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 DRN2998881
13 Nov 2015 Shop Direct Finance Company Limited UpheldBanking and creditMr W complains that Shop Direct Finance Company Limited (the business) did not update his credit file after he paid off his debt. He says this has resulted in him being refused credit.backgroundMr W had an account with the business that feel into arrears. The acc... (2 pages)View decision -
Decision Reference DRN7834906
27 Jan 2015 Bank of Scotland Plc UpheldBanking and creditMr E complains that Bank of Scotland plc (trading as Capital Bank) (“Capital Bank”), passed on a debt to a third party for collection that he did not owe. This has affected his credit rating and he wants compensation.backgroundMr E has been pursued for 5 years for a debt he doesn’t ow... (2 pages)View decision -
Decision Reference DRN5538059
28 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMr L complains that Lloyds Bank plc recorded a default on his credit file without warning him, and while he was disputing the debt outstanding.backgroundIn March 2012 Lloyds wrote to Mr L, explaining that it had decided to close his accounts. It gave him two months’... (2 pages)View decision -
Decision Reference DRN9700816
2 Mar 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr D and Miss E complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr D and Miss E had an interest only mortgage, made up of several elements, some of which were on a fixed rate and some o... (3 pages)View decision -
Decision Reference DRN6325516
15 Dec 2016 Cabot Financial (Europe) Limited UpheldBanking and creditMr U complains that Cabot Financial (Europe) Limited, (“CFL”), won’t supply him with copies of credit agreements or any other documentation about the debts they are pursuing him for. The complaint is brought to this service by a member of Mr U’s family, but for ease... (3 pages)View decision -
Decision Reference DRN-4411591
27 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4411591 The complaint Mr G has complained about a mortgage current account (“MCA”) linked to his mortgage he holds with Barclays Bank UK PLC. He says Barclays kept adding interest to the account without notifying him of the increasing balance which denied him the opportunity to do some... (9 pages)View decision -
Decision Reference DRN6623125
27 Nov 2014 Swinton Group Ltd UpheldInsurance (excluding PPI)Ms J complained about the amount Swinton Group Ltd charged her following the cancellation of her insurance policies. She was also unhappy about how she was pursued for the money owed.backgroundMs J held home insurance through Swinton. When she cancelled the policy Swinton told her tha... (3 pages)View decision -
Decision Reference DRN-3623277
20 Sep 2022 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-3623277 The complaint Ms S has complained that Capquest Debt Recovery Limited have been pursuing her for a debt which she says was fraudulent and was not taken out by her. What happened This complaint surrounds a catalogue account that was taken out in 2001 in a name similar to Ms S’s.... (2 pages)View decision -
Decision Reference DRN-1635487
16 Oct 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1635487 The complaint Mrs H complains about a refund Lloyds Bank PLC trading as Lloyds TSB Bank, have applied to her account. What happened In 2013, Mrs H got into financial difficulties and entered into a Trust Deed with her creditors, one of whom was Lloyds. The balance owing to Lloy... (2 pages)View decision -
Decision Reference DRN-4573412
13 Sep 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4573412 The complaint Miss M complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) is pursuing her for payment for a debt for which she says she isn’t liable. What happened Miss M contacted our service in July 2023 wishing to complain about S... (2 pages)View decision
