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-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 DRN0098593
28 Apr 2015 Capquest Investments Limited Not upheldBanking and creditMr K complains that Capquest Investments Limited (“Capquest”) is unfairly pursuing him for a debt which he does not owe.backgroundCapquest bought a debt of £766 under account number **998 from a third party lender (“V”) in May 2008. Capquest said that the debt was ... (2 pages)View decision -
Decision Reference DRN2620955
19 Aug 2014 1st Credit (Finance) Limited UpheldBanking and creditMrs D complains that 1st Credit (Finance) Limited is chasing her for an unenforceable debt. background Mrs D had a credit card debt. This was sold to 1st Credit in July 2012. It obtained a copy of an update to the original credit card agreement from the credit provider. This included Mrs ... (2 pages)View decision -
Decision Reference DRN-1687403
27 Jul 2020 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-1687403 The complaintMr U complains that Vanquis Bank Limited acted irresponsibly by increasing his limit on his credit card account, when he was showing signs of having financial difficulties. What happenedIn 2012, Mr U took out a credit card account with Vanquis. He had a credit lim... (3 pages)View decision -
Decision Reference DRN-2850433
22 Jun 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2850433 The complaint Mr B complains that Sainsbury's Bank Plc has refused to write off his debt and has refused to provide reasons for the decision. What happened Mr B says he is unable to pay his debts following health problems. He says he asked Sainsbury’s to write off his debt... (2 pages)View decision -
Decision Reference DRN-2963236
18 Oct 2021 TFS Loans Limited UpheldConsumer CreditDRN-2963236 The complaint Mr S and Mrs S complained that TFS Loans Limited lent to them irresponsibly and provided them with a loan that was unaffordable. What happened Mr S and Mrs S were given a loan by TFS as follows: Date taken Loan status Number of monthly instalments Loan amount Mont... (5 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 DRN-6047035
19 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6047035 The complaint Mr Y is unhappy that American Express Services Europe Limited (‘Amex’) recorded missed payments and defaults with the credit reference agencies, in relation to two accounts he had with them. What happened The complaint circumstances are well known to both part... (4 pages)View decision -
Decision Reference DRN2240400
19 Sep 2019 Lloyds Bank PLC Not upheldBanking and creditMiss K isn’t happy that Lloyds Bank PLC passed a refund for interest and charges on to the firm they sold her debt to (who I’ll call “C”). backgroundLloyds carried out a review of a number of customer’s accounts. It was identified during this review that Miss K’s account hadn’t been manage... (2 pages)View decision