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 70868 results
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Decision Reference DRN7942536
13 Oct 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr W complains that Harrington Brooks (Accountants) Limited, trading as Harrington BrooksDebt Management, (“HB”), didn’t provide him with satisfactory advice when he took out adebt management plan (“DMP”) with it. The complaint is brought to this service on Mr W’sbehal... (2 pages)View decision -
Decision Reference DRN-1542183
24 Apr 2020 PRA Group (UK) Limited Not upheldConsumer CreditDRN-1542183 The complaintMrs F complains that PRA Group (UK) Limited sent her contradictory information about a debt. What happenedMrs F says that she received a letter from PRA in October 2019. She says the letter advised her that it had purchased a debt that was in her name. She said the... (2 pages)View decision -
Decision Reference DRN2936351
28 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditMr B has complained Lloyds Bank plc lent to him irresponsibly when he wouldn’t be able to afford to repay. He was given two loans and was allowed to continue to spend on his credit cards as well.backgroundMr B has suffered a serious illness. Mrs B, his wife, applied... (3 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 DRN-2795324
5 Aug 2021 Bridgewater Support Solutions Ltd Not upheldConsumer CreditDRN-2795324 The complaint Miss R complains that Bridgewater Support Solutions Ltd (Bridgewater) mis -led her into believing her credit file wouldn’t be affected when she entered a debt management plan (DMP) with it. What happened In 2014 Miss R contacted Bridgewater for advice in relation ... (4 pages)View decision -
Decision Reference DRN-5421696
24 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5421696 The complaint Mrs W complains Cabot Credit Management Group Limited have contacted her regarding a debt for an account she doesn’t believe they have authority to do so. Mrs W is also concerned that she’s told Cabot she’s vulnerable, but they’ve continued contacting her when ... (4 pages)View decision -
Decision Reference DRN3322643
30 Oct 2019 Hoist Finance UK Limited Not upheldBanking and creditMr P says he no longer owes a credit card debt which originated with Santander and which Hoist Finance UK Limited says is now owed to Hoist. backgroundHoist’s representative Robinson Way Limited has written to Mr P pursuing the debt. Mr P says he’s already repaid the debt via a debt manage... (2 pages)View decision -
Decision Reference DRN9417976
14 Jan 2020 PRA Group (UK) Limited Not upheldBanking and creditMr P complains that PRA Group (UK) Limited are now pursuing him for a debt that he thought had been settled. backgroundMr P took out a fixed-sum loan agreement in September 2009 with a third-party creditor to help fund the purchase of a car. He eventually returned the vehicle to the main f... (2 pages)View decision -
Decision Reference DRN5922955
21 Dec 2018 Lowell Financial Ltd Not upheldBanking and creditMr B complains that Lowell Financial Ltd is pursuing him for a debt he doesn’t owe.backgroundLowell acquired a debt amounting to £767.20 from a mobile phone company in February 2016. It sent a letter of assignment to Mr B in March 2016. Shortly before this Mr B ha... (2 pages)View decision -
Decision Reference DRN4226139
29 Sep 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMr W and Ms T complain about mortgage advice given by an appointed representative of Legal & General Partnership Services Limited.backgroundIn 2005, Mr W and Ms T took advice from L&G about re-mortgaging. Acting on L&G’s recommendation, they moved to a new lender, fixing their ... (2 pages)View decision
