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 69825 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-3052123
23 Nov 2021 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-3052123 The complaint Mr K complains John Lewis Financial Services Limited (“John Lewis”) delayed in communicating with him about a balance on his credit card account. What happened Mr K brought his complaint to us after he’d been contacted by John Lewis in January 2021 informing him h... (3 pages)View decision -
Decision Reference DRN0214615
10 Oct 2017 Bank of Scotland Plc Not upheldBanking and creditMr M has complained Bank of Scotland plc, trading as Halifax, keeps sending him letters requiring him to pay a disputed debt on his credit card. He believes this is harassment.backgroundMr M disputed a payment on his Halifax credit card account. He wasn’t willing to di... (2 pages)View decision -
Decision Reference DRN-5148746
20 Nov 2024 Intelligent Lending Limited UpheldMortgagesDRN-5148746 The complaint Mr and Mrs G complain that Intelligent Lending trading as Ocean recommended a second charge loan that was unsuitable for them. What happened Your In 2018, Ocean recommended that Mr and Mrs G should take took out a secured second charge loan. The loan was for £9... (4 pages)View decision -
Decision Reference DRN6885824
11 Jun 2020 Tesco Personal Finance PLC UpheldBanking and creditMr W complains Tesco Personal Finance PLC is unfairly holding him liable for a loan which he didn’t apply for.backgroundIn June 2016, Tesco approved a loan for £20,000 in the name of Mr W. The money was paid into a joint account – held at the time by Mr W and his wife. Days later, the fu... (2 pages)View decision -
Decision Reference DRN3356263
15 Feb 2019 Santander UK Plc Not upheldBanking and creditMs G complains about a county court judgement relating to money owed to Santander UK Plc (“Santander”) as she has no relationship with them.backgroundMs G came to us as she was unhappy with Santander’s response to her complaint that she never had an account with them ... (2 pages)View decision -
Decision Reference DRN-4163255
8 Jun 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4163255 The complaint Mr D is unhappy that Capital One (Europe) plc sold his account to a debt purchasing company (DPC) but can’t confirm to which exact company within the DPC’s group it was sold to. What happened Capital One defaulted Mr D’s credit accounts in 2019 and sold the outsta... (3 pages)View decision -
Decision Reference DRN-1680588
21 Jan 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-1680588 The complaint Mrs B complains Bank of Scotland Plc, trading as Halifax, is unfairly holding her liable for a credit card debt. She says the debt belongs to her ex-husband who opened the account in her name without her knowing. Halifax says there is no evidence to suggest the a... (3 pages)View decision -
Decision Reference DRN-2323935
4 Jan 2021 Bank of Scotland Plc Not upheldConsumer CreditDRN-2323935 The complaint Ms B complains that Bank of Scotland plc trading as Halifax sold the debt from her loan to a third party, although she says it knew that she was unwell at the time. What happened Ms B took out a loan with Halifax in early 2009. She had difficulty making the paymen... (3 pages)View decision -
Decision Reference DRN5621788
21 Jun 2016 Lowell Portfolio I Ltd Not upheldBanking and creditMr S complains that Lowell Portfolio I Ltd pursued him for a debt that was not his. backgroundIn October 2015, Mr S says he received a letter from Lowell about an outstanding debt relating to goods purchased. The letter said that previous owner of the debt had made... (2 pages)View decision
