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 77095 results
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Decision Reference DRN8284582
3 Jul 2020 Arrow Global Limited Not upheldBanking and creditMr N complains that Arrow Global Limited is unfairly chasing him for a debt. This complaint has been brought on his behalf by a professional representative.backgroundMr N entered into a credit agreement with a third party. This agreement was transferred to Arrow in December 2011. And Arrow... (3 pages)View decision -
Decision Reference DRN9850011
5 Apr 2018 Link Financial Outsourcing Limited Not upheldBanking and creditMr S complains that he has been pursued for a debt that is more than ten years old by Link Financial Outsourcing Limited. He says that it is so old he has no recollection of the debt or any paperwork. He also complains that Link has access to personal information ... (3 pages)View decision -
Decision Reference DRN5617334
5 Mar 2015 Wilson Andrews Limited Not upheldBanking and creditMrs B complains that Wilson Andrews Limited (“WAL”) provided her with unsatisfactory debt management advice. backgroundMrs B sought debt management advice in 2007 from WAL, and was advised to enter into a Trust Deed. At the time of entering the Trust Deed, her total unsecured debts were... (3 pages)View decision -
Decision Reference DRN3306885
6 Mar 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMs A and Mr F complain that a mortgage recommended by Legal & General Partnership Services Limited wasn’t suitable. Ms A and Mr F are represented by a solicitor, which I’ll refer to as the representative. They ask for compensation.backgroundIn December 2006 Legal &... (3 pages)View decision -
Decision Reference DRN-5646313
12 Sep 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-5646313 The complaint Mr M complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) have treated him unfairly in contacting him for debts they haven’t proven he owes. What happened Mr M’s complaint centres around three debts that Lantern are pursuing him fo... (3 pages)View decision -
Decision Reference DRN-6014355
16 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6014355 The complaint Mrs W complains about errors setting up a payment plan with TSB Bank plc (“TSB”), and problems getting a third party registered to help her manage her account. What happened Mrs W has been represented to bring her complaint to our service, but for simplicity, I... (3 pages)View decision -
Decision Reference DRN9070349
25 Jan 2018 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr D is unhappy with how National Westminster Bank Plc (NatWest) has resolved his complaint about a payment protection insurance (‘PPI’) policy attached to his credit card.backgroundMr D took out a credit card with NatWest in 2003. Mr D also had a PPI policy on t... (2 pages)View decision -
Decision Reference DRN4903159
12 Jun 2020 Bank of Scotland Plc UpheldBanking and creditMr B complains that Bank of Scotland Plc (trading as Birmingham Midshires) isn’t following rules set by the regulator and that a debt it’s pursuing him for is unenforceable. Mr B’s partner (Ms B) has represented him in bringing this complaint. backgroundMr B had a mortgage with Birmingham ... (4 pages)View decision -
Decision Reference DRN2659657
11 Mar 2014 Bank of Scotland Plc Not upheldBanking and creditMr N complains about a loan given to him by Bank of Scotland plc, which he says was unaffordable. He also says Bank of Scotland passed the debt to several debt collectors whilst it was in dispute and did not respond to his complaint properly. background In July 2010 Mr N took out a £1... (3 pages)View decision -
Decision Reference DRN0801345
27 Jun 2016 PRA Group (UK) Limited Not upheldBanking and creditMiss C complains that PRA Group (UK) Limited harassed her with persistent phone calls about her outstanding debts. She asked for the phone calls to stop and for the debts to be written off.backgroundMiss C had with four debts with third parties, which PRA then bought ... (2 pages)View decision