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 77331 results
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Decision Reference DRN5035847
5 Aug 2014 Lloyd Anderson Financial Management Limited UpheldBanking and creditMr A complains that Lloyd Anderson Financial Management Limited has not distributed his payments towards a debt management plan between his creditors. He was unable to contact Lloyd Anderson for an update and the token payments it did make to his creditors were late.backgroundMr A en... (2 pages)View decision -
Decision Reference DRN-2557316
10 Mar 2021 HSBC UK Bank Plc Not upheldMortgagesDRN-2557316 The complaint Mr and Mrs M are unhappy that HSBC UK Bank Plc trading as first direct wouldn’t lend them the money they wanted as a further advance on their mortgage for debt consolidation. What happened The details of this complaint are well known to both parties, so I will not... (2 pages)View decision -
Decision Reference DRN-2752207
26 May 2021 Debt Managers (Services) Limited UpheldConsumer CreditDRN-2752207 The complaint Miss J complains that Debt Managers (Services) Limited didn’t make it clear to her how she was supposed to make a payment, then registered a missed payment on her credit file. What happened This complaint is about a catalogue account that was sold to Debt Managers... (2 pages)View decision -
Decision Reference DRN-5718125
20 Oct 2025 DEBT CORRECT Not upheldConsumer CreditDRN-5718125 The complaint Mr G complains Debt Correct haven’t administered his Debt Management Plan (DMP) properly leading to missed payments being reported on his credit file. What happened The information I have shows Mr G entered into the DMP around November 2023. I’ve taken this fro... (2 pages)View decision -
Decision Reference DRN-4447626
23 Nov 2023 BPO Collections Limited Not upheldConsumer CreditDRN-4447626 The complaint Mr M complains BPO Collections Limited have harassed him about a statute barred debt. He also says they’ve breached the General Data Protection Regulations (GDPR). What happened My understanding is Mr M purchased a laptop on a credit agreement through a company wh... (2 pages)View decision -
Decision Reference DRN0987390
29 Dec 2015 HCC International Insurance Company Plc Not upheldInsurance (excluding PPI)S, a company complains that HCC International Insurance Company Plc won’t pay the full amount of the debt, subject to policy limits, owing to it from an insolvent company under its Constructor whole turnover Credit policy.backgroundIn March 2015 S made a claim to HCC fo... (2 pages)View decision -
Decision Reference DRN9089462
30 Jan 2019 Lloyds Bank PLC Not upheldBanking and creditMs M complained that Lloyds Bank PLC had:-acted unfairly when her property went through the ‘‘Mortgage Rescue’’ scheme; and- wrongly passed her details to a third party debt collection agency.Ms M wants her debt written off.backgroundMs M and her ex-husband had a mortg... (3 pages)View decision -
Decision Reference DRN-3678794
9 Sep 2022 Creation Financial Services Limited UpheldConsumer CreditDRN-3678794 The complaint Mr M complains about the information about his credit card account that Creation Financial Services Limited has recorded on his credit file. What happened I issued a provisional decision on this complaint in August 2022 in which I described what had happened as fo... (3 pages)View decision -
Decision Reference DRN0487623
17 Mar 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs B complain that The Royal Bank of Scotland Plc (“RBS”) cannot provide them with a copy of the loan they entered with it in 2005. They say the debt is therefore not enforceable and would like it written off.backgroundMr and Mrs B say they held a loan wi... (2 pages)View decision -
Decision Reference DRN8136026
7 Mar 2017 Kapama Limited UpheldBanking and creditMrs M complains about excessive charges that were added to her loan account before it was sold to Kapama Limited.backgroundIn 2013 Mrs M borrowed £100 from a third party. She failed to repay the loan, and the outstanding balance is now £1,816, which is mostly made u... (2 pages)View decision