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-3777392
2 Nov 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3777392 The complaint Mrs R complains that Bank of Scotland plc has enforced a personal guarantee she signed, and so is pursuing her for a debt. What happened The background to this case is well-known to both parties, so I won’t repeat it in detail here and will just set out a brief su... (2 pages)View decision -
Decision Reference DRN4022638
11 Apr 2013 Lloyds TSB Bank Plc UpheldBanking and creditMr B and Mrs C’s complaint is in respect of a current account with Lloyds TSB Bank Plc (“Lloyds TSB”). The account was initially a sole account in Mr B’s name only before it was asked that Mrs C be added in July 2004. The bank declined this request due to Mrs C’s credit score. But she ... (3 pages)View decision -
Decision Reference DRN-4310361
20 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4310361 The complaint Mr P complains that National Westminster Bank Plc hasn’t updated his address on its records despite his efforts over the last three years. And he is unhappy about not being kept informed about his debt. Mr P would like the debt written off. What happened Following... (3 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 DRN3719121
16 Jul 2015 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs S complain they received unsuitable mortgage advice from National Westminster Bank Plc. Mr S has dealt with the complaint throughout, with assistance from his son.backgroundIn January 2007 Mr and Mrs S took out a mortgage through NatWest. Although NatWest says... (4 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 DRN2748608
19 Aug 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMr and Mrs H complain that Debt Connect (UK) Limited has mismanaged their debt management plan.our initial conclusionsThe adjudicator recommended that the complaint should be upheld. She concluded that Debt Connect had not passed on Mr and Mrs H’s money to their creditors. The adju... (2 pages)View decision -
Decision Reference DRN1190559
8 Jul 2016 Christians Against Poverty Not upheldBanking and creditMr B complains about the way that Christians Against Poverty has managed his debt plan and that it won’t continue to deal with his debts.backgroundMr B agreed a debt management plan with Christians Against Poverty. It helped him to clear his arrears with a utility compa... (2 pages)View decision -
Decision Reference DRN-4191272
29 Aug 2023 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4191272 The complaint Mr E complains that FUND OURSELVES LIMITED (“Fund Ourselves”) has not treated him fairly. He complains that it has not been transparent with him. Mr E has suggested that the debt is not his. The name of the lender was different when the loan was set up and the agr... (7 pages)View decision -
Decision Reference DRN3183480
24 Nov 2016 Gregory Pennington Limited Not upheldBanking and creditMrs H complains that Gregory Pennington Limited, (“GPL”), didn’t provide her with appropriate information when she entered into a debt management plan (“DMP”) with it. The complaint is brought to this service on Mrs H’s behalf by a claims management company (“CMC”). Bu... (2 pages)View decision