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 DRN6923433
6 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs H complains that HSBC Bank Plc treated her unfairly when her debt was being handled under a debt management plan because it continued to receive money after it wrote the debt off and has put a default marker on her credit file.backgroundMrs H was struggling with he... (2 pages)View decision -
Decision Reference DRN-5534262
10 Jul 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5534262 The complaint Miss K complains Capquest Debt Recovery Limited have failed to prove they’re legally entitled to ask her to repay the debt they’ve contacted her about. What happened As I understand it, the debt was originally a credit card account with a company I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-4205932
29 Jun 2023 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4205932 The complaint Ms D complains that Barclays Bank UK PLC was irresponsible in its lending to her. What happened Ms D was provided with a loan for £17,200 in April 2017 on which she was required to make 60 monthly repayments of around £447. Ms D says she was in financial difficult... (3 pages)View decision -
Decision Reference DRN9216128
22 May 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs Q complain that Legal & General Partnership Services Limited mis-sold them a mortgage. The complaint is brought on their behalf by a claims management company.backgroundWhen Mr and Mrs Q sought advice from Legal & General, it recommended they borrowe... (3 pages)View decision -
Decision Reference DRN4556640
24 Sep 2015 Capquest Debt Recovery Limited UpheldBanking and creditMr W complains that Capquest Debt Recovery Limited has continued to pursue him for payment of a debt which has already been settled.background A debt Mr W had was assigned to Capquest in 2012. In 2014 he made an individual voluntary arrangement (IVA) covering a numb... (2 pages)View decision -
Decision Reference DRN1584632
14 Aug 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMr C complains that Lowell Portfolio I Ltd sent letters to an old address in respect of a credit card debt and then imposed charges. backgroundMr C had a credit card debt and the bank passed the debt to Lowell. Mr C says he wasn’t aware he owned any money and so he ... (1 page)View decision -
Decision Reference DRN4316477
28 Jun 2013 Nationwide Building Society UpheldBanking and creditMr W complains that Nationwide Building Society is chasing him for a debt he paid in full years ago. our initial conclusionsThe adjudicator recommended that the complaint should be upheld, saying he was satisfied that the debt, which was the subject of County Court proceedings, was ... (2 pages)View decision -
Decision Reference DRN5973169
5 Oct 2017 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B complain that in 2008 they were mis-sold a re-mortgage by an appointed representative of Legal & General Partnership Services Limited (L&G). They say it was unsuitable to consolidate two low-interest loans into a 35-year mortgage. If properly advise... (2 pages)View decision -
Decision Reference DRN0918614
3 Oct 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs B, represented by a claims management company, complain that they were mis-sold a mortgage by an approved representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs B acted on a recommendation from L&G to re-mortgage. Because this ... (2 pages)View decision -
Decision Reference DRN-1986826
22 Dec 2020 Barclays Bank UK PLC Not upheldConsumer CreditDRN-1986826 The complaint Mrs M complains that Barclays Bank UK PLC delayed registering a default on a loan she held. What happened In 2011 Mrs M took out a loan with Barclays. Unfortunately, Mrs M started to struggle financially and in 2013 she entered into a debt management plan (DMP). T... (2 pages)View decision
