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 76853 results
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Decision Reference DRN6346634
2 Jan 2014 Lloyds Bank PLC Not upheldBanking and creditMr D complains that Lloyds Bank PLC acted under false pretences to convince him to sign an increased guarantee for the debts of two companies where he was a director. He wants the bank to agree to accept a lower figure in settlement of his liability under the guarantees.backgroundMr D w... (2 pages)View decision -
Decision Reference DRN0277325
28 Sep 2015 Sterling Financial Security Ltd UpheldBanking and creditMr H complains about a debt reduction plan he took out with Sterling Financial Security Ltd trading as Best Solution. He’s paid them a monthly amount since 2008. He recently realised Best Solution was keeping most of his money. They’d made only token payments to the com... (2 pages)View decision -
Decision Reference DRN-3822310
20 Feb 2023 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-3822310 The complaint Mr H has complained about The Royal Bank of Scotland Plc (RBS) using redress from a mis-sold payment protection insurance (PPI) policy to repay a debt, on the basis that the debt was written off in a sequestration. What happened Mr H, in his capacity as a sole tra... (3 pages)View decision -
Decision Reference DRN8441101
24 Apr 2014 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs T complain that Lloyds Bank PLC is harassing them and wrongly applying charges to their debt. They want the harassment to stop and compensation for distress. background Mr and Mrs T are in financial difficulties due to a change in their personal circumstances. They have m... (2 pages)View decision -
Decision Reference DRN0944590
22 Nov 2016 The Mortgage Works (UK) Plc UpheldBanking and creditMr R’s raised a complaint on behalf of his company, which I’ll call Q.Q is concerned that The Mortgage Works (UK) Plc (“Mortgage Works”): Failed to change the name and address of Q, even though it had promised to do so to resolve a previous complaint. Didn’t ... (4 pages)View decision -
Decision Reference DRN0014693
2 Aug 2017 Capquest Debt Recovery Limited Not upheldBanking and creditMrs C complains that Capquest Debt Recovery Limited hasn’t sufficiently shown that it owns a debt on which it has asked her to make payments.backgroundIn March 2017 Mrs C wrote to Capquest asking it to prove that it was the legal owner of a debt that accrued on a cr... (2 pages)View decision -
Decision Reference DRN-3148710
9 Nov 2021 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-3148710 The complaint Ms Q complains about a debt Lowell Portfolio I Ltd says she owes. She also complains about how she is being chased for the debt. In this decision, where I have referred to ‘Lowell’ I am referring to Lowell Portfolio I Ltd. Where I have referred to Ms Q in this dec... (4 pages)View decision -
Decision Reference DRN7810935
5 May 2015 HSBC Bank plc Not upheldBanking and creditMr and Mrs B complain that HSBC Bank Plc wrongly pursued them for debts of a company that has been dissolved. They also complain that HSBC did not treat them fairly in connection with a mortgage.backgroundMr B was a director and shareholder in D, a limited company. ... (5 pages)View decision -
Decision Reference DRN9575067
1 Aug 2013 Link Financial Outsourcing Limited Not upheldBanking and creditMr A and Ms C complain about Link Financial Outsourcing Limited (Link) failing to write to them in larger font size. Mr A is visually impaired and had requested, through his debt management company, that all letters are in a larger sized font. He says Link failed to do this. backgroundT... (2 pages)View decision -
Decision Reference DRN-3225305
3 Feb 2022 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-3225305 The complaint Mr H complains about the way that Moorcroft Debt Recovery Limited (trading as Moorcroft Group) (“Moorcroft”) handled the collection of a debt. What happened Moorcroft is handling the collection of a debt on behalf of a business I will refer to as “S”. The debt rel... (2 pages)View decision