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 70772 results
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Decision Reference DRN-4072145
23 Jun 2023 Progressive Money Limited UpheldConsumer CreditDRN-4072145 The complaint Mr K complains that Progressive Money Limited (“Progressive Money”) lent to him irresponsibly. What happened Mr K took out a fixed sum loan agreement with Progressive Money in April 2018. He borrowed £3,000 over 48 months, repaying £157 a month. The total cost of ... (4 pages)View decision -
Decision Reference DRN-5186894
10 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5186894 The complaint Mr and Mrs M complain that Bank of Scotland plc continue to pursue them for a mortgage debt after Mr M’s bankruptcy. What happened Mr and Mrs M have had a joint mortgage with Bank of Scotland (BoS) for some time. In 2012, Mr M was declared bankrupt. He was late... (3 pages)View decision -
Decision Reference DRN-2715453
14 Apr 2021 Hoist Finance UK Limited Not upheldConsumer CreditDRN-2715453 The complaint Mr D has complained that Hoist Finance UK Limited didn’t send him the documents he asked for. What happened This complaint is about a credit card account from 2013, which was sold to Hoist in 2018. In 2020, Mr D asked Hoist for certain documents such as the credit... (2 pages)View decision -
Decision Reference DRN-3121714
22 Oct 2021 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3121714 The complaint Mr S is unhappy Moneybarn No. 1 Limited passed on a debt to a third party debt purchaser. What happened Mr S took a conditional sale agreement with Moneybarn in May 2018 to acquire a used car. Unfortunately, in October 2018 the car was written off and Mr S’s insur... (4 pages)View decision -
Decision Reference DRN-4588170
27 Mar 2024 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4588170 The complaint Mr T complains that Lantern Debt Recovery Services Ltd (Lantern) haven’t investigated his complaint about irresponsible lending of a loan and harassment to repay it, from the original lender. What happened Mr T held a loan with a lender, which I’ll refer to as Com... (3 pages)View decision -
Decision Reference DRN2704722
15 May 2014 Lloyds Bank PLC Not upheldBanking and creditMr W complains that Lloyds Bank PLC is holding him responsible for a debt on a credit card account. Mr W says he is the victim of fraud and did not apply for the account. He also says Lloyds has provided poor customer service in dealing with the matter. Mr W wants Lloyds to accept re... (2 pages)View decision -
Decision Reference DRN7282561
25 Jan 2018 Capital One (Europe) plc Not upheldBanking and creditMr M complains that Capital One (Europe) plc told him that interest would not be applied to his credit card account when he told them that he was in financial difficulties and then applied it anyway. He wants: £300 he has wrongly paid as a result of this to be retu... (4 pages)View decision -
Decision Reference DRN7096646
31 Dec 2018 Prac Financial Limited Not upheldBanking and creditMr K is unhappy with how PRAC Financial Limited (PRAC) pursued him for a debt which he thought was settled. PRAC generally acted through its legal representative – but for ease, I’ve just referred to PRAC in my decision. backgroundIn January 2017, a lender wrote t... (4 pages)View decision -
Decision Reference DRN-2707671
6 Apr 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2707671 The complaint Mr S complained that he has been harassed by TSB Bank Plc for repayment of a debt that he doesn’t owe. He also believes that they’ve shared personal data without his consent . Mr S is represented by another party in bringing this complaint. But, for simplicity, I’... (4 pages)View decision -
Decision Reference DRN8558124
12 Dec 2014 Santander Cards UK Limited Not upheldBanking and creditMr N has complained that Santander Cards UK Limited is pursuing him for a debt on a store card when he believes the arrears are the result of their original error in cancelling a direct debit.backgroundIn October 2010, Santander cancelled the direct debit that Mr N h... (2 pages)View decision
