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 DRN5036291
17 Jan 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMs D complains, in summary, that Cabot Financial (Europe) Limited, (“CFL”), hasn’t handled her debt reasonably.backgroundMs D entered into a credit card agreement with a credit card provider (“P”) in 2004. She fell into arrears and her account was defaulted by P in May 2... (3 pages)View decision -
Decision Reference DRN-1563095
4 Jun 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1563095 The complaintMs B made a request to Lloyds Bank PLC for copy statements. Ms B is unhappy that these statements were then sent to the debt collection agency who currently owned the debt, rather than to her directly. As a result of Lloyds disclosing this information to the debt c... (2 pages)View decision -
Decision Reference DRN6620313
1 Nov 2013 Shop Direct Finance Company Limited UpheldBanking and creditMiss G complains that Shop Direct Finance Company Limited (“Shop Direct”) mistakenly awarded her £5,172.02 as part of a reward scheme run by Shop Direct Home Shopping Limited. She says she has done nothing wrong, the whole sequence of events stemmed from its mistake and therefore it shou... (3 pages)View decision -
Decision Reference DRN-5447402
2 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5447402 The complaint Miss C complains that Zopa Bank Limited lent to her when she could not afford it. What happened Miss C took two loans from Zopa. Loan Approved Amount Repayment terms status 1 3 November 2019 £4,500 + fee £280 £143 x 48 months Repaid early 9 March 2022 20 month ... (3 pages)View decision -
Decision Reference DRN9988448
28 Nov 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M and Mr N complain that The Royal Bank of Scotland Plc forced them to take personal responsibility for a loan that was for the benefit of another company and should have been transferred to that company. They want the bank to write off that element of their current debts.backgroun... (2 pages)View decision -
Decision Reference DRN4524786
24 Mar 2020 Sainsbury's Bank Plc Not upheldBanking and creditMrs B has complained that Sainsbury’s Bank Plc (‘the bank’) has wrongly refused her claim under section 75 Consumer Credit Act 1974. backgroundMrs B says she had no choice but to use her Sainsbury credit card to pay around £4,000 to a company that claimed to be collecting, from her husband... (2 pages)View decision -
Decision Reference DRN9896163
4 Nov 2015 Erudio Student Loans Limited UpheldBanking and creditMr G has complained that Erudio Student Loans Limited is wrongly seeking student loan repayments from him.background Mr G took out three student loans, and Erudio now owns that debt. In particular, he says he wasn’t sent a notice of assignment (to say the owner of the... (2 pages)View decision -
Decision Reference DRN7725839
6 Aug 2019 Shoosmiths LLP Not upheldBanking and creditMr C complains that Shoosmiths LLP have been chasing him for a debt he doesn’t believe he owes. backgroundMr C took out a personal loan from Lender A in 2005. Mr C says he’d taken out loans with Lender A prior to this too. The 2005 loan fell into arrears and Lender A started its recovery a... (2 pages)View decision -
Decision Reference DRN4533811
24 Feb 2016 Santander UK Plc Not upheldBanking and creditMr T has complained that Santander UK Plc (Santander) registered a default on his credit file.backgroundMr T said his former wife ran up a debt on their joint account while they were going through a divorce. When Santander chased him for the repayment, he explained h... (2 pages)View decision -
Decision Reference DRN-3989633
10 Mar 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3989633 The complaint Mrs S is unhappy that Klarna Bank AB (publ) ‘Klarna’ defaulted her fixed sum loan account and passed the outstanding balance to a debt collector. What happened Mrs S took out a 39-month fixed sum loan with Klarna on 10 October 2020. The loan was for £2,745. Mrs S ... (3 pages)View decision