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 77331 results
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Decision Reference DRN9373561
18 Mar 2015 Lloyds Bank PLC UpheldBanking and creditMrs E complains that Lloyds Bank PLC is holding her liable for an outstanding debt on a joint account despite not notifying her of the debt. She does not want to be held responsible for the debt. background Mrs E received a letter from Lloyds seeking repayment of a d... (2 pages)View decision -
Decision Reference DRN9716827
2 Jul 2015 HSBC Bank plc Not upheldBanking and creditMiss S complains that HSBC Bank plc passed on a debt to a debt collection agency which she says arose as the result of fraud on her current account. She says the bank told her she would not be held responsible for the debt.backgroundOn 16 April 2008, a cheque for... (2 pages)View decision -
Decision Reference DRN-5155337
19 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5155337 The complaint Ms L complains that NewDay Ltd (NDay) lent to her irresponsibly. What happened In March 2016, NDay agreed to give a credit card to Ms L, and then offered and applied increases in the limit as shown: Limit increase number Date Limit March 2016 (new account) £30... (4 pages)View decision -
Decision Reference DRN4447848
27 Aug 2014 Countrywide Principal Services Limited UpheldBanking and creditMr and Mrs N, represented by a claims management company, complain that they were mis-sold a mortgage by Countrywide Principal Services Limited.backgroundMr and Mrs N took advice from Countrywide on a mortgage, as they were looking to buy their first property. As they had no money for ... (2 pages)View decision -
Decision Reference DRN-3176039
10 Jan 2022 Hoist Finance UK Limited UpheldConsumer CreditDRN-3176039 The complaint Mr and Mrs S complain Hoist Finance UK Limited has said they owe money for a debt after telling them all debts had been repaid. What happened Mr and Mrs S were in a debt management plan with a company I’ll call P for 14 years. Hoist was one of the creditors. Three... (2 pages)View decision -
Decision Reference DRN-4197970
20 Jun 2023 Studio Retail Limited Not upheldConsumer CreditDRN-4197970 The complaint Miss J complains that Studio Retail Limited incorrectly sold a debit in relation to a running credit account she had with it. What happened Miss J had a running credit account with Studio. She says that it was subsequently included in a Minimal Asset Process bankr... (3 pages)View decision -
Decision Reference DRN-5938592
14 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5938592 The complaint Mr P has complained about Advantage Insurance Company Limited. He isn’t happy about the way it dealt with the cancellation of his motor insurance policy. Any reference to Advantage includes any agents that it is responsible for unless specified. What happened I... (2 pages)View decision -
Decision Reference DRN-4347629
13 Sep 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4347629 The complaint Mr R complains that a company which is now part of ReAssure Limited (ReAssure) sent him a pension payment in error in 2017. But then told him in 2020 that the money wasn’t his. ReAssure asked Mr R to repay the money in September 2020. But after his solicitor sent ... (8 pages)View decision -
Decision Reference DRN3643788
29 Sep 2016 Lowell Financial Ltd Not upheldBanking and creditMrs B complains about the way that Lowell Financial Limited has dealt with a payment that was set up in her name by her daughter. backgroundMrs B’s daughter fraudulently set up a direct debit to a third party from Mrs B’s account. The resulting debt was then sold to Low... (2 pages)View decision -
Decision Reference DRN-2709672
20 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2709672 The complaint Mr K complains that NewDay Ltd trading as Amazon Classic Card (Amazon) lent to him irresponsibly. What happened In April 2019, Amazon agreed to give Mr K a credit card with a limit of £500. The account went into arrears and was sold to a debt collection agency in ... (3 pages)View decision