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 DRN-2872054
30 Jun 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2872054 The complaint Mr B complains that Capital One (Europe) plc (CapOne) suspended his credit card as he was in persistent debt. What happened Mr B had a credit card from CapOne since 2003. In 2020 the limit was £4000. In September 2018, March 2020 and September 2020, he received pe... (3 pages)View decision -
Decision Reference DRN4536503
19 Jul 2019 Telefonica UK Limited UpheldBanking and creditMr M complains that Telefonica UK Limited, trading as O2, shouldn’t have lent him money because he couldn’t afford to repay it. His accounts went into arrears, he was disconnected and charged fees. He wants the outstanding balance written off and all negative markers removed from his credi... (4 pages)View decision -
Decision Reference DRN1679601
7 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs W complain that debt reduction agreements were mis-sold to them by NEO Media Solutions Limited, trading as One Debt Solution. They also complain that it did not pay money to their creditors as it had agreed to do and that it has provided them with poor customer service. ba... (2 pages)View decision -
Decision Reference DRN9580687
2 Sep 2014 National Westminster Bank Plc Not upheldBanking and creditMr Y complains about the way he has been treated by National Westminster Bank Plc, in connection with both his personal accounts and a guarantee he gave for the debt of a company of which he was a director.backgroundpersonal accountsMr Y had a personal loan account and a mortgage with... (4 pages)View decision -
Decision Reference DRN0418846
7 Mar 2018 Lowell Portfolio I Ltd Not upheldBanking and creditMr F complains that Lowell Portfolio I Ltd has wrongly registered a default on his credit file. backgroundLate in 2014, Lowell purchased a debt that Mr F owed to a credit card company. Mr F said he didn’t owe that money, so Lowell sent Mr F copy of the agreement ... (3 pages)View decision -
Decision Reference DRN-5001359
30 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5001359 The complaint Mr E complains that National Westminster Bank Plc passed his debt to a debt collection agency. What happened Mr E holds an account with NatWest. Due to Mr E’s financial circumstances, he hasn’t made payments to the account for some time. On 1 November 2023 Mr E... (3 pages)View decision -
Decision Reference DRN-5077072
20 Nov 2024 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5077072 The complaint Mr D has complained about Lowell Portfolio I Ltd taking a regularly scheduled token payment while their contact was on hold. What happened This complaint surrounds a credit card account which was taken out in 1996, defaulted in 2003, and was eventually purchase... (3 pages)View decision -
Decision Reference DRN3667607
7 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs T complain that a debt reduction agreement was mis-sold to them by NEO Media Solutions Limited, trading as One Debt Solution. They also complain that it did not pay money to their creditors as it had agreed to do and that it has provided them with poor customer service. back... (2 pages)View decision -
Decision Reference DRN-3132233
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3132233 The complaint Mr J complains that NewDay Ltd trading as Aqua has registered a default against his account without contacting him to set up a repayment plan. What happened Mr J contacted Aqua on 11 December 2019 to inform them he was suffering financial difficulties due to a per... (4 pages)View decision -
Decision Reference DRN-5760080
26 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5760080 The complaint Mrs T has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) failed to update her about her offer to settle an outstanding balance, resulting in the debt being passed to a third party collections agent. Mrs T would like the outstanding... (2 pages)View decision