Public Limited Company (NatWest) has handled her loans and credit card accounts. What happened In August 2021, Ms R says she received diagnosis of a life limiting condition, and she was given a maximum lif... (3 pages)View decision -
Decision Reference DRN3395475
22 May 2014 Lloyds Bank PLC UpheldBanking and creditMr and Mrs R complain that Lloyds Bank PLC is seeking repayment of a debt of nearly £5,000 which they say they don’t owe. They would like the bank to acknowledge that they have cleared all their debts to it.backgroundIn 2012 Lloyds considered a complaint brought by Mr and Mrs R and agree... (2 pages)View decision -
Decision Reference DRN1117081
4 Dec 2013 Lloyds Bank PLC UpheldBanking and creditMrs K complains that Lloyds Bank plc (previously Lloyds TSB Bank plc).-Continued to chase her for repayment of a number of debts after she had been declared bankrupt and discharged.-Failed to report accurate information about her debts to the credit reference agencies.-Sold her debts ... (3 pages)View decision -
Decision Reference DRN-5473348
30 Jun 2025 Intrum UK Limited Not upheldConsumer CreditDRN-5473348 The complaint Mr J complains that Intrum UK Limited (Intrum) caused him stress and upset by contacting him about a debt that was statute barred. What happened Mr J had a credit card that was taken out around 1999 with a business I’ll refer to as M. the account fell into arre... (3 pages)View decision -
Decision Reference DRN0454196
5 Jun 2013 Unique Debt Solutions Limited UpheldBanking and creditMr and Mrs A complain that an Individual Voluntary Arrangement (“IVA”) they entered into in November 2010 was mis-sold. They say Unique Debt Solutions Limited did not take into account that they were receiving Support for Mortgage Interest (“SMI”), which reduced their total monthly mo... (3 pages)View decision