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 71923 results
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Decision Reference DRN9774297
9 Jul 2019 Shop Direct Finance Company Limited UpheldBanking and creditMrs S complains that Shop Direct Finance Company Limited registered a debt management plan on her credit file when they should’ve registered a default. She says that, because of this, her credit will be affected far longer than if a default had been registered.Mrs S wants Shop Direct Finan... (3 pages)View decision -
Decision Reference DRN-3132233
29 Oct 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3132233 The complaint Mr J complains that NewDay Ltd trading as Aqua has registered a default against his account without contacting him to set up a repayment plan. What happened Mr J contacted Aqua on 11 December 2019 to inform them he was suffering financial difficulties due to a per... (4 pages)View decision -
Decision Reference DRN0646613
10 Mar 2015 Cabot Financial (UK) Limited Not upheldBanking and creditMr and Mrs R complain that Cabot Financial (UK) Limited is chasing them for money they don’t owe.backgroundMr and Mrs R were repaying debts via a debt management company. But they ended the arrangement, because it cost too much. Mr and Mrs R didn’t realise that the plan included payment... (2 pages)View decision -
Decision Reference DRN1243706
17 Mar 2016 Santander UK Plc Not upheldBanking and creditMrs L complains that Santander UK Plc didn’t contact her about a debt for several years. She asks that Santander apologises and writes off the debt.backgroundMrs L took out a loan with Santander in 2000. She had financial difficulties and made payments through a d... (2 pages)View decision -
Decision Reference DRN6203649
13 Apr 2016 Legal & General Partnership Services Limited UpheldBanking and creditThis complaint is about a mortgage arranged for Mr and Mrs P by an adviser connected with Legal & General Partnership Services Limited (L&G).Mr and Mrs P feel the new mortgage they took out wasn’t suitable for them and they weren’t properly advised about debt... (3 pages)View decision -
Decision Reference DRN5956602
8 Aug 2014 Lloyds Bank PLC Not upheldBanking and creditMr A complains that Lloyds Bank PLC didn’t update his credit file to show that he had completed in full the payments he needed to make under an individual voluntary arrangement (IVA). He would like Lloyds to compensate him for its failure to do so.our initial conclusionsThe adjudic... (2 pages)View decision -
Decision Reference DRN-2522022
28 Jan 2021 Lowell Financial Ltd Not upheldBanking and PaymentsDRN-2522022 The complaint Mr M complains about Lowell Financial Ltd’s actions when seeking to recover a debt. Mr M says Lowell has failed to show the debt it is seeking to collect was taken out by him. Mr M also complains that Lowell failed to treat him fairly despite being aware of his ci... (3 pages)View decision -
Decision Reference DRN4901722
4 Apr 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs S complained that the mortgage advice they received from Legal & General Partnership Services Limited (L&G) was unsuitable.background In July 2007, Mr and Mrs S met a mortgage adviser. They wanted to remortgage, and consolidate debts so they had more ... (3 pages)View decision -
Decision Reference DRN-3095683
1 Nov 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3095683 The complaint Mr B complained that Bank of Scotland plc (“BoS”) had decided to make a refund from an old credit card account that was closed many years ago. But instead of paying the money to him, BoS paid it to the company that had bought this debt from BoS. What happened Mr B... (3 pages)View decision -
Decision Reference DRN-4559809
9 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4559809 The complaint Mr P says Barclays Bank UK PLC are harassing him to repay a debt for an overdraft. What happened In April 2023 Mr P got in touch with our service and said Barclays had been harassing him to repay an overdraft debt for £377.28. Mr P wanted Barclays to stop using de... (2 pages)View decision
