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 DRN5676301
1 Sep 2015 Sterling Financial Security Ltd UpheldBanking and creditMr W complains that Sterling Financial Security Ltd trading as Best Solutions has handled his debt management plan poorly. This has mean he’s now in more debt than when he started the plan.backgroundIn 2010 Mr W started a debt management plan with Best Solutions. He ... (2 pages)View decision -
Decision Reference DRN3610710
31 Mar 2016 National Westminster Bank Plc UpheldBanking and creditMr J complains that National Westminster Bank Plc is unfairly asking him to repay a loan, because it hasn’t been in contact with him about for more than six years. backgroundI issued a provisional decision on this complaint in December. A copy is attached. NatWest ha... (5 pages)View decision -
Decision Reference DRN-3046382
15 Sep 2021 Allied International Credit (UK) Ltd UpheldConsumer CreditDRN-3046382 The complaint Mr and Mrs B complain about incorrect information and poor service from Allied International Credit (UK) Ltd (Allied) in relation to a loan account it administers for another business. What happened The background to this complaint and my initial conclusions were ... (3 pages)View decision -
Decision Reference DRN0534022
10 Dec 2018 Ulster Bank Ltd Not upheldBanking and creditMiss A complains that in 2014 Ulster Bank Ltd reported a default to a credit reference agency in relation to her student account. backgroundIn 2010, Miss A opened a student account with Ulster Bank. She used the account until November 2012. The last credit to the ... (3 pages)View decision -
Decision Reference DRN0890807
25 Jul 2019 Barclays Bank UK PLC UpheldBanking and creditMrs U complains about the interest charges on her Barclays Bank UK PLC (trading as Barclaycard) account.backgroundMrs U received an email from Barclaycard suggesting she increase her monthly payment. But she couldn’t afford to. So she asked if Barclaycard would freeze the interest for a sh... (3 pages)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 DRN-5821642
18 Nov 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5821642 The complaint Mr H complains Lowell Portfolio I Ltd are incorrectly recording a default against his credit report. What happened Mr H had an account with a company I’ll refer to as V. They defaulted the account on 30 September 2019. Mr H says when his account was sold to Low... (2 pages)View decision -
Decision Reference DRN3117980
19 May 2016 Lending Stream Limited Not upheldBanking and creditMr J complains that Lending Stream LLC’s (“LSL”) affordability checks were inadequate andbecause of this it failed to realise that he was in financial difficulties when it lent him twoloans.backgroundMr J took out two loans with LSL. He borrowed £120 on 6 February 2... (4 pages)View decision -
Decision Reference DRN8403354
17 Mar 2015 The Mortgage Matters Partnership Not upheldBanking and creditMr and Mrs F complain that The Mortgage Matters Partnership (TMMP) mis-sold an interest only mortgage to them. They are represented by “Z”.backgroundMr and Mrs F took out an interest only mortgage in 2007 on the advice of TMMP. Z says the mortgage was unsuitable ... (3 pages)View decision -
Decision Reference DRN6516469
9 Mar 2016 Lloyds Bank PLC UpheldBanking and creditMr L, represented by his mother, Ms K complains that Lloyds Bank plc mis-sold him two loans in 1998.backgroundMr L took out two loans with Lloyds in September and October 1998. Mr L couldn’t keep up with his monthly repayments. The bank defaulted the loans at the ... (2 pages)View decision