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 74313 results
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Decision Reference DRN5802600
30 May 2014 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a mortgage Mr and Mrs K previously held with Bank of Scotland plc trading as Halifax. Mr and Mrs K complain that Halifax mis-sold a further advance of £50,000 to them in 2006. backgroundThe circumstances of this complaint, briefly, are that Mr and Mrs K alre... (2 pages)View decision -
Decision Reference DRN3541587
21 Oct 2015 MKDP LLP Not upheldBanking and creditMr B, represented by his solicitor, says that MKDP LLP has chased him for a debt he does not acknowledge and that he has been provided with poor service.background Mr B entered into a hire purchase agreement in 2007. The agreement was terminated in 2007. MKDP acquired ... (2 pages)View decision -
Decision Reference DRN7698045
8 Jan 2020 Tesco Personal Finance PLC Not upheldBanking and creditMr O is unhappy with Tesco Personal Finance PLC sending his account to a debt collector. backgroundMr O took out a credit card with Tesco in July 2013. Mr O then started to fall behind with his payments in 2017. In October 2017 Mr O sent Tesco information about his mental health from his G... (2 pages)View decision -
Decision Reference DRN6618286
3 Jun 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs T, through their representative, complain that they were mis-sold two mortgages by an authorised representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs T took advice on re-mortgaging from L&G in late 2005 / early 2006 and again ... (2 pages)View decision -
Decision Reference DRN-2781366
27 Apr 2021 PayPal Europe Sarl & Cie, SCA UpheldConsumer CreditDRN-2781366 The complaint Mr W is unhappy that PayPal Europe Sarl & Cie, SCA have refused to remove a default from his credit file as a result of his bankruptcy in 2018. What happened Mr W was declared bankrupt on 22 May 2018. The debts listed in the bankruptcy order included an amount... (4 pages)View decision -
Decision Reference DRN2748510
6 Apr 2017 Skipton Building Society Not upheldBanking and creditMr S complains that Skipton Building Society is pursuing him for a debt he says he doesn’t owe. He says this is harassment and breaches regulations and legislation.backgroundMr S says Skipton sold his property for less than it was worth following a voluntary possession... (2 pages)View decision -
Decision Reference DRN-2519684
12 Apr 2021 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-2519684 The complaint Mr S complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) had harassed him in pursuit of payment of a debt, that he believes it has proved its the legal owner of. What happened In November 2006 Mr S took out a lo... (4 pages)View decision -
Decision Reference DRN-5717637
29 Aug 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5717637 The complaint Mr M complains that Capquest Debt Recovery Limited (Capquest) were pursuing him for a debt they should have know was statute barred. What happened I issued my provisional findings on this case on 24 June 2025 (below). The complaint Mr M complains that Capquest ... (4 pages)View decision -
Decision Reference DRN-4524861
14 Aug 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4524861 The complaint Mr B complains that American Express Services Europe Limited (AESEL) closed his credit card account and cancelled the direct debt. He also complains that the management of his account was passed to a debt collection firm. What happened Mr B says that in summer... (3 pages)View decision -
Decision Reference DRN0464078
20 May 2014 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank plc sent him a letter in August 2013 to tell him he owed it money. This was not correct as Mr C had been the victim of identity fraud, which Lloyds had known about for some time. Mr C was unhappy to receive the bank’s letter as it had previously assure... (2 pages)View decision
