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 76853 results
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Decision Reference DRN4044035
27 Sep 2013 Cabot Financial (Europe) Limited UpheldBanking and creditsummary of complaintMr R complains that Cabot Financial (Europe) Limited is pursuing him for a debt he does not owe.our initial conclusionsOur adjudicator recommended that the complaint should be upheld. She considered that Cabot Financial had not demonstrated that Mr R had opened the a... (2 pages)View decision -
Decision Reference DRN-4479047
27 Nov 2023 Lowell Financial Ltd Not upheldConsumer CreditDRN-4479047 The complaint Mr M complains about the way that Lowell Financial Ltd (Lowell) has managed the collection of a debt in his name. What happened Lowell Portfolio I Limited bought an outstanding debt in Mr M’s name and appointed Lowell to manage it on its behalf. Mr M complained th... (3 pages)View decision -
Decision Reference DRN-6107363
27 Jan 2026 HL Partnership Limited Not upheldMortgagesDRN-6107363 The complaint Mr P and Miss S have complained that they were given unsuitable mortgage advice by a representative of H L Partnership Limited trading as HLPartnership, and referred to here as HLP. To settle the complaint, Mr P and Miss S would like HLP to compensate them for... (4 pages)View decision -
Decision Reference DRN6783808
13 Jul 2017 Lloyds Bank PLC Not upheldBanking and creditMrs F complains about the way in which she has been treated by Lloyds Bank PLC.backgroundMrs F says that, following financial difficulties, she agreed to repay Lloyds £1 a month for a loan and current account debts. She says there are no problems with the loan repaymen... (2 pages)View decision -
Decision Reference DRN4756381
13 Apr 2017 Sainsbury's Bank Plc Not upheldBanking and creditMr N complains that Sainsbury’s Bank plc is refusing to accept what he believes are fair offers to settle his debts. He’s also unhappy it won’t tell him what it’s willing to accept.backgroundMr N took out a loan for £10,000 in 2014 but a year later he faced fina... (2 pages)View decision -
Decision Reference DRN8094228
23 Jul 2015 Foundation for Credit Counselling Not upheldBanking and creditMr P complains that Foundation for Credit Counselling, trading as StepChange Debt Charity, gave him wrong advice.our initial conclusionsWhen Mr P asked StepChange for advice, it advised him to make token payments of £1 to his unsecured creditors. But Mr P says this has led to his cre... (2 pages)View decision -
Decision Reference DRN6810062
27 Feb 2014 Lowell Portfolio I Ltd Not upheldBanking and creditMrs E complains that Lowell Portfolio I Ltd has pursued her for a debt which she does not owe. backgroundLowell Portfolio acquired the disputed debt from a third party lender. It pursued Mrs E for repayment of the debt. Its recovery action included an application for a bankruptcy petit... (1 page)View decision -
Decision Reference DRN-4395632
12 Oct 2023 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4395632 The complaint Mrs M complains that Tesco Personal Finance PLC (Tesco Bank) was irresponsible in its lending to her. What happened Mrs M was provided with two loans by Tesco Bank. The first loan was provided in 2015 and a further loan was provided in August 2018. Based on the ti... (4 pages)View decision -
Decision Reference DRN-2379201
12 Jan 2021 Arrow Global Limited Not upheldConsumer CreditDRN-2379201 The complaint Mr F complains that Arrow Global Limited obtained a County Court judgment (CCJ) against him despite the debt being subject of a Debt Management Plan (DMP). He wants the judgment to be set aside and compensation. What happened Mr F tells us that he entered into an ... (3 pages)View decision -
Decision Reference DRN-2743373
9 Apr 2021 Skyfire Insurance Company Limited UpheldInsuranceDRN-2743373 The complaint Mr R complains Skyfire Insurance Company Limited unfairly increased the premium on his motor insurance policy when he moved to a new house, and that they took too long to tell him why the premium had increased so significantly. What happened Mr R renewed his motor... (5 pages)View decision