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 71745 results
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Decision Reference DRN-2836349
24 Jun 2021 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-2836349 The complaint Mrs N has complained about Lowell Portfolio I Ltd, saying they harassed her for unenforceable debts and falsely reported things on her credit file. What happened This complaint regards a consumer credit account that was bought by Lowell in 2016. For some years, Mr... (2 pages)View decision -
Decision Reference DRN7130954
18 Sep 2017 Hoist Finance UK Limited Not upheldBanking and creditMrs C complains that she’s being wrongly pursued for debts by Hoist Finance UK Limited (Hoist). backgroundMrs C had been making monthly payments to Hoist in respect of three separate debts via a Debt Management Plan for a number of years. But she’s recently been ... (2 pages)View decision -
Decision Reference DRN2890680
26 Jun 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs M complain that Legal & General Partnership Services Limited mis-sold a mortgage to them. Mr and Mrs M are represented by a solicitor, which I will call A.background In 2006 L&G recommended a mortgage to Mr and Mrs M. It also recommended they con... (4 pages)View decision -
Decision Reference DRN-5543371
16 May 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5543371 The complaint Miss C complains that PRA Group (UK) is unfairly reporting adverse information to Credit Reference Agencies (“CRAs”). What happened Miss C held a credit card account with a bank I’ll refer to as “B”. She experienced some difficulty in maintaining repayments, a... (3 pages)View decision -
Decision Reference DRN7045165
9 May 2017 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr L isn’t happy with the offer The Royal Bank of Scotland Plc (RBS) made to resolve his payment protection insurance (PPI) mis-sale complaint. backgroundMr L took out 7 loans with RBS between 2003 and 2007. He had a PPI policy attached to each loan. Mr L complained ... (3 pages)View decision -
Decision Reference DRN2830779
13 Aug 2015 MBNA Limited Not upheldBanking and creditMr H complains that after receiving his payment protection insurance (“PPI”) refund, he then received threatening letters and suffered belligerent and unresponsive behaviour from debt collection agencies collecting the outstanding debt on a credit card issued by MBNA Limi... (3 pages)View decision -
Decision Reference DRN-3590931
31 Aug 2022 Credit Link Account Recovery Solutions Limited Not upheldConsumer CreditDRN-3590931 The complaint Miss H has complained that Credit Link Account Recovery Solutions Limited are pursuing her for a debt which she feels they haven’t sufficiently proven she owes them. What happened This complaint surrounds a consumer credit account that was opened in 2019, and was ... (2 pages)View decision -
Decision Reference DRN-2550286
4 Mar 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2550286 The complaint D Ltd, represented by Mrs P, initially complained that Barclays Bank UK plc forced it to convert a business overdraft at 10.5% into a business loan at 20%. Mrs P later changed this, saying that the complaint was that Barclays didn’t provide assistance during finan... (4 pages)View decision -
Decision Reference DRN-4003194
31 Mar 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4003194 The complaint Miss W is unhappy about the way that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) has handled the outstanding balance on her credit card account. Miss W wants Tesco to write the outstanding debt off or pay significantly more compensation than it’s offe... (3 pages)View decision -
Decision Reference DRN0741491
9 Feb 2018 Asset Collections & Investigations Limited Not upheldBanking and creditMr S complains about the sale of a debt he owed to Asset Collections and Investigations Limited (ACI). He says ACI failed to conduct due diligence before it bought his debt. backgroundMr S took out a loan in January 2015 with a third party, L. He missed some repaymen... (3 pages)View decision
