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-4102168
19 May 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4102168 The complaint Mrs J and Mr J complain that TSB Bank plc (TSB) defaulted their joint account and passed it to a debt collection agency (DCA). What happened Mrs J and Mr J opened their account with TSB in 2011. By 2019, they had an overdraft limit of £3,000. They ran into financi... (5 pages)View decision -
Decision Reference DRN5640430
30 Sep 2014 NewDay Ltd Not upheldBanking and creditMrs N has complained that NewDay Ltd cannot expect her to pay a debt on a store card when the card was in her husband’s name.backgroundIn 2010 Mrs N complained to the finance company responsible for managing the store cards of a specific store that they could not pursue her for debts on ... (2 pages)View decision -
Decision Reference DRN-5696110
5 Nov 2025 Sky UK Limited Not upheldConsumer CreditDRN-5696110 The complaint Mr R complained about the way that Sky UK Limited dealt with the administration of a fixed sum loan agreement he had with it. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail.... (3 pages)View decision -
Decision Reference DRN5227591
7 Jan 2014 Capquest Debt Recovery Limited Not upheldBanking and creditMr E complains about being asked by Capquest Debt Recovery Limited to repay a debt he says is not his. He believes he has been harassed by Capquest and believes he should be compensated for his inconvenience. Mr E is represented in his complaint by his father, who will be referred to as M... (2 pages)View decision -
Decision Reference DRN5882211
6 Feb 2014 Lloyds Bank PLC Not upheldBanking and creditMr E and Mr F complain that Lloyds Bank PLC is pursuing Mr E for a business overdraft debt that they do not consider he is responsible for. They also complain that they have been quoted different amounts for what is owed.backgroundMr E and Mr F had a business loan and overdraft with Ll... (2 pages)View decision -
Decision Reference DRN8245759
24 Jul 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMr W complains that Lowell Portfolio I Ltd (Lowell) has registered a default on his credit file without notifying him. He wants it removed and compensation for the stress he says he has experienced.backgroundMr W is complaining about a default that he says was put o... (3 pages)View decision -
Decision Reference DRN3312388
3 Sep 2013 MBNA Limited Not upheldBanking and creditMr A complains that having agreed a repayment arrangement with MBNA Limited in 2005 to repay the outstanding balance on his credit card, and then maintained those repayments, a default should not now still be showing on his credit reference file. backgroundIn 2005, Mr A found that he w... (2 pages)View decision -
Decision Reference DRN-5674035
2 Sep 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5674035 The complaint Mr T’s representative has complained, on his behalf, about the advice Mr T received from Citrus Financial (an appointed representative of Quilter Financial Services) when it recommended he transfer two defined benefit pension plans to a personal pension arrange... (13 pages)View decision -
Decision Reference DRN2936351
28 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditMr B has complained Lloyds Bank plc lent to him irresponsibly when he wouldn’t be able to afford to repay. He was given two loans and was allowed to continue to spend on his credit cards as well.backgroundMr B has suffered a serious illness. Mrs B, his wife, applied... (3 pages)View decision -
Decision Reference DRN6655425
18 Nov 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs C complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).background Mr and Mrs C, acting on a recommendation from L&G, re-mortgaged. In doing so, they changed lender, incurred an early rep... (2 pages)View decision