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-2940109
23 Jul 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2940109 The complaint Mr G complains that Bank of Scotland (trading as Halifax) sent him a letter regarding persistent debt. He’s also unhappy that Halifax didn’t respond in a timely manner to his data subject access request (DSAR) and that it referred to his concerns as feedback. What... (4 pages)View decision -
Decision Reference DRN-2339416
4 Jan 2021 Credit Resource Solutions Ltd UpheldConsumer CreditDRN-2339416 The complaint Miss B has complained that Credit Resource Solutions Ltd (CRS) treated her poorly when she asked it for proof of a debt. What happened CRS was acting as a debt collector on behalf of a short-term lending creditor. It was chasing Miss B for payment. In October 2019... (2 pages)View decision -
Decision Reference DRN-2683918
11 Aug 2021 UK Credit Limited Not upheldConsumer CreditDRN-2683918 The complaint Mr W complains that UK Credit Limited lent to him irresponsibly. What happened Mr W was given a single loan by UK Credit. He told UK Credit that the loan purpose was debt consolidation – in other words, to pay other debt. The main loan details are as follows: Date... (5 pages)View decision -
Decision Reference DRN-5970449
15 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5970449 The complaint Mr S complains that Close Brothers Limited refused to give him a refund when it recovered more from his insurers than the amount he’d agreed to pay to settle the agreement. What happened In May 2023 Mr S was supplied with a vehicle and entered into a conditiona... (2 pages)View decision -
Decision Reference DRN8664270
10 Jul 2014 Black Horse Limited Not upheldBanking and creditMr and Mrs M complain that Black Horse Limited mis-sold them a personal loan.backgroundMr and Mrs M say their loan from Black Horse was mis-sold because (a) Mrs M’s mental capacity was affected by a serious health condition and (b) it was not affordable. The adjudicator did not recommend... (1 page)View decision -
Decision Reference DRN-2651245
23 Apr 2021 Debt Managers (Services) Limited UpheldConsumer CreditDRN-2651245 The complaint Mr W complains that Debt Managers (Services) Limited (DMSL) is chasing him for a debt that isn’t his. What happened In November 2019 DMSL acquired a debt in the same name as Mr W. DMSL was unable to get in contact with the borrower using the details provided by t... (2 pages)View decision -
Decision Reference DRN3854549
20 Sep 2018 HSBC Bank plc UpheldBanking and creditMr M complains about how HSBC Bank Plc managed his credit card account in 2016 and 2017.backgroundMr M said that he’d got into some financial difficulties. He said that he’d spoken to HSBC about that in 2016, and it had agreed to freeze the interest on his credit c... (5 pages)View decision -
Decision Reference DRN-5680439
1 Oct 2025 Gain Credit LLC UpheldConsumer CreditDRN-5680439 The complaint Mr F complains that Gain Credit LLC trading as Lending Stream was irresponsible in its lending to him. His complaint is about the loan provided in October 2024. Mr F wants all interest and charges refunded along with statutory interest and to only be liable to ... (3 pages)View decision -
Decision Reference DRN6581348
22 Jan 2016 Sainsbury's Bank Plc Not upheldBanking and creditMrs B complains that Sainsbury’s Bank Plc recorded inaccurate information on her credit file. She also complains about poor customer service.backgroundMrs B had a loan and a credit card with Sainsbury’s. In 2008 she was made redundant. In January 2009 she agreed to re... (3 pages)View decision -
Decision Reference DRN5640303
18 Apr 2017 Baines & Ernst Limited Not upheldBanking and creditMrs G, represented by a complaints management company (CMC), complains that Baines & Ernst Limited (the business) mis-sold her a debt management plan (DMP).backgroundMrs G set up a DMP in 2011. She says that she was not made aware of the set up fees before she ... (2 pages)View decision