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 70370 results
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Decision Reference DRN4214992
23 Jul 2018 Lantern Debt Recovery Services Ltd Not upheldBanking and creditMiss P has complained about the way that Lantern Debt Recovery Services Ltd (“Lantern”) has acted in pursuing a debt that it took over from another business in 2014.backgroundMiss P had taken out a £200 payday loan some years ago which she was unable to repay.... (3 pages)View decision -
Decision Reference DRN9395537
21 Sep 2016 Lowell Portfolio I Ltd Not upheldBanking and creditMr C complains that Lowell Portfolio I Ltd has recorded a default on his credit file. He says that he does not know anything about the debt to which this default relates. He wants Lowell to remove the default.backgroundThe background to this complaint, and my init... (3 pages)View decision -
Decision Reference DRN4036739
8 May 2019 Retail Money Market Ltd UpheldBanking and creditMr M complains that Retail Money Market Limited, trading as RateSetter, (“RMM”), didn’tcarry out adequate affordability checks before he received a loan he couldn’t afford to repay.Mr M also complains that RMM wrongly pursued him for debt after it had been told he ... (6 pages)View decision -
Decision Reference DRN7948620
13 Mar 2015 Marlin Financial Services Limited UpheldBanking and creditMiss D complains that Marlin Financial Services Limited did not tell her that it received overpayments on her account. It then refunded the money to her debt management company, despite the fact that she asked it to send the money to her.backgroundMiss D was making... (1 page)View decision -
Decision Reference DRN5133690
19 Sep 2018 National Westminster Bank Plc Not upheldBanking and creditMr C complains that National Westminster Bank Plc (NatWest) took money from his bank account to pay off a credit card debt without warning. He says the money was not his and it left him unable to pay some priority debts.backgroundIn January 2018, NatWest transferr... (4 pages)View decision -
Decision Reference DRN4735258
26 Jun 2017 PRA Group (UK) Limited Not upheldBanking and creditMiss P complains, in summary, that PRA Group (UK) Limited unfairly obtained a county court judgement against her.backgroundMiss P had a credit card debt with a credit card provider, (“C”). C sold the debt to PRA in 2008. PRA appointed debt collection agents, (“D”), ... (2 pages)View decision -
Decision Reference DRN-3021372
16 Sep 2021 TSB Bank plc UpheldBanking and PaymentsDRN-3021372 The complaint Mr S complains that TSB Bank plc incorrectly recorded information on his credit file. What happened Mr S entered into a Debt Arrangement Scheme (DAS) for his debts including his TSB’s accounts. He says he made all required payments and the DAS was settled in 2020.... (3 pages)View decision -
Decision Reference DRN2674500
8 Aug 2014 HSBC Bank plc Not upheldBanking and creditMr D complains that HSBC Bank plc, trading as first direct, telephoned him about his account, including at work, despite being requested not to do so. He says that these calls were harassment, and he wants compensation for the distress and embarrassment he has been caused.backgroundMr D... (1 page)View decision -
Decision Reference DRN-5226434
5 Mar 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5226434 The complaint Mr G complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance irresponsibly lent him a personal loan. He says it failed to conduct a thorough affordability check before agreeing to lend. What happened Mr G took out the following loans with... (2 pages)View decision -
Decision Reference DRN9266599
20 Feb 2018 TBI Financial Services Ltd UpheldBanking and creditMiss C complains about a mortgage she took out in 2007 with her now ex-partner (who I’ll call Mr C). The mortgage was taken out with a different lender and, due to arrears, the property was repossessed in 2009. The property was sold for less than the outstanding m... (3 pages)View decision
