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 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 DRN4282013
20 Feb 2014 HSBC Bank plc UpheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy sold with a credit card in November 2002. It also concerns a series of four PPI policies sold in connection with a succession of personal loans over the following years. The credit card and loans were provided by HSBC... (3 pages)View decision -
Decision Reference DRN7253237
25 Aug 2016 Cabot Financial (Marlin) Limited Not upheldBanking and creditMrs G says she sent Cabot Financial (Marlin) Limited two ‘cheques’ to repay a debt. But it didn’t process them.backgroundMrs G says she sent Cabot two ‘cheques’ to repay two debts it was chasing her for. But it didn’t process them. So it should write off the debts a... (2 pages)View decision -
Decision Reference DRN-2522022
28 Jan 2021 Lowell Financial Ltd Not upheldBanking and PaymentsDRN-2522022 The complaint Mr M complains about Lowell Financial Ltd’s actions when seeking to recover a debt. Mr M says Lowell has failed to show the debt it is seeking to collect was taken out by him. Mr M also complains that Lowell failed to treat him fairly despite being aware of his ci... (3 pages)View decision -
Decision Reference DRN5956602
8 Aug 2014 Lloyds Bank PLC Not upheldBanking and creditMr A complains that Lloyds Bank PLC didn’t update his credit file to show that he had completed in full the payments he needed to make under an individual voluntary arrangement (IVA). He would like Lloyds to compensate him for its failure to do so.our initial conclusionsThe adjudic... (2 pages)View decision -
Decision Reference DRN1243706
17 Mar 2016 Santander UK Plc Not upheldBanking and creditMrs L complains that Santander UK Plc didn’t contact her about a debt for several years. She asks that Santander apologises and writes off the debt.backgroundMrs L took out a loan with Santander in 2000. She had financial difficulties and made payments through a d... (2 pages)View decision -
Decision Reference DRN-5328727
10 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5328727 The complaint Mr C has complained about a loan Zopa Bank Limited provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. Mr C is represented in bringing his complaint, but for ease I’ve written as if we’ve dealt directly with him th... (3 pages)View decision -
Decision Reference DRN2890680
26 Jun 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs M complain that Legal & General Partnership Services Limited mis-sold a mortgage to them. Mr and Mrs M are represented by a solicitor, which I will call A.background In 2006 L&G recommended a mortgage to Mr and Mrs M. It also recommended they con... (4 pages)View decision
