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 71923 results
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Decision Reference DRN3501554
7 Dec 2018 Capital One (Europe) plc Not upheldBanking and creditMs C complains that Capital One (Europe) plc didn’t make her aware that a debt on her credit card account hadn’t been written off when the account was settled in 2003. backgroundMs C said the debt is over 20 years old and she is unhappy Capital One has brought thi... (2 pages)View decision -
Decision Reference DRN0407663
5 Apr 2017 Legal & General Partnership Services Limited UpheldBanking and creditMrs F’s complaint is that she was mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).Mrs F is represented in this complaint by a firm of solicitors. But for ease I’ll refer to their actions and comments as ... (6 pages)View decision -
Decision Reference DRN8534547
5 Sep 2013 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland Plc (trading as Halifax) is pursuing him for a debt that he knows nothing about, and which it cannot prove he owes.backgroundThe debt that Halifax is asking Mr L to repay is on a current account in his name. It says that the debt was first created w... (2 pages)View decision -
Decision Reference DRN-2642794
28 Jul 2021 TFS Loans Limited Not upheldConsumer CreditDRN-2642794 The complaint Miss B complains about a loan provided to her by TFS Loans Limited which she says was unaffordable. What happened TFS Loans provided Miss B with a loan as follows: Date taken Amount Term Monthly repayment APR Amount Payable 07/09/2015 £7,500.00 60 £279.25 44.9% £1... (4 pages)View decision -
Decision Reference DRN-3454215
17 Sep 2022 Studio Retail Limited Not upheldConsumer CreditDRN-3454215 The complaint Mr S complains about how Studio Retail Limited (‘Studio’) handled his account when he experienced financial difficulty. What happened The background to this complaint is well known to both Mr S and Studio. I won’t repeat in detail what is already known to both par... (4 pages)View decision -
Decision Reference DRN-5085218
17 Jun 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5085218 The complaint Mrs K is unhappy that a car supplied to her under a hire agreement with Lex Autolease Ltd (Lex) led to her having a default added to her credit file when she received no communication about the outstanding sum. When I refer to what Mrs K has said and what Lex ... (5 pages)View decision -
Decision Reference DRN5297596
31 Jul 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr S complains that Legal & General Partnership Services Limited (L&GPS) gave him unsuitable mortgage advice. In particular he says he was not advised to consider remaining with his existing lender and the advice to consolidate unsecured debts onto his mortgage w... (4 pages)View decision -
Decision Reference DRN4179861
9 Dec 2015 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank plc is treating him unfairly in the way it reports his accounts on his credit file.backgroundMr A is making reduced monthly payments on two accounts, under a payment arrangement with NatWest.Mr A says that the credit file re... (3 pages)View decision -
Decision Reference DRN4110139
19 Dec 2016 DEBT CORRECT Not upheldBanking and creditMr B complains that Debt Correct Limited, trading as Debt Correct, (“DC”), didn’t provide him with appropriate information when he entered into a debt management plan (“DMP”) with it. The complaint is brought to this service on Mr B’s behalf by a claims management c... (2 pages)View decision -
Decision Reference DRN0414194
21 Sep 2015 National Westminster Bank Plc UpheldBanking and creditMr S complains that National Westminster Bank Plc pursued him for debts he says he does not owe. He also objects to the bank contacting his seriously ill daughter to trace him.backgroundMr S says that in December 2013 NatWest phoned his daughter to find out where h... (2 pages)View decision
