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 DRN-1910345
10 Jul 2020 Gain Credit LLC UpheldConsumer CreditDRN-1910345 The complaintMr W says Gain Credit LLC trading as Drafty lent to him irresponsibly. He says his financial situation was poor at the time of sale and a reasonable credit check would’ve shown this. He says if Drafty had made better checks then it wouldn’t have lent to him. What ... (3 pages)View decision -
Decision Reference DRN-3664265
16 Sep 2022 Lloyds Bank PLC Not upheldConsumer CreditDRN-3664265 The complaint Mr D complains that Lloyds Bank PLC secured a previously unsecured debt against his home without his knowledge. He also complains that when Lloyds passed the debt to its debt recovery unit the balance was wrong. What happened Mr D took out an unsecured loan with L... (3 pages)View decision -
Decision Reference DRN-4151581
6 Jun 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4151581 The complaint Mr W is unhappy that Nationwide Building Society won’t locate and release a charge held by them against his property in regard to an old debt. What happened Mr W discovered there was a charge registered against his property by Nationwide. Mr W contacted Nationwide... (3 pages)View decision -
Decision Reference DRN9061444
29 Apr 2015 Cash Box Credit Union Limited UpheldBanking and creditMr M complains that Cash Box Credit Union Limited has not dealt fairly with him in relation to repayment of a loan.backgroundMr M took a loan from Cash Box. Following financial difficulties, he was unable to keep up repayments on the loan and it went into arrears. ... (2 pages)View decision -
Decision Reference DRN9828461
3 Mar 2015 Liverpool Victoria Friendly Society Limited Not upheldPayment protection insurance (PPI)Miss J’s complaint is about the compensation offered by Liverpool Victoria Friendly Society Limited (Liverpool Victoria) to settle her complaint related to a mis-sold payment protection insurance (PPI) policy.backgroundThe background to this complaint can be found in my provisional deci... (3 pages)View decision -
Decision Reference DRN-1864807
29 May 2020 BW Legal Services Limited UpheldConsumer CreditDRN-1864807The complaintMr J complains that BW Legal Services Limited pursued him for a debt that wasn’t his. He’s also unhappy that incorrect information was recorded on his credit file. Mr J’s father has been dealing with the complaint on his behalf. For ease, I’ll refer to anything he’s... (5 pages)View decision -
Decision Reference DRN1463286
7 Sep 2016 Kapama Limited UpheldBanking and creditMr B complains that he took out payday loans which were unaffordable. He says the lender didn’t carry out proper checks before issuing the loans to him. He has asked Kapama Limited to refund all interest and charges and to remove details of the loans from his credit... (2 pages)View decision -
Decision Reference DRN-5543371
16 May 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5543371 The complaint Miss C complains that PRA Group (UK) is unfairly reporting adverse information to Credit Reference Agencies (“CRAs”). What happened Miss C held a credit card account with a bank I’ll refer to as “B”. She experienced some difficulty in maintaining repayments, a... (3 pages)View decision -
Decision Reference DRN-3590931
31 Aug 2022 Credit Link Account Recovery Solutions Limited Not upheldConsumer CreditDRN-3590931 The complaint Miss H has complained that Credit Link Account Recovery Solutions Limited are pursuing her for a debt which she feels they haven’t sufficiently proven she owes them. What happened This complaint surrounds a consumer credit account that was opened in 2019, and was ... (2 pages)View decision -
Decision Reference DRN2314955
15 Jul 2015 MBNA Limited Not upheldBanking and creditMr B complains that MBNA Limited (“MBNA”) is holding him responsible for the balance due on a credit card he didn’t apply for.backgroundIn August 2005 MBNA approved a card application in Mr B’s name. It transpired that Mr B himself hadn’t made the application, but hi... (2 pages)View decision
