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 DRN7358819
9 Oct 2017 Lloyds Bank PLC Not upheldBanking and creditMr S complains that Lloyds Bank PLC agreed to stop applying interest to his credit card balance because he would be paying the outstanding amount in full but then did so anyway. He is unhappy that the debt has been passed on to a debt recovery organisation.background... (2 pages)View decision -
Decision Reference DRN5640430
30 Sep 2014 NewDay Ltd Not upheldBanking and creditMrs N has complained that NewDay Ltd cannot expect her to pay a debt on a store card when the card was in her husband’s name.backgroundIn 2010 Mrs N complained to the finance company responsible for managing the store cards of a specific store that they could not pursue her for debts on ... (2 pages)View decision -
Decision Reference DRN0971741
6 Aug 2019 NewDay Ltd UpheldBanking and creditMr P complains that NewDay Ltd (T/A Aqua) passed his account to a debt collection agency after agreeing a payment plan with him. backgroundMr P opened his credit card account with Aqua in January 2014. In May 2018 he contacted it to explain he was experiencing financial hardship. A reduced... (3 pages)View decision -
Decision Reference DRN-1456617
4 May 2020 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-1456617The complaintMr D complains that Moorcroft Debt Recovery Limited treated him unfairly as they wouldn't accept the settlement amount, he sent them. What happenedMr D owed around £14,000 to a lender who I’ll refer to as “N”. N instructed Moorcroft to collect the outstanding b... (3 pages)View decision -
Decision Reference DRN-3991331
28 Feb 2023 Arval UK Limited UpheldConsumer CreditDRN-3991331 The complaint Mr M is unhappy with how Arval UK Limited (Arval) handled his request to voluntary terminate a hire agreement. Mr M has been represented by Mrs M in this complaint. For ease of reference I’ll refer only to Mr M. What happened In September 2017, Mr M was supplied w... (4 pages)View decision -
Decision Reference DRN5473539
14 Aug 2014 HSBC Bank plc Not upheldBanking and creditMrs A has dissolved a former business partnership and complains that HSBC Bank Plc is still pursuing her for repayment of all partnership borrowing. backgroundIn April 2013 Mrs A told her business partner that she wanted to dissolve their partnership and a deed was signed to do this, ba... (2 pages)View decision -
Decision Reference DRN-3128330
2 Aug 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3128330 The complaint A company, which I’ll refer to as “R”, complains that National Westminster Bank Plc (“NatWest”) unfairly declined its application for a loan under the Coronavirus Business Interruption Loan Scheme. One of R’s directors, Mr F, brings the complaint on the company’s ... (3 pages)View decision -
Decision Reference DRN-3932440
31 Mar 2023 Fresh Start UK Debt Management Ltd Not upheldConsumer CreditDRN-3932440 The complaint Mrs C complains about the service provided by Fresh Start UK Debt Management Ltd and the advice to take out and retain a Debt Management Plan (DMP). What happened In 2006 a business I’ll call P arranged a DMP for Mrs C in respect of debts in her name. P later wen... (3 pages)View decision -
Decision Reference DRN1116127
28 Feb 2014 Santander UK Plc Not upheldBanking and creditMiss A complains that Santander UK plc demanded repayment for a debt on her business account that she did not know she had. background Miss A’s business account had been dormant for some time with a small overdrawn amount. She then received a letter from Santander’s collection departme... (2 pages)View decision -
Decision Reference DRN4217465
29 Mar 2016 Fairstone Financial Management (City) Limited Not upheldBanking and creditMs M through her solicitors AA complains that Fairstone Financial Management (City) Limited gave her negligent advice and mis-sold her a mortgage. She wants compensation.backgroundMs M wanted to re-mortgage to reduce her monthly payments and took advice from Fairstone.... (2 pages)View decision