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 162957 results
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Decision Reference DRN-5187630
4 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5187630 The complaint Miss H complains Lloyds Bank PLC misgendered her when she visited a branch. What happened Miss H said she visited her local branch of Lloyds. She described being misgendered by floor staff straight away on entering the branch. She explained she then spoke to an... (3 pages)View decision -
Decision Reference DRN-5369116
4 Mar 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5369116 The complaint Mr M complains TransUnion International UK Limited (TU) are reporting missed payments on his credit file when they shouldn’t be. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant e... (5 pages)View decision -
Decision Reference DRN-5274130
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5274130 The complaint Miss S complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened At the end of October 2023 Miss S ente... (3 pages)View decision -
Decision Reference DRN-5360449
4 Mar 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5360449 The complaint Mrs H complains J D Williams & Company Limited trading as Simply Be (JDW) won’t pay a refund for irresponsible lending on a store card directly to her. What happened Mrs H originally raised an irresponsible lending complaint to JDW. JDW accepted they’d irre... (4 pages)View decision -
Decision Reference DRN-5347414
4 Mar 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5347414 The complaint Mr L complains Capquest Debt Recovery Limited should be held responsible for the mis-sale of his loan, which they are currently servicing. What happened Mr L explained he took out a loan and payment protection insurance (PPI) with a company I’ll refer to as E, ... (2 pages)View decision -
Decision Reference DRN-5255740
4 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5255740 The complaint Mr C complains that Revolut Ltd (‘Revolut’) won’t refund the money he says was lost as the result of a scam. What happened In July 2023, Mr C was looking online and found an investment opportunity on a social media site. I’ll refer to the company offering the ... (8 pages)View decision -
Decision Reference DRN-5305425
4 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5305425 The complaint Mr R complains Santander UK Plc took around £2,000 from his account and it had no basis on which to apply an arrestment order for it do so. What happened The events that took place are well known to both parties and aren’t in dispute. So, I’ll only describe th... (3 pages)View decision -
Decision Reference DRN-5275628
4 Mar 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5275628 The complaint Mr O complains Lowell Portfolio I Limited are asking him to repay two debts for accounts he says he never took out. What happened Mr O received contact from Lowell about both debts, but not recognising them he asked Lowell to evidence the debts belonged to him,... (2 pages)View decision -
Decision Reference DRN-5346929
4 Mar 2025 NCO Europe Limited Not upheldConsumer CreditDRN-5346929 The complaint Mr P complains NCO Europe Limited told him he could incur a late payment fee despite him paying his debt on time. What happened Following a separate issue, Mr P received an email dated 25 September 2024. He said this email threatened him with late payment fees ... (2 pages)View decision -
Decision Reference DRN-5232314
4 Mar 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5232314 The complaint Ms P complains Link Financial Outsourcing Limited trading as Honours Student Loans (HSL) didn’t cancel her student loans when she expected them to. What happened Between 1996 and 1998 Ms P took out three student loans with the Student Loans Company (SLC). She s... (3 pages)View decision
