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 77095 results
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Decision Reference DRN-5422089
24 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5422089 The complaint Miss O complains Cabot Credit Management Group Limited are asking her to repay more towards a debt than they should be. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements o... (4 pages)View decision -
Decision Reference DRN-2040838
22 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2040838 The complaint Mrs M is unhappy with how NewDay Ltd (trading as Aqua) handled her credit card account when it went into arrears. What happened Mrs M fell into arrears with her Aqua credit card in May 2019. She contacted NewDay at the beginning of May 2019 to explain she’d lost h... (2 pages)View decision -
Decision Reference DRN1600569
16 Jun 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMrs J complains that she was given poor advice by an authorised representative of Legal & General Partnership Services Limited (L&G) when she re-mortgaged her house in 2005. Mrs J, who is represented by a claims management company (CMC), says this advice means s... (3 pages)View decision -
Decision Reference DRN3002680
6 Jan 2017 The Co-operative Bank Plc Not upheldBanking and creditMiss G complains that The Co-operative Bank Plc treated her unfairly when it passed account to a debt collection company.backgroundMiss G had an outstanding overdraft balance with The Co-op. Due to her personal circumstances, The Co-op agreed to suspend payments for si... (2 pages)View decision -
Decision Reference DRN-1585195
24 Jun 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1585195 The complaintMr T complains that Lloyds Bank PLC didn't pay a credit card refund to himWhat happenedMr T received a letter from Lloyds telling him that he was entitled to a refund of £7,000 for charges and interest applied to his credit card account. The money was paid to ... (2 pages)View decision -
Decision Reference DRN9756634
28 Nov 2018 T.B.I. Financial Services Ltd. Not upheldBanking and creditMs M through her solicitor R complains that T.B.I Financial Services Ltd (“TBI”) has acted unfairly and unreasonably by asking her to pay the shortfall debt from her mortgage. She wants the debt written off and compensation.backgroundMs M took out a mortgage with TBI.... (2 pages)View decision -
Decision Reference DRN-3798853
2 Dec 2022 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-3798853 The complaint Miss I complains Lantern Debt Recovery Services Ltd have held her liable for a fraudulent loan. Miss I also complains about how long they took to investigate her claim the loan they were asking her to repay was fraudulent. Another party has supported Miss I in bri... (3 pages)View decision -
Decision Reference DRN8234109
11 Mar 2014 Bournes Limited UpheldBanking and creditMr and Mrs Q complain about a debt management plan they entered into with Bournes Limited. They say payments were not distributed to their creditors as they expected them to be. They also complain that they were not kept updated with the progress of the plan.backgroundMr and Mrs Q enter... (3 pages)View decision -
Decision Reference DRN6620313
1 Nov 2013 Shop Direct Finance Company Limited UpheldBanking and creditMiss G complains that Shop Direct Finance Company Limited (“Shop Direct”) mistakenly awarded her £5,172.02 as part of a reward scheme run by Shop Direct Home Shopping Limited. She says she has done nothing wrong, the whole sequence of events stemmed from its mistake and therefore it shou... (3 pages)View decision -
Decision Reference DRN-5447402
2 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5447402 The complaint Miss C complains that Zopa Bank Limited lent to her when she could not afford it. What happened Miss C took two loans from Zopa. Loan Approved Amount Repayment terms status 1 3 November 2019 £4,500 + fee £280 £143 x 48 months Repaid early 9 March 2022 20 month ... (3 pages)View decision