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 DRN-2586541
9 Mar 2021 Erudio Student Loans Limited UpheldConsumer CreditDRN-2586541 The complaint Miss P complains that Erudio Student Loans Limited didn’t update her address and gave her misleading information when she called it. What happened Miss P says she spoke to Erudio to change her address. She says she was told during that call that her account would ... (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-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-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 -
Decision Reference DRN8406514
4 Apr 2016 Bank of Scotland Plc UpheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) asked him to repay a debt that had already been settled.backgroundMr L entered in to an Individual Voluntary Arrangement (IVA) in 2008. The IVA ended in 2013 but the final completion paperwork wasn’t sent out... (2 pages)View decision -
Decision Reference DRN8963906
27 May 2015 Money & More Limited UpheldBanking and creditMr and Mrs F complain that Money & More Limited did not advise them properly when discussing a debt management plan (DMP) and did not operate the plan properly.backgroundIn June 2012 Mr and Mrs F took on Money & More to set up and run a DMP. But they sa... (3 pages)View decision -
Decision Reference DRN7242250
16 Jul 2014 National Westminster Bank Plc Not upheldBanking and creditMr D complains that National Westminster Bank Plc (“NatWest”) has not administered his accounts properly when he has been away overseas for periods of time, failing to put in place an agreed debt consolidation and sending default and closure notices when it knew he was away. backgroun... (3 pages)View decision -
Decision Reference DRN9099229
29 Aug 2014 R. Raphael & Sons Plc Not upheldBanking and creditMr F complains R. Raphael & Sons Plc (trading as Monument) paid a refund of charges to his account instead of to him directly .backgroundMr F had a credit card account with Monument. He paid for a payment break plan (PBP) which he later complained to Monument was mis-sold. Monum... (1 page)View decision -
Decision Reference DRN-1473015
6 Apr 2020 Hoist Finance UK Limited UpheldConsumer CreditDRN-1473015The complaintMr O complains about the response he got from Hoist Finance UK Limited (Hoist) to some letters he sent them. Mr O was dealing with Hoist’s appointed representatives, which means Hoist is responsible for their actions. To keep things simple, I’ll refer to both as “Ho... (2 pages)View decision -
Decision Reference DRN5976639
16 Jan 2015 MKDP LLP Not upheldBanking and creditMr Q complains that MKDP LLP (“MKDP”) is acting unfairly in pursuing him for a debt taken out by a third party company.backgroundA business loan was taken out by a company (“B”) in 2010 with a lender (“F”). Mr Q was a director of B. B went into liquidation in 2012. F then sold the loan t... (2 pages)View decision
