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 DRN0847179
27 Oct 2016 Moorcroft Debt Recovery Limited Not upheldBanking and creditMr K’s unhappy that Moorcroft Debt Recovery Limited’s trying to recover a debt he says has already been settled. backgroundMr K said he arranged through a third party to settle the debt with the original creditor. He says this offer was accepted and the payments ... (1 page)View decision -
Decision Reference DRN8903771
26 Jun 2020 Gain Credit LLC UpheldBanking and creditComplaintMiss R says Gain Credit LLC (trading as Drafty) irresponsibly lent to her.BackgroundThe background to this complaint was set out in my provisional decision dated 20 May 2020. An extract from this is attached and forms part of this final decision, so I will not repeat that informat... (5 pages)View decision -
Decision Reference DRN-3046887
14 Sep 2021 PRA Group (UK) Limited Not upheldConsumer CreditDRN-3046887 The complaint Mr F has complained about PRA Group (UK) Limited pursuing him for a debt. What happened This complaint is about an overdraft debt which defaulted in 2014, then was sold from the original creditor (“L”) to PRA Group in 2017. At the time, another company – “W” – was... (3 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 DRN7948620
13 Mar 2015 Marlin Financial Services Limited UpheldBanking and creditMiss D complains that Marlin Financial Services Limited did not tell her that it received overpayments on her account. It then refunded the money to her debt management company, despite the fact that she asked it to send the money to her.backgroundMiss D was making... (1 page)View decision -
Decision Reference DRN-5775295
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5775295 The complaint Mr A has complained that Santander UK Plc unfairly sold a debt to a third party. What happened Mr A had a joint account with his wife, which had an outstanding debt. Santander took the decision to sell this to a third party. Mr A feels this was unfair, because ... (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 DRN0819346
27 Feb 2019 Creation Consumer Finance Ltd UpheldBanking and creditMrs E complains that Creation Consumer Finance Ltd (Creation) treated her unfairly when she experienced financial difficulties.backgroundMrs E had a finance agreement with Creation which she took in 2011. The agreement was for 48 months with 42 payments of £35.73 after ... (3 pages)View decision -
Decision Reference DRN0935708
17 Mar 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr B complains that he was given unsuitable mortgage advice by an appointed representative of Legal & General Partnership Services Limited. Mr B is represented in this matter by a third party.backgroundIn early 2007 Mr B met an appointed representative of Legal &a... (2 pages)View decision -
Decision Reference DRN8388606
18 Jan 2018 Capital One (Europe) plc UpheldBanking and creditMrs B complains that Capital One (Europe) plc has administered her debt management plan badly that it’s caused Mrs B great distress. backgroundMrs B complained to this Service. I’ll set out a general list of events which started in 2013 and continued until Mrs B comp... (3 pages)View decision