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 71745 results
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Decision Reference DRN-5316727
4 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5316727 The complaint Miss M complains Lloyds Bank PLC sold debts for her credit card and loan accounts to a debt purchaser without telling her in advance. What happened Miss M took out a credit card and a loan with Lloyds. Unfortunately, she fell into difficulties and had to use a ... (2 pages)View decision -
Decision Reference DRN-5309074
10 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5309074 The complaint Mrs J complains that Barclays Bank Limited is reporting a debt on her credit file that it shouldn’t be reporting. Mrs J says this error has meant she hasn’t been offered more favourable mortgage rates. What happened Mrs J had an overdraft facility with Barclay... (3 pages)View decision -
Decision Reference DRN7233349
29 Nov 2019 Hoist Finance UK Limited Not upheldBanking and creditMrs S complains about the contact that she’s received from Hoist Finance UK Limited, trading as Robinson Way, about her debt. She’s being helped with her complaint by her husband.backgroundMrs S had a credit card debt from 2008 with a third party that was transferred to Robinson Way in Sep... (3 pages)View decision -
Decision Reference DRN-3504542
22 Jun 2022 Santander UK Plc UpheldMortgagesDRN-3504542 The complaint Miss K complains that Santander UK Plc continued to report her mortgage account to the credit reference agencies after she was no longer liable for the debt following her bankruptcy. What happened Miss K took out a joint mortgage with Santander in 2006. She was de... (4 pages)View decision -
Decision Reference DRN3418436
11 Dec 2019 MBNA Limited Not upheldBanking and creditMr A complains that MBNA Limited transferred his debt to a third party but didn’t tell it about the reduced repayment agreement that he was on at that time.background Mr A had a credit card debt with MBNA. He was making monthly payments of more than £400 but contacted MBNA in January 2018 ... (4 pages)View decision -
Decision Reference DRN1091338
24 Jun 2015 Global Debt Recovery Limited UpheldBanking and creditMs D complains that Global Debt Recovery Limited (“GDR”) is unfairly pursuing her for a debt she does not owe. The complaint is brought on Ms D’s behalf by a family member, Mr D. But for ease, I shall refer below to all actions being taken by Ms D.our initial conclusionsThe ad... (2 pages)View decision -
Decision Reference DRN1593264
16 Nov 2015 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mr R is unhappy that National Westminster Bank Plc (NatWest) has paid the refund from his mis-sold payment protection insurance (PPI) to the outstanding debt on his credit card account, rather than to him directly.background Mr R complained to NatWest that he had been ... (2 pages)View decision -
Decision Reference DRN-3825726
29 Nov 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3825726 The complaint Ms B complains 1Plus1 Loans Limited unfairly accepted her as the guarantor on a friend’s (‘the borrower’) loan. What happened 1Plus1 Loans provided the borrower with a loan for £3,000 in September 2017. It was repayable over 60 months. The monthly repayments were ... (5 pages)View decision -
Decision Reference DRN-5213622
16 Dec 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5213622 The complaint Mr B has complained about the high fees charged for the advice he was given to transfer his pensions by HARBOUR ROCK CAPITAL LIMITED trading as Portafina. What happened I issued my provisional decision on this complaint on 29 November 2024. The background and ... (7 pages)View decision -
Decision Reference DRN-2885957
13 Jul 2021 Resolvecall UpheldConsumer CreditDRN-2885957 The complaint Mrs M complains that Resolvecall tried to collect debts that were included in her bankruptcy. What happened Mrs M was declared backrupt in 2018 and discharged in 2019. In February and March 2020 Resolvecall was instructed by a third party business to try and coll... (2 pages)View decision
