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
-
Decision Reference DRN-5595837
3 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5595837 The complaint Miss D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss D applied for an Aqua credit card in August 2022. In her application, Miss D said she was ... (3 pages)View decision -
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 DRN-3681339
12 Oct 2022 Zopa Bank Limited UpheldConsumer CreditDRN-3681339 The complaint Mr C complains that Zopa Bank Limited irresponsibly lent to him. He says he couldn’t afford the loan he was lent. To put things right, he’d like Zopa to write off the debt and remove adverse information from his credit file. What happened Zopa lent Mr C a loan for... (2 pages)View decision -
Decision Reference DRN1204483
30 Sep 2015 Marlin Europe II Limited Not upheldBanking and creditMr S has complained about how he’s being pursued for a debt by Marlin Europe II Limited.backgroundMr S is being asked to repay a debt by Marlin. He has a lot of concerns about this, but many of these have already been looked at by this service. So this specific ... (2 pages)View decision -
Decision Reference DRN-2967578
25 Aug 2021 Home Retail Group Card Services Limited Not upheldBanking and PaymentsDRN-2967578 The complaint Ms H is unhappy that Home Retail Group Card Services Limited (Argos) are reporting arrears to her credit file. What happened In October 2019, Ms H emailed Argos and advised that she‘d sought help from a debt charity to help her manage her financial affairs. Ms H’s... (2 pages)View decision -
Decision Reference DRN8651033
13 Nov 2013 Santander Cards UK Limited Not upheldBanking and creditMiss L complains that Santander Cards UK Limited took unnecessary court action against her, did not accept that she had settled her store card account and took too long to resolve her complaint.background Miss L held two House of Fraser accounts administered by Santander: a store card ... (3 pages)View decision -
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 DRN-1697221
18 Dec 2020 Bank of Scotland Plc Not upheldMortgagesDRN-1697221 The complaint Mr C complained that Bank of Scotland plc, trading as Halifax, didn’t treat him fairly when it possessed his property. The property was sold in possession but there was a balance outstanding. Mr C wants Halifax to write off this debt. What happened Mr C said he lo... (4 pages)View decision -
Decision Reference DRN7536165
13 Aug 2013 HSBC Bank plc Not upheldBanking and creditMs B complains that HSBC Bank plc closed her account without giving her notice and then provided poor customer service when it was re-opened.background HSBC wrote to Ms B in mid 2012 to tell her that the account was overdrawn. Some of the correspondence was then returned marked ‘Gone... (2 pages)View decision