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 77331 results
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Decision Reference DRN1403077
15 Dec 2017 National Westminster Bank Plc UpheldBanking and creditMr N complains that National Westminster Bank Plc (‘NatWest’) has reported incorrect information to credit reference agencies.background Mr N had been paying back a loan to NatWest since 2011. In December 2016 he realised his credit file had incorrect information about... (2 pages)View decision -
Decision Reference DRN-4900602
12 Sep 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4900602 The complaint Mr O complains that Bank of Scotland plc didn’t report correctly on his credit file when he entered into a Debt Arrangement Scheme (DAS). What happened Mr O holds an account with Bank of Scotland. In 2020 Mr O entered into a DAS and began making monthly payment... (2 pages)View decision -
Decision Reference DRN-4489867
4 Dec 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4489867 The complaint Mr S, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr S took out two loans from 118 118 Money. As both parties have now agreed, this service can only consider the second loan under the rul... (3 pages)View decision -
Decision Reference DRN9005937
9 May 2013 Shop Direct Finance Company Limited UpheldBanking and creditMrs R complains that Shop Direct Finance Company Limited used her reward points to pay for goods ordered on behalf of a third party when that third party failed to pay for them. She is also unhappy that Shop Direct registered a default against her account.backgroundOur adjudicator rec... (2 pages)View decision -
Decision Reference DRN9191400
6 Nov 2015 Lloyds Bank PLC UpheldBanking and creditMs D complains that Lloyds Bank PLC didn’t properly set up her debt management plan and harassed her when she was making payments through the plan.backgroundMs D approached a debt management charity to help her arrange repayment plans. The charity set up an arrangement ... (2 pages)View decision -
Decision Reference DRN9117418
26 Jun 2013 Paratus AMC Limited Not upheldBanking and creditMr and Mrs V have complained that they were mis-sold a mortgage by Paratus AMC Limited in 2005.backgroundIn 2005 Mr and Mrs V approached Paratus for assistance with a remortgage. Paratus recommended that they should take a mortgage with a sub-prime lender and Mr and Mrs V took out the... (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-2435841
31 Dec 2020 Gain Credit LLC Not upheldConsumer CreditDRN-2435841 The complaint Mrs T complains that Gain Credit LLC, trading as Lending Stream, lent to her irresponsibly. Mrs T also complains that six late payments and a default appeared on her credit file which she says ought not to be there. What happened Mrs T applied for a £600 loan fro... (2 pages)View decision -
Decision Reference DRN4136741
14 Nov 2017 Capquest Debt Recovery Limited Not upheldBanking and creditMrs C complains that Capquest Debt Recovery Limited is pursuing her for a debt she doesn’t think she owes.backgroundMrs C complained to CDR about this matter. And, being unhappy with its response, she complained to this service.Our investigator thought Mrs C’s complaint ... (2 pages)View decision -
Decision Reference DRN2233397
20 Oct 2016 Ulster Bank Ltd UpheldBanking and creditMr and Mrs M complain that Ulster Bank Ltd provided an overdraft facility that wasn’t appropriate or affordable. It didn’t explain the terms or provide adequate information. The charges were not reasonable. They ask that the charges are reduced to a fair level. Mr and... (3 pages)View decision