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 71155 results
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Decision Reference DRN7840541
20 May 2014 National Westminster Bank Plc UpheldBanking and creditMr and Mrs R complain that National Westminster Bank Plc mis-sold them a loan. backgroundIn early 2013 Mr and Mrs R tried to increase their mortgage to settle some of their other debts, but their application was refused by NatWest. Shortly afterwards NatWest contacted them about a tak... (2 pages)View decision -
Decision Reference DRN-3334415
12 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3334415 The complaint Mr S complained that Everyday Lending Limited trading as Everyday Loans lent to him irresponsibly and provided a loan that was unaffordable. What happened Mr S took out a loan with Everyday Loans as follows: Date taken Loan amount Term Monthly repayment Loan statu... (4 pages)View decision -
Decision Reference DRN8450072
17 Jul 2019 Shop Direct Finance Company Limited Not upheldBanking and creditMr F complains about the way Shop Direct Finance Company Limited (‘Shop Direct’) managed two catalogue shopping accounts he had with it. backgroundMr F had two separately branded catalogue shopping accounts with Shop Direct.In February 2017 the direct debits Mr F had set up to make repayme... (3 pages)View decision -
Decision Reference DRN-4678888
22 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4678888 The complaint Miss Y complains that Bank of Scotland trading as Halifax acted irresponsibly in lending her an overdraft, and didn’t support her when she experienced financial difficulties. What happened Miss Y had an existing current account with Halifax. She took out an ov... (4 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-5501369
30 Apr 2025 UK Credit Limited Not upheldConsumer CreditDRN-5501369 The complaint Mr S complains that UK Credit Limited was irresponsible in its lending to him. He wants all interest and charges refunded, along with statutory interest, and any adverse information recorded about this loan removed from his credit file. Mr S is represented by a... (4 pages)View decision -
Decision Reference DRN2106203
30 Jun 2016 Legal & General Partnership Services Limited Not upheldBanking and creditThis complaint is about a mortgage arranged for Mr H and Miss C by an adviser connected with Legal & General Partnership Services Limited (“L&G”). Mr H and Miss C feel they were given unsuitable debt consolidation advice. Mr H and Miss C are represented by ... (3 pages)View decision -
Decision Reference DRN1880396
29 May 2015 Lowell Financial Ltd Not upheldBanking and creditMiss A complains that Lowell Portfolio I Ltd is wrong to chase her for a debt that is statute barred and unenforceable.our initial conclusionsOur adjudicator didn’t recommend the complaint should be upheld. He’s satisfied Miss A took out the original credit agreement and Lowell boug... (2 pages)View decision -
Decision Reference DRN5188129
13 Dec 2016 Kapama Limited UpheldBanking and creditMiss M complains that Kapama Ltd (“Kapama”) recorded incorrect information about her when a loan defaulted. She also believes the loan was mis-sold as it wasn’t affordable. backgroundMiss M took a loan of £220 from a different lender in November 2012 - due to be rep... (2 pages)View decision -
Decision Reference DRN-3370537
7 Apr 2022 Phillips & Cohen Associates (UK) Limited UpheldConsumer CreditDRN-3370537 The complaint The estate of Mr S complains that Phillips & Cohen Associates (UK) Limited sent a letter to collect a balance that was higher than the settlement agreed by the debt owner. The estate of Mr S also complains that Philips and Cohen failed to send confirmation of ... (2 pages)View decision
