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 DRN2799002
29 Mar 2019 Close Brothers Limited UpheldBanking and creditMr A complains that Close Brothers Limited (“Close Brothers”) have defaulted his finance agreement and are making charges that could have been avoided if they hadn’t made mistakes setting up his direct debit.backgroundIn October 2017 Mr A bought a phone and entered... (2 pages)View decision -
Decision Reference DRN-2465791
7 Jan 2021 NewDay Ltd UpheldConsumer CreditDRN-2465791 The complaint Mr C complains that NewDay Limited (NewDay) sold his debt to a debt collection agency without giving notice and while an agreed payment plan was in place. What happened Mr C had a loan account with NewDay and due to a change in his financial circumstances he agree... (3 pages)View decision -
Decision Reference DRN-3845555
6 Feb 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3845555 The complaint Mr W is unhappy with how Lloyds Bank PLC (Lloyds) handled his fraud claim and the closure of his account. What happened In December 2020, Mr W fell victim to a scam. He made two payments to the scammer, the first being £1,100 and the second being £399.43. Mr W rea... (8 pages)View decision -
Decision Reference DRN8335936
22 Jan 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMrs R complains that Lowell Portfolio 1 Ltd has acted inappropriately in pursuing her for a debt.Mrs R’s relative who I shall refer to as “Mr Z” represents her in this complaint.Our initial conclusionsOur adjudicator did not recommend that the complaint should be upheld.Lowell accept... (2 pages)View decision -
Decision Reference DRN-3955788
9 Feb 2023 Inclusive Finance Limited UpheldConsumer CreditDRN-3955788 The complaint Mrs S complains that Inclusive Finance Limited trading as Creditspring didn’t treat her fairly when she borrowed from it. What happened Mrs S applied for membership with Creditspring in March 2022. The membership cost £8 a month and was to last for 12 months. In t... (3 pages)View decision -
Decision Reference DRN8474234
11 Apr 2019 Link Financial Outsourcing Limited UpheldBanking and creditMr L complains that Link Financial Outsourcing Limited (“Link”) has: not treated him sympathetically given his circumstances handled his complaint poorly not responded to his letters regularly sent arrears letters when the account wasn’t in arrearsbackgroundMr L h... (3 pages)View decision -
Decision Reference DRN-4557880
16 Feb 2024 Freemans Plc UpheldConsumer CreditDRN-4557880 The complaint The estate of Mrs D complains Freemans Plc trading as Bon Prix was told the catalogue shopping account in Mrs D’s name would be closed – but was then asked to repay the balance. Mr D is representing Mrs D’s estate. What happened After Mrs D sadly passed away, Mr D... (2 pages)View decision -
Decision Reference DRN-2083039
28 Aug 2020 Lowell Portfolio I Ltd UpheldBanking and PaymentsDRN-2083039The complaintMiss L complains that Lowell Portfolio I Ltd placed a default on her credit file in relation to a debt that isn’t hers. Miss L also complains that she wasn’t sent certified copies of the original credit agreement, default notices and notice of assignment from the or... (3 pages)View decision -
Decision Reference DRN5552381
29 Sep 2016 Moneyplus Group Limited Not upheldBanking and creditMiss S complains that Moneyplus Group Limited mis-sold her a debt management plan. The complaint is brought on her behalf by a claims management company. It says Moneyplus didn’t give Miss S any alternative solutions and that bankruptcy would’ve been a better option.... (2 pages)View decision -
Decision Reference DRN3272311
27 May 2016 Cabot Financial (UK) Limited Not upheldBanking and creditMs B complains that Cabot Financial (UK) Limited is pursuing her for a debt on a store card that she says she didn’t own or use.background Ms B was being pursued in 2008 for a debt on a store card account but she says that the debt isn’t hers. The debt was assi... (2 pages)View decision