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 70868 results
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Decision Reference DRN-3028239
28 Sep 2021 Santander UK Plc UpheldBanking and PaymentsDRN-3028239 The complaint Mrs B complains Santander UK Plc failed to investigate a fraud involving a loan and associated account being taken out in her name, and it unfairly held her liable. She wants to not be pursued for the loan debt and compensation for the financial loss and distress ... (4 pages)View decision -
Decision Reference DRN0615332
3 Jul 2015 MKDP LLP Not upheldBanking and creditMr D complains about a default on his credit file. He wants MKDP LLP to remove it and to agree to a repayment plan he offered.background Mr D had a bank account which was overdrawn by over £450. In 2011 his bank closed the account and sold the debt to a debt c... (2 pages)View decision -
Decision Reference DRN7064527
10 Apr 2018 Lowell Financial Ltd Not upheldBanking and creditMr Q is unhappy that Lowell Financial Ltd is seeking repayment of a debt from him when he says he wasn’t the person who opened and used the account to which the debt relates.background In October 2015 an online application was completed for a catalogue shopping ... (3 pages)View decision -
Decision Reference DRN-2500007
15 Jun 2021 Prudential Lifetime Mortgages Limited Not upheldMortgagesDRN-2500007 The complaint The executor of the estate of Mrs S has complained about a lifetime mortgage Mr and Mrs S took out in 2007 with Prudential Lifetime Mortgages Limited. He has said he is shocked and appalled to see how much compound interest has accrued on the mortgage. He also sai... (3 pages)View decision -
Decision Reference DRN-4850775
25 Jul 2024 M G Norman & Co Ltd Not upheldMortgagesDRN-4850775 The complaint The estate of Mrs M complains that M G Norman & Co Ltd mis-sold her an equity release mortgage. What happened In 2016 a mortgage broker introduced Mrs M to M G Norman for advice on equity release and debt consolidation. The subsequent fact find document co... (4 pages)View decision -
Decision Reference DRN9759538
12 Jun 2018 Clydesdale Bank Plc Not upheldBanking and creditMr A complains that Clydesdale Bank Plc sold his debt to a third party company without telling him and is concerned that may affect his credit file. He also complains about how he was dealt with when he tried to speak to Clydesdale about this.backgroundMr A’s loan acc... (2 pages)View decision -
Decision Reference DRN4471596
18 Apr 2016 Vanquis Bank Limited UpheldBanking and creditMr A complains that Vanquis Bank Limited unfairly recorded a default on his account and arranged unnecessary debt collection activity. background Mr A was having payment difficulties. Vanquis sent him an email in August 2015 offering him a payment plan. If he kept t... (2 pages)View decision -
Decision Reference DRN0874546
6 Apr 2016 LRUK (RETAIL) LIMITED UpheldBanking and creditMrs M complains that LRUK (RETAIL) LIMITED (trading as La Redoute) has not been treating her reasonably regarding arrears on her catalogue shopping account.backgroundBy 2010 Mrs M owed about £1,500 on the account and told La Redoute she was in financial difficulties. The ... (2 pages)View decision -
Decision Reference DRN9408941
31 Oct 2019 Creation Consumer Finance Ltd Not upheldBanking and creditMiss H complains about the way Creation Consumer Finance Ltd handled a debt she owed them and about information they provided to credit reference agencies.backgroundMiss H took out a finance agreement with Creation in June 2018 to pay for goods she bought from a retailer.When signing up to... (2 pages)View decision -
Decision Reference DRN-3556753
19 Oct 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3556753 The complaint Miss W is unhappy with MBNA Limited’s proposed resolution after they wrongly sold her debt to a third party and recorded a default on her credit file. What happened Miss W maintained a credit card account with MBNA. In or around April 2019, MBNA had cause to issue... (2 pages)View decision
