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 70898 results
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Decision Reference DRN-3795999
8 Nov 2022 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3795999 The complaint Mr S complains about the way in which Sainsbury’s Bank Plc has pursued him for repayment of a credit card debt. What happened Mr S has explained that he has been out of work for many years. He had to retire because of post-traumatic stress disorder and depression.... (2 pages)View decision -
Decision Reference DRN-3764544
5 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3764544 The complaint Mrs B says National Westminster Bank Plc unfairly closed her credit card account and passed it to a debt collector when she was making her repayments. What happened Mrs B says she has never missed a payment her credit card account, and is within her limit, yet Nat... (2 pages)View decision -
Decision Reference DRN-3276947
9 Mar 2022 Lowell Financial Ltd Not upheldConsumer CreditDRN-3276947 The complaint Mr M complains that Lowell Financial Ltd’s is unfairly trying to recover a credit card debt. What happened Lowell says it bought a credit card debt in Mr M’s name from the original lender (C) in December 2020. Both Lowell and C sent a Notice of Assignment (NOA) to... (2 pages)View decision -
Decision Reference DRN-5474074
22 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5474074 The complaint Mr A complains that Bank of Scotland plc trading as Halifax are holding him liable for a debt he thought had been written off. What happened Mr A held a credit card with Halifax. The account fell into arrears and the balance was part of a debt management plan w... (3 pages)View decision -
Decision Reference DRN-2727777
28 Jun 2021 Azzurro Associates Limited Not upheldConsumer CreditDRN-2727777 The complaint Mr M complains that Azzurro Associates Limited (Azzurro) have registered a default against him. What happened Mr M took out a loan with a third-party lender. In 2019, this lender sold the debt of £3,849.56 to Azzurro. Azzurro, through third party debt collectors, ... (3 pages)View decision -
Decision Reference DRN5120476
7 Mar 2019 Tesco Personal Finance PLC Not upheldBanking and creditMr P complains that Tesco Personal Finance PLC (Tesco) won’t accept his offer to settle his outstanding credit card debt.backgroundMr P has held a credit card with Tesco since 1999 with a limit of £4,000. In 2008 – when his credit limit had been increased – he tran... (3 pages)View decision -
Decision Reference DRN1052073
18 Nov 2015 HSBC Bank plc Not upheldBanking and creditMr and Mrs W complain that HSBC Bank plc unfairly set up an expectation that their mortgage application would succeed if they cleared unsecured debt. Although they acted on that advice, HSBC then declined their mortgage application. To resolve this complaint Mr and... (2 pages)View decision -
Decision Reference DRN5242018
8 Aug 2014 Sun Lane Ltd UpheldBanking and creditMr F complains that Sun Lane Ltd did not deliver the debt adjusting service it promised him.backgroundMr F says that he told Sun Lane he would be receiving a lump sum from his divorce and he wanted to use it to settle his debts. He says that Sun Lane agreed to provide a full and final ... (3 pages)View decision -
Decision Reference DRN4958564
24 Mar 2017 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr L complains that Harrington Brooks (Accountants) Limited sold him a Debt Management Plan (DMP) when they should have sold him an Individual Voluntary Arrangement (IVA). He also says that they should have advised him that similar plans were available free of charge ... (2 pages)View decision -
Decision Reference DRN2955985
2 Feb 2015 Westhill Financial Services Limited Not upheldBanking and creditMr and Mrs T complain – through their representatives - that Westhill Financial Services Limited mis-sold their mortgage.backgroundIn December 2007 Mr and Mrs T (then aged 44 and 43 respectively) consulted Westhill about a remortgage on their property, which was then valued at £130,0... (2 pages)View decision
