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 DRN6150842
24 Nov 2014 GE Money Home Lending Limited Not upheldPayment protection insurance (PPI)Mr D and Mr Q complain that GE Money Home Lending Limited should take account of their serious health issues and financial difficulties and write off the remaining balance of their debt with it. backgroundI set out the background to this complaint in my provisional decision. In whic... (2 pages)View decision -
Decision Reference DRN-4530592
15 Mar 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4530592 The complaint Mr W complains about the way in which his account with Specialist Motor Finance Limited (“SMF”) was settled. What happened In December 2004 Mr W entered into a credit agreement with SMF. Mr W failed to maintain the repayments on the account and in accordance with ... (2 pages)View decision -
Decision Reference DRN-4360941
21 Sep 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4360941 The complaint Mr Y complains about contact from Lantern Debt Recovery Services Ltd (Lantern) in relation to someone else’s debt. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In February 2023 Mr Y rece... (2 pages)View decision -
Decision Reference DRN4830864
9 Feb 2018 Madison CF UK Limited Not upheldBanking and creditMr B complains that Madison CF UK Limited was irresponsible in granting him a loan.backgroundIn October 2015 Mr B took out a loan with Madison for £1,500 over a term of 18 months. The reason given to Madison by Mr B was that he wished to consolidate borrowings. M... (2 pages)View decision -
Decision Reference DRN0515009
22 Jul 2015 Firstplus Financial Group Plc UpheldBanking and creditMr and Mrs L complain that Firstplus Financial Group Plc (Firstplus) mis-sold them a loan that runs past Mr L’s retirement age. They say Firstplus didn’t explain the impact of this at the time and now they have a debt that they won’t be able to afford to repay – wh... (3 pages)View decision -
Decision Reference DRN9028502
7 Apr 2017 Bank of Scotland Plc Not upheldBanking and creditMr A has complained that Bank Of Scotland plc (trading as Halifax) made a mistake when it decided to close his current account and register a default of his overdraft debt. Mr A also says Halifax sent the letters about the default to the wrong address and he is ver... (2 pages)View decision -
Decision Reference DRN3908931
9 Aug 2016 Valour Financial Management Limited Not upheldBanking and creditMr R complains that Valour Financial Management Limited gave him unsuitable and misleading advice when entering into a debt management plan.A claims management company is representing Mr R in bringing his complaint. But for ease of reading, I’ll refer to all submissio... (2 pages)View decision -
Decision Reference DRN8351689
10 Feb 2014 Santander UK Plc Not upheldBanking and creditMr W complains that Santander UK plc is unfairly asking him to repay a debt under a personal guarantee that he says should have been cancelled some time ago. Mr W wants the bank to release him from any responsibility for the debt and pay him compensation for the way it has handled the com... (2 pages)View decision -
Decision Reference DRN-3089981
20 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3089981 The complaint Mr G complains that NewDay Ltd trading as Aqua is holding him responsible for an account that he didn’t open. What happened Mr G says that he received a letter in January 2020 from debt collectors about borrowing of £976 on an account in his name with NewDay. He s... (3 pages)View decision -
Decision Reference DRN-4555601
12 Jan 2024 Everyday Lending Limited Not upheldConsumer CreditDRN-4555601 The complaint Mr M complains that Everyday Lending Limited trading as Everyday Loans irresponsibly gave him a loan that he couldn’t afford. For simplicity I will refer to the business as ‘Everyday’ during this decision. Mr M is represented in this complaint. For simplicity I wi... (3 pages)View decision
