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 74386 results
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Decision Reference DRN4059886
15 Mar 2016 Arrow Global Limited Not upheldBanking and creditMr C feels that Arrow Global Limited (Arrow) hasn’t treated him fairly over a debt.backgroundMr C has a debt which originated from another firm which Arrow took responsibility for. Arrow has at times outsourced the management of this debt to other parties. Mr C ha... (2 pages)View decision -
Decision Reference DRN3583951
6 Jun 2014 Debt Connect (U.K.) Limited UpheldBanking and creditMs F complains that Debt Connect (U.K.) Limited ‘Debt Connect’ has not refunded her money she was due back for cancelling a debt management plan.backgroundMs F had a debt management plan with Debt Connect which she cancelled. She says she had paid Debt Connect money but it did not make p... (2 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 -
Decision Reference DRN3276231
15 Aug 2014 Shop Direct Finance Company Limited Not upheldPayment protection insurance (PPI)Mrs A’s complaint is about the amount of compensation she should receive from Shop Direct Finance Company Limited (“Shop Direct”). Mrs A believes she should receive all of the redress payable directly to her.backgroundMrs A complained about a regular premium payment protection insurance ... (3 pages)View decision -
Decision Reference DRN0870155
23 Sep 2015 Motormile Finance UK Limited Not upheldBanking and creditMr H complains that Motormile Finance UK Limited is chasing him for a debt he owes another business.backgroundMr H had taken payday loans and made arrangements for these to be repaid through a debt management company. But there were problems with the debt management... (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-3905295
18 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3905295 The complaint Mrs H complains that HSBC UK Bank Plc passed her data to a third-party debt collector unlawfully, without her consent. She also complains that HSBC did not handle her complaint correctly. What happened Mrs H had a credit card with HSBC. In 2014, HSBC said the acco... (7 pages)View decision -
Decision Reference DRN-5563997
27 May 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5563997 The complaint Mrs L complains that Bank of Scotland plc trading as Halifax has acted unfairly by selling an outstanding debt in her name. What happened Mrs L had an outstanding loan with Halifax. Due to her personal circumstances, Halifax agreed a reduced repayment plan. Mrs... (2 pages)View decision -
Decision Reference DRN4822689
2 May 2018 Home Retail Group Card Services Limited Not upheldBanking and creditMr W complains that Home Retail Group Card Services Limited offset a refund of fees due to him against an outstanding balance he believed had been settled by an earlier full and final settlement agreement.backgroundMr W held a store card issued by Home Retail Group. He fe... (2 pages)View decision -
Decision Reference DRN5967546
24 Sep 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs H complain about a lack of support and understanding from Lloyds Bank PLC when they told it about a drop in their household income, caused by Mrs H becoming very seriously ill and unable to work during her treatment.background Mrs H was unfortunately diagnosed with cancer, in De... (5 pages)View decision
