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 DRN5408621
8 May 2014 Santander UK Plc Not upheldBanking and creditMrs M complains that Santander UK Plc has not treated her fairly, in that it referred her debt to a third party and registered a default on her credit file. She says she has been making payments towards the debt, but that Santander unreasonably continued to apply charges to the account ... (2 pages)View decision -
Decision Reference DRN1529835
27 Jun 2018 Arrow Global Limited Not upheldBanking and creditMr H complains that Arrow Global Limited (“AGL”) is requiring him to pay a debt it hasn’t proved he owes.backgroundMr H says he had a professional studies loan and overdraft with a high street bank in 2002 and due to his family circumstances at the time he was una... (2 pages)View decision -
Decision Reference DRN8087804
17 Apr 2015 First Choice Funding Limited Not upheldBanking and creditMr and Mrs G complain that First Choice Funding Limited mis-sold an interest only mortgage to them. Mr and Mrs G are represented by J, a solicitor.backgroundMr and Mrs G took out a 16 year interest only mortgage in 2007. They say the mortgage recommended by First C... (4 pages)View decision -
Decision Reference DRN-1529127
16 Sep 2020 PRA Group (UK) Limited Not upheldConsumer CreditDRN-1529127The complaintMr M disputes a debt with PRA Group (UK) Limited and feels it has treated him unfairly.What happenedPRA says it bought this debt (relating to a credit agreement) from a credit card company in February 2012 and that it is for Mr M to repay. It says after it bought th... (2 pages)View decision -
Decision Reference DRN-3983629
26 Jul 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3983629 The complaint Mrs C has complained that Santander UK Plc has refused her request for a credit card debt to be written off. What happened Mrs C started to have difficulty making her credit card repayments in 2013. In 2021 the outstanding debt of £3,550.11 was passed from Santand... (2 pages)View decision -
Decision Reference DRN-2802595
29 Jun 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2802595 The complaint Mrs M complains that MBNA Limited (MBNA) lent to her irresponsibly. What happened In June 2015, Mrs M applied for a credit card with MBNA on a balance transfer offer. This was agreed with a limit of £4200. There were two limit increases and several declined reques... (3 pages)View decision -
Decision Reference DRN4558748
13 Jul 2017 Link Financial Outsourcing Limited Not upheldBanking and creditMs R is unhappy about Link Financial Outsourcing Limited asking for payment of a debt it bought from another business.backgroundLink bought a debt Ms R owed another financial business. Ms R wants to see the agreement between the two businesses and find out how much Li... (1 page)View decision -
Decision Reference DRN0304216
31 Jul 2018 Hoist Finance UK Limited Not upheldBanking and creditMr W complains that Hoist Finance UK Limited (Hoist) has contacted him about a debt he believes is statute-barred.backgroundMr W received a letter in August 2017 from his credit card provider informing him that the account had been “assigned and transferred” to “Hois... (3 pages)View decision -
Decision Reference DRN-3233584
15 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3233584 The complaint Mr B complains that Bank of Scotland Plc, trading as Halifax, is holding him liable to repay two credit card debts that he says he never applied for. Background Mr B has explained that, after splitting from his wife, he had a meeting with his bank who provide his ... (3 pages)View decision -
Decision Reference DRN-2587048
17 Feb 2021 Nationwide Building Society UpheldMortgagesDRN-2587048 The complaint Mrs P complains that Nationwide Building Society gave her false hope that following a successful payment arrangement, her arrears could be capitalised. This turned out not to be the case and as a result Mrs P has suffered distress and financial impact. What happe... (3 pages)View decision