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 70137 results
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Decision Reference DRN5876410
25 Nov 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMr A has complained Shop Direct Finance Company Limited, trading as Very, is asking him to pay a debt which isn’t his. He never took out an account with them in 2009. The account name they have is for a Mrs A.backgroundMr A complained to Very they’d put a default on... (2 pages)View decision -
Decision Reference DRN1643031
16 Jun 2015 Portfolio Recovery Associates U.K. Ltd Not upheldBanking and creditMs D complains that Portfolio Recovery Associates U.K. Ltd (PRA) have wrongly registered a default on her credit file.backgroundMs D fell into financial difficulties with a loan and in August 2011 a default was issued by the lender. Unfortunately, Ms D did not receive ... (2 pages)View decision -
Decision Reference DRN2462713
26 Jun 2018 Lloyds Bank PLC UpheldBanking and creditMs R complains about a personal loan she took out with Lloyds Bank PLC. She says it was mis-sold and that Lloyds didn’t treat her fairly when she experienced financial difficulty.backgroundIn 2010, Ms R took out a personal loan with Lloyds. She later experienced financ... (3 pages)View decision -
Decision Reference DRN-2805102
7 May 2021 Progressive Money Limited UpheldConsumer CreditDRN-2805102 The complaint Ms G complained that Progressive Money Limited lent to her irresponsibly. What happened Ms G took out two loans with Progressive as follows: Loan Date Taken Date Repaid Instalments Amount Repayment 1 02/06/2017 20/12/2017 60 £6,000.00 £274.60 2 30/05/2018 *Outstan... (7 pages)View decision -
Decision Reference DRN2185684
27 Aug 2013 Bank of Scotland Plc Not upheldBanking and creditMr J complains about how Bank of Scotland Plc (“the bank”) has behaved in relation to a personal guarantee that he gave it for the debts of D – a company which he owned, and in which he was employed as managing director.backgroundMr J personally guaranteed borrowings by D up to a limit ... (4 pages)View decision -
Decision Reference DRN-4838232
6 Jun 2024 Topaz Finance Limited UpheldMortgagesDRN-4838232 The complaint Mr M complains that Topaz Finance Limited trading as Hyalite Mortgages is asking him to repay a shortfall debt which remains after the sale of his mortgaged property was used to pay off the rest of the debt. Mr M set out why he doesn’t think Hyalite should ask him... (4 pages)View decision -
Decision Reference DRN3400265
27 Aug 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs C complains about information HSBC UK Bank Plc has recorded on her credit file. backgroundMrs C says HSBC incorrectly applied a default to her credit file as a result of an error. She says this has resulted in considerable and unnecessary stress and costs. She wants the default removed... (2 pages)View decision -
Decision Reference DRN-3897937
24 Jan 2023 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-3897937 The complaint Mr W complains Capquest Debt Recovery Limited are pursuing him for a debt that isn’t his. What happened Capquest took ownership of an account from a lender – the account opened in July 2003. In July 2004, Capquest say the account defaulted and the outstanding bala... (4 pages)View decision -
Decision Reference DRN8567350
9 Feb 2016 Santander UK Plc Not upheldBanking and creditMr A complains that his credit file wrongly shows a default for an overdraft that he thought Santander UK plc had written off.backgroundMr A says there was fraud on his account. He says the bank gave him an overdraft while it investigated. It later paid back to him o... (2 pages)View decision -
Decision Reference DRN-2811126
26 May 2021 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2811126 The complaint Mrs L is unhappy that Tesco Personal Finance PLC suspended her account on the basis that Mrs L was in persistent debt. Mrs L is also unhappy that she’s still being charged monthly interest. What happened In September 2018, Mrs L received a letter from Tesco advisi... (2 pages)View decision
