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 74386 results
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Decision Reference DRN8149930
28 Oct 2016 Lowell Financial Ltd Not upheldBanking and creditMrs P complains that Lowell Financial Ltd has been wrongly pursuing her for a debt which is not hers, and that this has affected her credit rating.backgroundIn September 2015 Lowell wrote to a Miss P (with the same first name as Mrs P) at her address. It said it w... (3 pages)View decision -
Decision Reference DRN3583951
6 Jun 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMs F complains that Debt Connect (U.K.) Limited ‘Debt Connect’ has not refunded her money she was due back for cancelling a debt management plan.backgroundMs F had a debt management plan with Debt Connect which she cancelled. She says she had paid Debt Connect money but it did not make p... (2 pages)View decision -
Decision Reference DRN7686406
9 Jan 2017 Motormile Finance UK Limited Not upheldBanking and creditMr D complains that Motormile Finance UK Limited added a default for a payday loan account it had purchased to his credit file. He wants it removed.backgroundMr D said Motormile had bought a debt he accrued in 2011 with a payday lender. He said it’d recently added... (1 page)View decision -
Decision Reference DRN1988203
1 Aug 2014 Santander Cards UK Limited Not upheldBanking and creditMrs D complains that Santander Cards UK Limited placed an adverse notice on her credit file because it had sold her debt to a debt collection agency.backgroundIn mid 2011 Mrs D contacted Santander to explain she was in financial difficulties and was receiving debt management advice. ... (1 page)View decision -
Decision Reference DRN0222131
28 Jun 2013 HSBC Bank plc Not upheldBanking and creditMrs B complains that as she has not seen a copy of her credit card agreement she does not know whether she is responsible for the debt to HSBC Bank Plc.backgroundMrs B accepts that she and her ex-husband both had a credit card issued by HSBC. Mrs B and her present husband are repaying ... (1 page)View decision -
Decision Reference DRN-4512670
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4512670 The complaint Miss F complains National Westminster Bank Plc unfairly closed her student account and passed her account to a debt collection agency. What happened Miss F has a representative on her complaint, but for ease I will refer to Miss F only. Miss F opened a studen... (4 pages)View decision -
Decision Reference DRN0870155
23 Sep 2015 Motormile Finance UK Limited Not upheldBanking and creditMr H complains that Motormile Finance UK Limited is chasing him for a debt he owes another business.backgroundMr H had taken payday loans and made arrangements for these to be repaid through a debt management company. But there were problems with the debt management... (2 pages)View decision -
Decision Reference DRN7685528
16 Jun 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs S complain, via a claims management company, that an authorised representative of Legal & General Partnership Services Limited (L&G) advised them to consolidate unsecured debt onto a mortgage, which they say was not in their best interests.backgroundMr an... (3 pages)View decision -
Decision Reference DRN-3517029
13 Dec 2022 Evolution Lending Limited Not upheldMortgagesDRN-3517029 The complaint Mr and Mrs H’s complaint is about a secured loan they have with Evolution Lending Limited. They believe the decision to lend to them in 2016 was irresponsible and that appropriate checks were not undertaken before the lending decision was made. What happened In 20... (3 pages)View decision -
Decision Reference DRN-5563997
27 May 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5563997 The complaint Mrs L complains that Bank of Scotland plc trading as Halifax has acted unfairly by selling an outstanding debt in her name. What happened Mrs L had an outstanding loan with Halifax. Due to her personal circumstances, Halifax agreed a reduced repayment plan. Mrs... (2 pages)View decision
