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 DRN-4276978
9 Nov 2023 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-4276978 The complaint Mr M complains Creation Financial Services Limited haven’t defaulted his credit card with them after he fell into arrears. What happened Mr M’s let us know that from August 2018 his account was managed by a debt charity as he’d fallen into arrears on the account. ... (2 pages)View decision -
Decision Reference DRN7523854
11 Jun 2014 Lloyds Bank PLC Not upheldBanking and creditJ complains that Lloyds Bank plc (previously Lloyds TSB Bank plc) did not administer its business accounts properly and misled it about the consequences of appointing an insolvency practitioner. J is in insolvency and the insolvency practitioner has given authority for Mr and Mrs F to co... (2 pages)View decision -
Decision Reference DRN-3400889
18 Aug 2022 Quilter Financial Limited Not upheldPensions and AnnuitiesDRN-3400889 The complaint Mr F complains about the advice given by an appointed representative of Quilter Financial Limited (‘Quilter’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension with a drawdown facility. He says the advice wa... (8 pages)View decision -
Decision Reference DRN4984973
12 Dec 2017 Kapama Limited UpheldBanking and creditMr A complains about the amount of money that Kapama Limited is asking him to pay. He also wants the debt to be removed from his credit file.backgroundIn 2012 Mr A took out a running account credit agreement with a limit of £1,500. He borrowed £100. Shortly after bo... (2 pages)View decision -
Decision Reference DRN1264082
9 May 2016 Legal & General Partnership Services Limited Not upheldBanking and creditThis complaint is about a mortgage arranged for Mr C and Mrs D by an adviser connected with Legal & General Partnership Services Limited (“L&G”). Mr C and Mrs D feel they weren’t given good advice. They’re particularly concerned about the suitability of the ad... (2 pages)View decision -
Decision Reference DRN9605445
26 Jan 2015 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank PLC (“the bank”) loaned to him irresponsibly in respect of his borrowing which comprised a credit card, an overdraft, and two personal loans.backgroundMr C held a credit card and overdraft with the bank. In August 2009 and March 2010 he also took out t... (3 pages)View decision -
Decision Reference DRN8639006
5 May 2015 Sesame Limited Not upheldBanking and creditMs A and Mr Y complain that Sesame Limited mis-sold them a mortgage consolidating another secured loan and unsecured debts.backgroundMs A and Mr Y make this complaint through their solicitor.Ms A and Mr Y approached Sesame for advice about re-mortgaging in 2006. At that ... (3 pages)View decision -
Decision Reference DRN-2943707
19 Oct 2021 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-2943707 The complaint Mrs L complains that Lantern Debt Recovery Services Ltd chased her for a debt she says had already been settled. She also complains that Lantern have breached data protection rules. What happened Mrs L had an account with a third-party lender, who I’ll refer to as... (3 pages)View decision -
Decision Reference DRN-4011217
10 May 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4011217 The complaint Mr J complains that Creation Financial Services Limited failed to make a reasonable adjustment to the persistent debt payment on his credit card account when he made a lump sum payment. What happened Mr J made a significant payment to his credit card with Creation... (3 pages)View decision -
Decision Reference DRN4680242
30 Jan 2019 Next Retail Limited Not upheldBanking and creditMs D complains that Next Retail Limited won’t write-off her debt.backgroundMs D entered into a credit agreement with Next in May 2017 and Next says that she ran up a debt with purchases made in November and December 2017. It says that she contacted it about the debt ... (2 pages)View decision