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 71523 results
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Decision Reference DRN4967657
4 May 2017 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr and Mrs B complain that Harrington Brooks (Accountants) Limited (trading as Harrington Brooks Debt Management) (HB) provided poor advice when they took out some debt management plans (DMPs). Mr and Mrs B are represented by a claims management company (CMC), but genera... (3 pages)View decision -
Decision Reference DRN-4586622
23 Feb 2024 Paratus AMC Limited UpheldMortgagesDRN-4586622 The complaint Ms C complains that Paratus AMC Limited is now asking her to pay the shortfall for a mortgage. She told us that the shortfall must date back to around 2007 or 2008, and Paratus hasn’t been in touch about this debt for many years. What happened This decision deals ... (5 pages)View decision -
Decision Reference DRN5805658
23 Oct 2018 R. Raphael & Sons Plc Not upheldBanking and creditMrs B complains R. Raphael & Sons Plc (trading as Raphaels Bank) recorded a default on her credit file several years after it should have. backgroundMrs B had a credit card with Monument. In April 2004, after losing her job she experienced a period of financial dif... (3 pages)View decision -
Decision Reference DRN-3487962
27 May 2022 UK Credit Limited UpheldConsumer CreditDRN-3487962 The complaint Miss P complains that UK Credit Limited (“UK Credit”) lent to her in an irresponsible manner. What happened Miss P was given a guarantor loan by UK Credit. She borrowed £6000 in March 2020 and agreed to repay this over 60 months. When Miss P made her complaint to ... (4 pages)View decision -
Decision Reference DRN-2707817
19 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2707817 The complaint Mr G complains that NewDay Ltd lent to him irresponsibly through two credit card accounts they gave him. He feels this led to him getting into a spiral of debt and having to go onto a debt management plan. What happened In November 2013 Mr G applied for a credit c... (4 pages)View decision -
Decision Reference DRN-4581370
6 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4581370 The complaint Miss M has complained that Lloyds Bank PLC (Lloyds) provided her with an overdraft without doing the right affordability checks. She says the overdraft was unaffordable and has asked for all interest and charges incurred on the overdraft to be refunded. What happe... (4 pages)View decision -
Decision Reference DRN7617785
3 Dec 2015 Sterling Financial Security Ltd UpheldBanking and creditMr S complains that Sterling Financial Security Ltd trading as Best Solutions (Best Solutions) mismanaged a debt reduction programme (DRP). He said only minimal payments had been made to his creditors. backgroundIn around June/August 2010, Mr S entered into a DRP with ... (3 pages)View decision -
Decision Reference DRN9480639
10 Apr 2014 Santander UK Plc UpheldBanking and creditMr D complains that Santander UK Plc (trading as Cahoot) recorded a default on his credit file without notifying him. He says he thought he’d settled his account and didn’t realise the debt existed. He complains that the charges applied after he thought the account was settled are unfair... (2 pages)View decision -
Decision Reference DRN1165345
28 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditJ, a limited company, complains that Lloyds Bank PLC told it that it should take an invoice finance facility (IFF) rather than business borrowing.backgroundThe director of J says that Lloyds didn’t want to increase its borrowing facility on overdraft. She was referred to its commercial fin... (2 pages)View decision -
Decision Reference DRN-2160633
9 Sep 2020 TSB Bank plc Not upheldBanking and PaymentsDRN-2160633The complaintMs C complains that TSB Bank plc (TSB) provided poor customer service and it failed to advise her that her credit card debt had been passed on to a debt collection agency. What happenedMs C had a credit card account with TSB and was struggling to meet her monthly p... (3 pages)View decision
