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-3688944
30 Sep 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3688944 The complaint Mrs and Mr P complain that Lloyds Bank Plc (‘Lloyds’) inappropriately shared their data. What happened Mrs and Mr P had a joint current account with Lloyds. In early 2022 Mrs and Mr P were engaging with a debt charity and had given it consent to obtain information... (3 pages)View decision -
Decision Reference DRN-1397738
27 Apr 2020 J D Williams & Company Limited Not upheldConsumer CreditDRN-1397738The complaintMiss H complains that she has a debt outstanding for catalogue shopping with JD Williams and Company Ltd (JDW). She says this debt was cleared in 2014 so the outstanding amount, interest and charges are unfair. What happenedMiss H had a catalogue shopping account wi... (3 pages)View decision -
Decision Reference DRN-3336198
8 Mar 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3336198 The complaint Mrs S complains that Creation Financial Services Limited trading as Creation didn’t default her credit cards in 2013. Instead it continued to charge her interest while she was in a debt management plan and her accounts defaulted in 2018 and 2020 respectively. She ... (3 pages)View decision -
Decision Reference DRN-4858590
4 Dec 2024 Oakwood Homeloans Limited UpheldMortgagesDRN-4858590 The complaint Mr P complains that Oakwood Homeloans Limited is pursuing him for outstanding debt following the repossession and sale of his buy-to-let properties in 2016. The mortgages were secured against the properties but the sales left a shortfall that remains outstandin... (5 pages)View decision -
Decision Reference DRN-2002032
10 Aug 2020 Elderbridge Limited Not upheldMortgagesDRN-2002032The complaintMr W is unhappy that Elderbridge Limited won’t remove a charge from the title of a property he owns. He believes the secured loan the charge was associated with was written-off by the original lender, or can’t be pursued by it, and so the charge should be removed. W... (3 pages)View decision -
Decision Reference DRN-3551296
27 Jul 2022 ACI-UK LIMITED Not upheldConsumer CreditDRN-3551296 The complaint Mr L has complained about ACI-UK LIMITED, saying that they tried to take payments after a debt was recalled. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In February 2022, Mr L’s loan account was sold on in error. Th... (2 pages)View decision -
Decision Reference DRN2521324
1 Mar 2017 TSB Bank plc Not upheldBanking and creditMr L complains about a default applied to his credit file as a result of an overdrawn balance on his TSB Bank plc (“TSB”) account.backgroundMr L made an online transaction with his TSB debit card that caused his account to go overdrawn by £15. So TSB applied un... (2 pages)View decision -
Decision Reference DRN-3701817
4 Oct 2022 PayPal (Europe) Sarl et Cie SCA Not upheldBanking and PaymentsDRN-3701817 The complaint Mrs A complains about the actions of PayPal (Europe) Sarl et Cie SCA with respect to a negative balance on her account. What happened In early 2022, Mrs A made a payment to a travel company via PayPal. She says the money was transferred from her linked bank accoun... (4 pages)View decision -
Decision Reference DRN2539816
2 Jun 2015 MKDP LLP Not upheldBanking and creditMr L has complained that MKDP LLP has not provided him with a deed of novation and deed of assignment for a debt. He feels this has caused him considerable stress, for which he would like to be compensated.backgroundMr L had a debt with a third party creditor, whic... (1 page)View decision -
Decision Reference DRN-5560310
15 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5560310 The complaint Mrs A complains that Lloyds Bank plc (‘Lloyds’) sent her letters about being in persistent debt and suspended her credit card when she’d been overpaying more than was required. Mrs A wants Lloyds to recognise the upset this has caused her. What happened In Ap... (4 pages)View decision
