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 DRN2609590
30 Sep 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs S complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs S had a mortgage which was coming to the end of its fixed rate. They were advised by L&G to re-mortgage to ... (2 pages)View decision -
Decision Reference DRN-3795999
8 Nov 2022 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3795999 The complaint Mr S complains about the way in which Sainsbury’s Bank Plc has pursued him for repayment of a credit card debt. What happened Mr S has explained that he has been out of work for many years. He had to retire because of post-traumatic stress disorder and depression.... (2 pages)View decision -
Decision Reference DRN-3764544
5 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3764544 The complaint Mrs B says National Westminster Bank Plc unfairly closed her credit card account and passed it to a debt collector when she was making her repayments. What happened Mrs B says she has never missed a payment her credit card account, and is within her limit, yet Nat... (2 pages)View decision -
Decision Reference DRN-3136974
30 Nov 2021 MBNA Limited UpheldBanking and PaymentsDRN-3136974 The complaint Mr C complains that MBNA Limited (MBNA) lent to him irresponsibly. What happened In August 2016, Mr C applied for a credit card from MBNA. It was approved with a limit of £6,700. Then further increases were requested by Mr C, and approved by MBNA: Date Limit Augus... (4 pages)View decision -
Decision Reference DRN3365048
30 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMr C and Miss D complain about a debt reduction agreement that they took out with NEO Media Solutions Limited, trading as One Debt Solution. They complain that it did not pay money to their creditors as it had agreed to do. backgroundMr C and Miss D entered into a debt reduction agree... (2 pages)View decision -
Decision Reference DRN-5590357
29 May 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5590357 The complaint Mr S is unhappy with how Capquest Debt Recovery Limited (Capquest) have engaged with him about an outstanding credit card debt of £7,312.66. What happened I issued my provisional decision to both parties explaining why I thought Mr S’s complaint should be uphe... (6 pages)View decision -
Decision Reference DRN1207372
31 May 2016 PRA Group (UK) Limited Not upheldBanking and creditMs N complains that PRA Group (UK) Limited is chasing her for a debt dating back to 2002. She wants PRA to stop contacting her, and to remove adverse information relating to this debt on her credit file.backgroundMs N said: The debt relates to a student bank account ... (2 pages)View decision -
Decision Reference DRN7413166
18 Dec 2017 Angel Advance Limited Not upheldBanking and creditMr V complains that a county court judgment was entered against him at a time when Angel Advance Limited was managing his debts.backgroundMr V entered into an agreement with Angel Advance to manage his debts. This involved Mr V paying a monthly payment, part of whi... (2 pages)View decision -
Decision Reference DRN-2671309
12 Mar 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2671309 The complaint Mr G complains about delays HSBC UK Bank Plc caused when dealing with debts on his accounts. What happened Some years ago, Mr G borrowed money with HSBC and this was secured using an Agricultural Charge. Unfortunately, Mr G began to suffer financial difficulties a... (3 pages)View decision -
Decision Reference DRN3870026
13 Feb 2014 123 Debt Solutions Ltd UpheldBanking and creditMiss B complains that 123 Debt Solutions Ltd did not treat her reasonably or fairly in that it took money for a PPI claim when she had expressly told it not to. She also complains that when she told it she could not afford her monthly payments towards the PPI claim and debt management... (3 pages)View decision
