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 DRN7169939
6 Feb 2017 Kensington Mortgage Company Limited UpheldBanking and creditMr S complains Kensington Mortgage Company Limited continued to send information to the credit reference agencies about the secured loan he had held with it despite the loan being included in his bankruptcy and the bankruptcy being discharged. He wants compensation.bac... (3 pages)View decision -
Decision Reference DRN6378535
10 Jan 2017 House & Home Care Limited Not upheldBanking and creditMr and Mrs A complain that House & Home Care Limited, trading as Immediate Financial, (“IF”), overcharged them in terms of their fees and hadn’t assisted them in paying their debtsbackgroundMr and Mrs A initially entered into a debt management plan (“DMP”) with... (2 pages)View decision -
Decision Reference DRN3759398
27 Feb 2014 Santander UK Plc UpheldBanking and creditMrs E complains that Santander UK Plc has gone back on its communication to her that a debt owed by her deceased husband (Mr E) would be written off, and has passed the debt to a collection agency without warning her. She remains unhappy with the bank’s response and wants to see a change ... (2 pages)View decision -
Decision Reference DRN8748129
17 Apr 2014 Arrow Global Limited UpheldBanking and creditMrs Q complains that Arrow Global Limited wrongly pursued her for a debt which she says she does not owe. She says the business listed a default on her credit file, causing her financial loss, distress and inconvenience, which she would like to be compensated for. backgroundIn January 1... (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-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 -
Decision Reference DRN-5578697
3 Jun 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5578697 The complaint Mr B complains Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited are harassing him to repay two debts with them. What happened I understand the two debts relate to credit card accounts with the same company – one has an outstandi... (3 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 DRN2465245
9 Sep 2019 Link Financial Outsourcing Limited Not upheldBanking and creditMs V complains that Link Financial Outsourcing Limited (Link Financial) is chasing her for a debt she doesn’t believe she owes. She would like the debt written off.backgroundMs V says that Link Financial is pursuing her for an initial debt of £6,570.89 which has now risen to £11,581.55. Sh... (3 pages)View decision -
Decision Reference DRN5218766
16 Jun 2015 Bank of Scotland Plc Not upheldBanking and creditMs R has complained that Bank of Scotland plc, trading as Halifax, is asking her to pay two credit card debts. She believes that her details have been changed without her consent which has led to the arrears.This complaint is related to another complaint Ms R ha... (2 pages)View decision