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 47842 results
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Decision Reference DRN3049075
18 Oct 2013 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs D complain that they were misled into entering into a debt reduction/debt management agreement with NEO Media Solutions Limited (“NEO”). They also complain that the payments they made to NEO have not been passed on to creditors. They would like a full refund of fees paid.... (2 pages)View decision -
Decision Reference DRN-3459458
5 May 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3459458 The complaint and background Miss K complains that TSB Bank Plc didn’t treat her fairly when defaulting her account. Miss K’s account went into an unarranged overdraft in July 2021. In July and August Miss K spoke with TSB about the debt, but due to her circumstances she was un... (2 pages)View decision -
Decision Reference DRN1504278
2 Oct 2014 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Miss D complained to this service as she was unhappy with the way National Westminster Bank Plc (NatWest) repaid compensation for two mis-sold payment protection insurance (PPI) policies. NatWest used part of the compensation to set against a debt on a closed current account Miss D had wi... (4 pages)View decision -
Decision Reference DRN-4322062
21 Sep 2023 Nationwide Building Society UpheldConsumer CreditDRN-4322062 The complaint Mrs P complains that Nationwide Building Society was irresponsible in its lending to her. What happened Mrs P was provided with four loans by Nationwide between 2017 and 2022. She says the loan amount almost tripled and this is due to her struggling financially. S... (4 pages)View decision -
Decision Reference DRN-3597563
23 Aug 2022 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-3597563 The complaint Mr S complains Link Financial Outsourcing Limited have: Purchased two of his debts Added two defaults to his credit file Not provided evidence they owned the accounts Talked down to him when speaking on the phone Not set up his complaint when he first asked ... (4 pages)View decision -
Decision Reference DRN-2558803
26 Mar 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2558803 The complaint Mr O complains that HSBC UK Bank Plc (HSBC) shouldn’t have marked his credit file. What happened Mr O had a current account with HSBC. In July 2018, they told him they would close his account. He tried to pay in £350. These credits were returned. The account was c... (2 pages)View decision -
Decision Reference DRN7228409
10 Mar 2015 Arrow Global Limited UpheldBanking and creditMr T complains that Arrow Global Ltd (the business) is chasing him about debt that is not his.backgroundMr T was contacted by agents acting on behalf of the business about two outstanding debts. He says that the debts are not his. He says that he has no association with the address that ... (2 pages)View decision -
Decision Reference DRN-3634041
20 Sep 2022 Lowell Financial Ltd Not upheldConsumer CreditDRN-3634041 The complaint Mr F has complained about Lowell Financial Ltd pursuing him for two accounts. He says one of them was taken out fraudulently in his name, and he says the other is unenforceable. What happened Both sides are most familiar with the case, so I’ll summarise things in ... (3 pages)View decision -
Decision Reference DRN-5532079
10 Jul 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5532079 The complaint Mr E complains Lowell Portfolio I Ltd have asked him to repay debts he doesn’t think he owes at this point. Another company owned these accounts, but Lowell took over them within the last few years so I’ll just refer to them in this decision. What happened Mr E... (3 pages)View decision -
Decision Reference DRN6325516
15 Dec 2016 Cabot Financial (Europe) Limited UpheldBanking and creditMr U complains that Cabot Financial (Europe) Limited, (“CFL”), won’t supply him with copies of credit agreements or any other documentation about the debts they are pursuing him for. The complaint is brought to this service by a member of Mr U’s family, but for ease... (3 pages)View decision
