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 70661 results
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Decision Reference DRN0622437
19 Apr 2013 Santander Cards UK Limited Not upheldBanking and creditMr B complains that Santander Cards unreasonably passed his debt to a debt collection agency.our initial conclusionsThe adjudicator did not recommend that the complaint be upheld. She said that Santander had been entitled to pass Mr B’s debt to debt collectors when he missed a num... (2 pages)View decision -
Decision Reference DRN-5091011
28 Nov 2024 Aro Finance Limited UpheldMortgagesDRN-5091011 The complaint Mr W has complained that Aro Finance Limited mis-sold him a second charge mortgage in 2021. Mr W has said that the mortgage was unaffordable, has made his situation worse, and he considers Aro took advantage of him when he was desperate for help. What happened ... (4 pages)View decision -
Decision Reference DRN-2541234
14 Feb 2021 Hoist Finance UK Limited Not upheldConsumer CreditDRN-2541234 The complaint Mrs T makes a number of complaints about Hoist Finance UK Limited following a debt it bought. What happened Mrs T says Hoist says it bought her debt from a business I will call “B”. She says Hoist can’t prove the debt is enforceable or that the correct assignment ... (2 pages)View decision -
Decision Reference DRN5139741
1 Aug 2018 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs A are complaining that Nationwide Building Society (“Nationwide”) has used the Payment Protection Insurance (“PPI”) commission compensation it offered them on a loan to reduce their outstanding debt on that loan.backgroundIn 2013, Mr and Mrs A complained ... (3 pages)View decision -
Decision Reference DRN1712464
26 Nov 2015 MKDP LLP Not upheldBanking and creditMs S complains that MKDP LLP has treated her unfairly in relation to a credit card debt.backgroundIn April 2014 MKDP told Ms S it was the new owner of a credit card debt she had with a third party. It also sent her a letter dated 10 April 2014, signed “for and ... (3 pages)View decision -
Decision Reference DRN1224549
26 Oct 2016 Santander UK Plc Not upheldBanking and creditMr S complains that Santander UK Plc unfairly expected him to repay a debt which he believed to have been written off.backgroundMr S owed money to Santander for a credit card debt. The debt was placed by Santander with a collections agent, but Mr S says that the coll... (2 pages)View decision -
Decision Reference DRN6184146
30 Apr 2015 Robinson Way Limited Not upheldBanking and creditMs P complains that Robinson Way Limited (RWL) is asking her to pay a debt which does not belong to her. backgroundRWL contacted Ms P in March 2014 regarding two debts she had with her bank. One was in the sum of £956.76. The other outstanding amount was £608.5... (2 pages)View decision -
Decision Reference DRN-5322571
24 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5322571 The complaint Ms O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted her two bank accounts, credit card account and loan account after she entered into a debt arrangement scheme. What happened I issued a provisional decision on this complaint last mon... (3 pages)View decision -
Decision Reference DRN-3625229
20 Sep 2022 Experian Limited Not upheldConsumer CreditDRN-3625229 The complaint Miss B has complained that Experian Limited won’t remove some defaults from her credit file. What happened This complaint surrounds several defaulted accounts being reported on Miss B’s credit file by the company who now owns the debts. In view of Miss B’s health ... (2 pages)View decision -
Decision Reference DRN6558456
9 Jul 2014 Lloyds Bank PLC UpheldPayment protection insurance (PPI)This complaint is made by Mr J about a payment protection insurance (PPI) policy he says Lloyds Bank PLC (“Lloyds”) mis-sold to him and the compensation Lloyds has offered to pay to him in relation to the policy.backgroundIn July 2011 Lloyds made an offer to settle Mr J’s complaint reg... (3 pages)View decision
