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 70502 results
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Decision Reference DRN-2541234
14 Feb 2021 Hoist Finance UK Limited Not upheldConsumer CreditDRN-2541234 The complaint Mrs T makes a number of complaints about Hoist Finance UK Limited following a debt it bought. What happened Mrs T says Hoist says it bought her debt from a business I will call “B”. She says Hoist can’t prove the debt is enforceable or that the correct assignment ... (2 pages)View decision -
Decision Reference DRN5573471
15 Jan 2015 Lloyds Bank PLC Not upheldBanking and creditMrs B complains that Lloyds Bank PLC sold an account it says she is responsible for to a debt collector. She says the account isn’t hers. Mrs B is represented by her husband, Mr B.backgroundLloyds’ records show that in 2005 Mrs B opened a joint account with Mr B. At the time she wasn’t ma... (2 pages)View decision -
Decision Reference DRN0657876
2 Nov 2017 Santander UK Plc Not upheldBanking and creditMrs H complains that she is being pursued for a debt which was written off by Santander UK Plc.backgroundMrs H held a credit card account with Santander. A debt collection company called Robinson Way are pursuing her for payment. She says that the debt was written of... (2 pages)View decision -
Decision Reference DRN7592104
9 Jun 2016 Hillesden Securities Limited Not upheldBanking and creditMr T complains that Hillesden Securities Limited (trading as dlc) wrongly asked him to pay a debt he knows nothing about.backgroundMr T says that dlc contacted him about a debt and, even though he said he did not admit liability for the debt and that it was statut... (2 pages)View decision -
Decision Reference DRN0946896
10 Oct 2019 Santander UK Plc Not upheldBanking and creditMiss T complains Santander UK Plc has treated her unfairly while she’s been unwell. The bank’s approach has impacted on her health.backgroundMiss T had an arrangement to pay Santander £1 each month towards her loan and credit card accounts. It’d been in place for a number of years. Miss S ... (3 pages)View decision -
Decision Reference DRN-4860977
1 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4860977 The complaint Mr S complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest and charges applied to his accounts refunded along with compensatory interest and any adverse information removed from his credit file. Mr S is represe... (4 pages)View decision -
Decision Reference DRN1224549
26 Oct 2016 Santander UK Plc Not upheldBanking and creditMr S complains that Santander UK Plc unfairly expected him to repay a debt which he believed to have been written off.backgroundMr S owed money to Santander for a credit card debt. The debt was placed by Santander with a collections agent, but Mr S says that the coll... (2 pages)View decision -
Decision Reference DRN-5415818
28 Mar 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5415818 The complaint Mr B complains that PRA Group (UK) Limited (PRA) are pursuing him for a debt he doesn’t recognise and says they haven’t shown he is liable for. What happened The debt stems from a credit card account with a firm I’ll refer to as B. In October 2021, B sold the a... (5 pages)View decision -
Decision Reference DRN6558456
9 Jul 2014 Lloyds Bank PLC UpheldPayment protection insurance (PPI)This complaint is made by Mr J about a payment protection insurance (PPI) policy he says Lloyds Bank PLC (“Lloyds”) mis-sold to him and the compensation Lloyds has offered to pay to him in relation to the policy.backgroundIn July 2011 Lloyds made an offer to settle Mr J’s complaint reg... (3 pages)View decision -
Decision Reference DRN-3074432
28 Sep 2021 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-3074432 The complaint Mr M has complained that Link Financial Outsourcing Limited are chasing him for a debt which he believes he doesn’t owe. What happened This complaint is about a current account overdraft debt that was sold from the original creditor to a new company in September 2... (3 pages)View decision
