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 71745 results
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Decision Reference DRN-3095683
1 Nov 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3095683 The complaint Mr B complained that Bank of Scotland plc (“BoS”) had decided to make a refund from an old credit card account that was closed many years ago. But instead of paying the money to him, BoS paid it to the company that had bought this debt from BoS. What happened Mr B... (3 pages)View decision -
Decision Reference DRN7792896
2 Dec 2014 Lloyds Bank PLC Not upheldBanking and creditMr L complains that Lloyds Bank PLC went back on assurances it gave him about how he could deal with his bank accounts, defaulting and closing his current account without telling him. backgroundMr L held his personal banking with Lloyds and also had business banking with Lloyds in res... (3 pages)View decision -
Decision Reference DRN-3590931
31 Aug 2022 Credit Link Account Recovery Solutions Limited Not upheldConsumer CreditDRN-3590931 The complaint Miss H has complained that Credit Link Account Recovery Solutions Limited are pursuing her for a debt which she feels they haven’t sufficiently proven she owes them. What happened This complaint surrounds a consumer credit account that was opened in 2019, and was ... (2 pages)View decision -
Decision Reference DRN-1687560
3 Sep 2020 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-1687560The complaintMiss C has complained that Capquest Debt Recovery Limited chased her for a debt that she thought was statute barred. What happenedIn 2007, Miss C took out a debt. In 2010, the debt was defaulted. In 2012, it was sold on, and in 2016 it was passed to Capquest to mana... (2 pages)View decision -
Decision Reference DRN-2522022
28 Jan 2021 Lowell Financial Ltd Not upheldBanking and PaymentsDRN-2522022 The complaint Mr M complains about Lowell Financial Ltd’s actions when seeking to recover a debt. Mr M says Lowell has failed to show the debt it is seeking to collect was taken out by him. Mr M also complains that Lowell failed to treat him fairly despite being aware of his ci... (3 pages)View decision -
Decision Reference DRN1632990
21 Jul 2015 Foundation for Credit Counselling UpheldBanking and creditMr C complains that Foundation for Credit Counselling (“StepChange”) a charity managing his debts, paid money to the wrong account. As a result one of Mr C’s debts wasn’t paid and he received letters from debt collectors. He wants compensation for the hurt and upse... (2 pages)View decision -
Decision Reference DRN6241646
2 Jan 2014 1st Credit (Finance) Limited Not upheldBanking and creditMr B complains that 1st Credit (Finance) Limited has asked him for repayment for a debt that he has not acknowledged and which he has heard nothing from the creditor for the past six years. He says 1st Credit has not shown that the debt is not statute barred under The Limitations Act 19... (2 pages)View decision -
Decision Reference DRN-4344208
17 Jan 2024 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-4344208 The complaint Mr L complains Capquest Debt Recovery Limited told him they’d acquired a County Court Judgment (CCJ) for his debt when they didn’t. And he says Capquest have used this information to get him to repay the debt which he doesn’t think is fair. Capquest have used agen... (3 pages)View decision -
Decision Reference DRN8695937
16 Sep 2014 Vanquis Bank Limited UpheldBanking and creditMr F complained because he was being pursued by a debt collection agency for a credit card debt to Vanquis Bank Limited. Mr F said he had paid £800 to a doorstep collector as a deal to end his debts, and therefore no money was due. He wants the account to be closed so he is no lon... (2 pages)View decision -
Decision Reference DRN-2895478
15 Jul 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2895478 The complaint Mr S complains that Vanquis Bank Limited (Vanquis) lent to him irresponsibly. What happened Mr S had a credit card from Vanquis since 2012. His credit limit was increased four times – in January 2013, June 2013, November 2013 and October 2015. The last increase wa... (3 pages)View decision
