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 DRN7292362
7 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMrs U complains about the service she has received from National Westminster Bank Plc. She repeatedly asked it for statements to show how much she owed, but it did not send them. She is also concerned that it may have mis-calculated her debt.backgroundIn 2007 NatWest obtained a county c... (1 page)View decision -
Decision Reference DRN-5752412
2 Dec 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5752412 The complaint Ms G complains Lowell Portfolio I Ltd are asking her to repay two debts she says she’s already repaid. What happened As I understand it, Ms G had two accounts with a company I’ll refer to as R – a loan and an overdraft. Ms G says she repaid these accounts, and ... (3 pages)View decision -
Decision Reference DRN-4750307
8 Aug 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-4750307 The complaint Miss C complains that North Edinburgh and Castle Credit Union Limited t/a Castle Community Bank (“CCB”) lent to her when she was not able to afford it and did not carry out the correct checks before lending. Miss C wants the whole debt written off and for her c... (5 pages)View decision -
Decision Reference DRN5474089
16 Apr 2015 Lloyds Bank PLC Not upheldBanking and creditMr C complains that he’s been treated badly, unfairly and illegally by Lloyds Bank PLC because he’s being asked to pay a debt that relates to a current account belonging to his ex- partner.backgroundMr C says his ex-partner asked Lloyds to add his name to her cur... (2 pages)View decision -
Decision Reference DRN-5532079
10 Jul 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5532079 The complaint Mr E complains Lowell Portfolio I Ltd have asked him to repay debts he doesn’t think he owes at this point. Another company owned these accounts, but Lowell took over them within the last few years so I’ll just refer to them in this decision. What happened Mr E... (3 pages)View decision -
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 DRN5131794
25 Jun 2015 HSBC Bank plc Not upheldBanking and creditMr V complains on behalf of H, a limited company, that HSBC Bank Plc wrongly took over £8,800 from H’s current account.backgroundMr V was the director of two companies, H and a second company. Both companies had accounts with HSBC. In September 2014 H’s account was... (2 pages)View decision -
Decision Reference DRN8605285
26 Apr 2019 National Westminster Bank Plc Not upheldBanking and creditMrs W complains National Westminster Bank Plc (“Nat West”) continue to chase her for the payment of a debt when they’d previously told her when the account was defaulted she’d no longer be pursued for it. Mrs W is assisted in bringing her complaint by her husband Mr W.... (3 pages)View decision -
Decision Reference DRN-6005196
28 Jan 2026 Intrum UK Limited Not upheldConsumer CreditDRN-6005196 The complaint Mr J complains Intrum UK Limited have contacted him regarding a loan he doesn’t remember taking out. He’s also unhappy they’ve shared his data with a third party. What happened As I understand it a loan in Mr J’s name was taken out with a company I’ll refer to ... (3 pages)View decision