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 DRN-4090600
19 May 2023 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-4090600 The complaint Mr O complains that Lowell Portfolio I Ltd is unfairly pursuing him for an outstanding debt. What happened Lowell purchased a credit card debt in Mr O’s name from a business I’ll call V in September 2020 and sent him a Notice of Assignment to confirm the new arran... (2 pages)View decision -
Decision Reference DRN0495440
10 Nov 2017 Bank of Scotland Plc Not upheldBanking and creditMs C complains about how Bank of Scotland plc handled her request for information and how it dealt with her complaint. backgroundMs C received letters from debt collection agents asking her to pay an outstanding loan debt. She complained to the recovery agent and asked it... (2 pages)View decision -
Decision Reference DRN-5970275
11 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5970275 The complaint Mr N complains about the way NewDay Ltd (“NewDay”) dealt with his attempt to pay his credit card balance with a bill of exchange. What happened Aside from setting out Mr N’s complaint, I won’t repeat all the facts of the case here, as those aren’t in dispute. ... (4 pages)View decision -
Decision Reference DRN1370000
9 Nov 2016 Paragon Finance Plc Not upheldBanking and creditMr S complains that Paragon Finance PLC (trading as Moorgate Loan Servicing) isn’t reporting his account correctly. He says it should be reported with its original credit limit. He wants his credit file amended. backgroundMoorgate said in its final response that when t... (2 pages)View decision -
Decision Reference DRN-3971660
21 Feb 2023 Evolution Money Limited Not upheldMortgagesDRN-3971660 The complaint Miss G’s complaint is about a second charge mortgage she has with Evolution Money Limited. She says the loan was unaffordable and considers Evolution lent irresponsibly as it inappropriately took money she received from other people living in her property into acc... (3 pages)View decision -
Decision Reference DRN3819499
5 Feb 2016 HSBC Bank plc Not upheldBanking and creditMr G complains about the terms of a managed loan he took with HSBC Bank PLC (“HSBC”). He also complains that HSBC didn’t treat him fairly when he fell into financial difficulty.backgroundMr G consolidated debts from a current account, a loan and a credit card into ... (2 pages)View decision -
Decision Reference DRN4265889
21 Mar 2018 Paratus AMC Limited Not upheldBanking and creditMr B complains that Paratus AMC Limited is unfairly asking him to pay the shortfall following the sale of his property. He wants matters put right.backgroundMr B had a mortgage with Paratus, which had been taken out originally when Paratus had a different name. The prop... (2 pages)View decision -
Decision Reference DRN-2414588
16 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2414588 The complaint Mr J complains that NewDay Ltd has refused to lower the interest rate on his credit card following a letter it sent him concerning persistent debt. What happened Mr J opened his credit card account with NewDay in June 2016. In May 2020 NewDay wrote to Mr J to expl... (3 pages)View decision -
Decision Reference DRN-3760863
1 Nov 2022 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-3760863 The complaint Miss A is unhappy that Creation Consumer Finance Ltd trading as Creation (“Creation”) sold her outstanding debt to another business without telling. In doing so, they transferred a higher debt than the settlement figure she’d previously been given. What happened I... (3 pages)View decision -
Decision Reference DRN-5669611
3 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5669611 The complaint Miss D is unhappy with Santander UK Plc. Miss D said Santander hadn’t fully made appropriate services available to her. She said she tried to contact Santander about repaying her debt but couldn’t due to the long phone wait times. Miss D said she had been subje... (4 pages)View decision