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 69710 results
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Decision Reference DRN8924945
15 Feb 2017 Kapama Limited UpheldBanking and creditMs C complains that Kapama Limited required her to repay too much towards her loan after it defaulted.backgroundIn 2012 Ms C borrowed £100 from a payday lender. She failed to repay the debt, and the lender added fees and interest until the debt increased to over £1,000.... (3 pages)View decision -
Decision Reference DRN-2445468
11 Jan 2021 Santander UK Plc Not upheldMortgagesDRN-2445468 The complaint Mr and Mrs H are unhappy that Santander UK Plc wouldn’t lend them further money on their mortgage to consolidate their debts. They say this forced them to move their mortgage elsewhere and thus incur a £7,260.72 early repayment charge (ERC). Mr and Mrs H have said... (3 pages)View decision -
Decision Reference DRN6154531
13 Oct 2015 Nationwide Building Society Not upheldBanking and creditMrs E complained because Nationwide Building Society refused her application for a personal loan.backgroundIn September 2014, Mrs E became aware of a large amount of credit card debt which her husband had built up in her name. She consulted a financial advisor, and ... (2 pages)View decision -
Decision Reference DRN-2661460
18 Mar 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2661460 The complaint Ms M is unhappy because Bank of Scotland plc trading as Halifax (“Halifax”) declined her request for a £50 overdraft. What happened Ms M asked Halifax for a £50 overdraft in August 2020, and Halifax declined her request. Ms M wasn’t happy and complained to Halifax... (2 pages)View decision -
Decision Reference DRN-2089754
10 Nov 2020 Capquest Debt Recovery Limited UpheldBanking and PaymentsDRN-2089754 The complaint Mrs R is unhappy that Capquest Debt Recovery Limited (Capquest) didn’t default her account when it should’ve done, meaning it continued to show on her credit file for longer than necessary. What happened Ten years ago Mrs R had a number of debts, but she was unabl... (3 pages)View decision -
Decision Reference DRN8396729
19 Jan 2016 Arrow Global Limited UpheldBanking and creditMr T complains that Arrow Global Limited (“Arrow”) continued to demand payment of a debt even though it’s statute barred.backgroundArrow bought Mr T’s store card debt in 2011. Mr T says he hadn’t made any payments towards the debt since the end of 2005 when he fell ... (3 pages)View decision -
Decision Reference DRN3069711
20 Sep 2016 Link Financial Outsourcing Limited Not upheldBanking and creditMr C complains that Link Financial Outsourcing Limited (“Link”) is chasing him to pay a debt he doesn’t owe it, and is wrongly showing this debt on his credit file.backgroundOur adjudicator didn’t recommend that this complaint should be upheld. From enquiries she had ... (2 pages)View decision -
Decision Reference DRN-3364893
13 Apr 2022 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-3364893 The complaint Mr V has complained about Lowell Portfolio I Ltd purchasing a debt which he says isn’t his. What happened This complaint is about a consumer credit account that was opened in 2017, defaulted in 2019, and was sold to Lowell in 2021. After Lowell bought the account,... (2 pages)View decision -
Decision Reference DRN4438572
7 Jan 2019 Arrow Global Limited UpheldBanking and creditMr M complains that Arrow Global Limited mishandled an alleged debt it bought from a third party.backgroundMr M had a business loan with a bank I will call H. This was disputed by him some years ago. Arrow bought the loan from H in May 2016 and it had been defau... (2 pages)View decision -
Decision Reference DRN-3121714
22 Oct 2021 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3121714 The complaint Mr S is unhappy Moneybarn No. 1 Limited passed on a debt to a third party debt purchaser. What happened Mr S took a conditional sale agreement with Moneybarn in May 2018 to acquire a used car. Unfortunately, in October 2018 the car was written off and Mr S’s insur... (4 pages)View decision
