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 DRN0773129
11 Nov 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr P complains that Harrington Brooks (Accountants) Limited, trading as Harrington Brooks Debt Management, (“HB”), didn’t provide him with satisfactory advice when he took out adebt management plan (“DMP”) with it. The complaint is brought to this service on Mr P’sbeha... (2 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 -
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 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 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 DRN7380800
17 Feb 2017 Barclays Bank Plc Not upheldBanking and creditMr F, on behalf of the estate of the late Mrs F, complains that Barclays Bank Plc has not acted reasonably, in that it used funds it held on behalf of the estate to clear debts owed to it, meaning there was not money left to cover funeral costs. He also complain... (2 pages)View decision -
Decision Reference DRN9575389
3 Jan 2018 Moorcroft Debt Recovery Limited Not upheldBanking and creditMr L complains that Moorcroft Debt Recovery Limited (Moorcroft) are pressurising him to make payments against a debt he doesn’t think he owes and that they haven’t taken account of his mental and physical disabilities.backgroundMr L opened a credit card account in 2007 ... (3 pages)View decision -
Decision Reference DRN4624237
25 Sep 2017 Lloyds Bank PLC Not upheldBanking and creditMr B complains that Lloyds Bank PLC hold him responsible for a credit card debt that isn’t his.backgroundMr B says Lloyds has sold a credit card debt to a third party company whom are now perusing him for it. He says the debt isn’t his and asks Lloyds to provide iden... (2 pages)View decision -
Decision Reference DRN-2934378
16 Sep 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2934378 The complaint Mr F complains that Clydesdale Bank plc, trading as Virgin Money, won’t refund to him the money that he paid to a debt recovery company. What happened Mr F was owed money by a third party and entered into a contract with a debt recovery company in November 2018 fo... (3 pages)View decision -
Decision Reference DRN-3426927
8 Dec 2022 China Taiping Insurance (UK) Co Ltd Not upheldInsuranceDRN-3426927 The complaint A company, which I’ll refer to as H, complains that China Taiping Insurance (UK) Co Ltd cancelled its retail catering policy and declined its claim for flood damage. The director of H, whom I’ll refer to as Mr S, brings the complaint on H’s behalf. What happened H... (4 pages)View decision