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 DRN9376343
17 Oct 2019 Lantern Debt Recovery Services Ltd Not upheldBanking and creditMr S complains that’s he’s being wrongly chased for a debt by Lantern Debt Recovery Services Ltd.backgroundMr S received letters from Lantern about repayment of three short term loans he took out with third parties.But Mr S says he doesn’t remember taking out the loans, and that Lantern ha... (2 pages)View decision -
Decision Reference DRN4629711
15 Jan 2019 Robinson Way Limited Not upheldBanking and creditMr K complains that Robinson Way Limited did not provide him with the information he asked for and took a long time to respond to him.backgroundMr K says that Robinson way failed to provide him with the information he asked for in regard to a debt that it was ask... (2 pages)View decision -
Decision Reference DRN3759398
27 Feb 2014 Santander UK Plc UpheldBanking and creditMrs E complains that Santander UK Plc has gone back on its communication to her that a debt owed by her deceased husband (Mr E) would be written off, and has passed the debt to a collection agency without warning her. She remains unhappy with the bank’s response and wants to see a change ... (2 pages)View decision -
Decision Reference DRN9778728
5 Jun 2018 Bank of Scotland Plc UpheldBanking and creditMr and Mrs H complain that Bank of Scotland plc (trading as Halifax) has registered a default against Mrs H, without giving her a chance to pay off the debt.backgroundMr and Mrs H had a joint account with Halifax, which had a large overdraft. Mr H told us that he... (3 pages)View decision -
Decision Reference DRN8748129
17 Apr 2014 Arrow Global Limited UpheldBanking and creditMrs Q complains that Arrow Global Limited wrongly pursued her for a debt which she says she does not owe. She says the business listed a default on her credit file, causing her financial loss, distress and inconvenience, which she would like to be compensated for. backgroundIn January 1... (2 pages)View decision -
Decision Reference DRN9412903
20 Feb 2014 HSBC Bank plc Not upheldBanking and creditMs B complains that HSBC Bank Plc failed to remove her deceased husband’s name as an additional cardholder when requested to do so. She also complains that a debt collection agency has recently contacted her about the repayment of a credit card debt she held with HSBC. backgroundMs B h... (2 pages)View decision -
Decision Reference DRN7217241
20 Mar 2014 Bournes Limited UpheldBanking and creditMr H complains about a debt management plan he entered into with Bournes Limited. He says Bournes never explained how the plan would operate and payments were not distributed to his creditors as he expected them to be. He complains once he realised what had happened he pursued Bournes ... (3 pages)View decision -
Decision Reference DRN5105129
6 Jul 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr F complains that he was mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited.backgroundMr F had a mortgage. Acting on L&G’s advice, he re-mortgaged, switching lender and consolidating some unsecured debt. This wa... (3 pages)View decision -
Decision Reference DRN-5318863
27 Feb 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5318863 The complaint Ms C complains that American Express Services Europe Limited (AESEL) suspended her account. She’s unhappy that she didn’t receive a letter advising her that this would happen and is unhappy about the way in which her account and her subsequent complaint has bee... (3 pages)View decision -
Decision Reference DRN6010085
23 Aug 2018 Lantern Debt Recovery Services Ltd Not upheldBanking and creditMr A is unhappy with the way Lantern Debt Recovery Services Ltd collected his debt.backgroundIn May 2011 Mr A took out a payday loan. He wasn’t able to repay it within the terms of the agreement so the loan went into arrears. In May 2015 Lantern bought this debt ... (2 pages)View decision