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 70898 results
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Decision Reference DRN1477301
3 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMiss D complains that NEO Media Solutions Limited (trading as One Debt Solution) (NEO) did not distribute payments to her creditors.backgroundOur adjudicator recommended that the complaint be upheld. In summary he said: he was not convinced the plan NEO set up for Miss D met the Of... (2 pages)View decision -
Decision Reference DRN0903905
11 Aug 2015 Bank of Scotland Plc Not upheldBanking and creditMr G complains about the way Bank of Scotland plc (trading as Halifax) dealt with the refund of interest and charges on his credit card.backgroundMr G began to experience financial difficulties and his credit card account defaulted. He later offered to pay of 70% of t... (2 pages)View decision -
Decision Reference DRN-2553662
7 Apr 2021 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-2553662 The complaint Miss S complains about harassment from Lantern Debt Recovery Services Ltd (Lantern) in relation to a number of debts it is seeking repayment of in her name. What happened Miss S has three accounts with Lantern all of which it purchased in 2019. In June 2020, Miss ... (2 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 DRN-5440492
4 Apr 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5440492 The complaint Miss V complains that Fairscore Ltd trading as Updraft (Fairscore) irresponsibly lent to her. What happened In April 2023 Miss V entered into a Fixed Sum loan agreement with Fairscore for £8,000. This was repayable over 60 months with 59 monthly payments of £22... (4 pages)View decision -
Decision Reference DRN-4644526
11 Mar 2024 United Trust Bank Limited Not upheldMortgagesDRN-4644526 The complaint Mr F and Miss H complain that United Trust Bank Limited (UTB) irresponsibly lent them a second charge mortgage (secured loan) that was unaffordable and caused them further financial difficulties. Mr F and Miss H have also brought a complaint against the broker tha... (5 pages)View decision -
Decision Reference DRN0696160
4 Jul 2016 Pentagon (UK) Limited Not upheldBanking and creditMr and Mrs G complain about a debt management plan they entered into with Pentagon (UK) Limited. At the time of taking out the plan they’d received solicitor’s letters threatening court action and say they were told by the Pentagon agent that the court action c... (5 pages)View decision -
Decision Reference DRN-3020876
29 Jun 2022 UK Credit Limited UpheldConsumer CreditDRN-3020876 The complaint Mr C complained that UK Credit Limited lent to him irresponsibly and provided him with unaffordable lending. What happened UK Credit provided a loan to Mr C as follows: Date Amount Term Monthly repayment Total amount payable August 2017 £10,000 60 months £339.06 ... (5 pages)View decision -
Decision Reference DRN9980323
27 Sep 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditMrs T says she is not responsible for the repayment of an overdraft on a joint account with The Royal Bank of Scotland Plc. backgroundOur adjudicators could find no evidence the debt had been repaid. So they did not uphold the complaint.Mrs T asked for this review of her complaint by ... (1 page)View decision -
Decision Reference DRN1202182
10 Aug 2015 Usave Money Limited UpheldBanking and creditMiss B is unhappy that USave Money Limited (trading as the Money Group) won’t give her a refund of payments that were made to it by mistake.backgroundMiss B had a debt management plan with Usave. She paid it £80 each month. This was done by standing order. The mon... (2 pages)View decision
