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-2301266
26 Nov 2020 Lowell Financial Ltd Not upheldConsumer CreditDRN-2301266 The complaint Mr M complains about harassment from Lowell Financial Ltd (Lowell) in relation to a debt it acquired in his name. What happened On 25 February 2019 Lowell purchased Mr M’s debt of £147.02 from another business. The original debt related to an unpaid catalogue acco... (2 pages)View decision -
Decision Reference DRN-3081882
6 Oct 2021 MBNA Limited Not upheldBanking and PaymentsDRN-3081882 The complaint Mr B complains MBNA Limited continues to report a default on his credit file despite having sold the debt to another business. What happened Mr B had a credit card with MBNA that was closed and defaulted in October 2019. MBNA reported the default and outstanding b... (2 pages)View decision -
Decision Reference DRN3418436
11 Dec 2019 MBNA Limited Not upheldBanking and creditMr A complains that MBNA Limited transferred his debt to a third party but didn’t tell it about the reduced repayment agreement that he was on at that time.background Mr A had a credit card debt with MBNA. He was making monthly payments of more than £400 but contacted MBNA in January 2018 ... (4 pages)View decision -
Decision Reference DRN-4524861
14 Aug 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4524861 The complaint Mr B complains that American Express Services Europe Limited (AESEL) closed his credit card account and cancelled the direct debt. He also complains that the management of his account was passed to a debt collection firm. What happened Mr B says that in summer... (3 pages)View decision -
Decision Reference DRN4837424
7 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMrs V complains about a debt reduction agreement that she took out with NEO Media Solutions Limited, trading as One Debt Solution. She complains that it did not pay money to her creditors as it had agreed to do and that it did not refund her money to her when she requested it to do so.ba... (2 pages)View decision -
Decision Reference DRN-3504542
22 Jun 2022 Santander UK Plc UpheldMortgagesDRN-3504542 The complaint Miss K complains that Santander UK Plc continued to report her mortgage account to the credit reference agencies after she was no longer liable for the debt following her bankruptcy. What happened Miss K took out a joint mortgage with Santander in 2006. She was de... (4 pages)View decision -
Decision Reference DRN0464078
20 May 2014 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank plc sent him a letter in August 2013 to tell him he owed it money. This was not correct as Mr C had been the victim of identity fraud, which Lloyds had known about for some time. Mr C was unhappy to receive the bank’s letter as it had previously assure... (2 pages)View decision -
Decision Reference DRN0141437
10 Dec 2020 HFC Bank Limited UpheldPayment protection insurance (PPI)Miss H’s complaint is about payment protection insurance (PPI) policies she was sold by HFC Bank Limited (HFC), associated with some loans and also an issue she has about repaying one of the loans. background Miss H took out three loans with HFC in the late 1980s early 1990s. With each loa... (6 pages)View decision -
Decision Reference DRN0899094
17 Dec 2013 Lloyds Bank PLC Not upheldBanking and creditMr J complains that Lloyds Bank PLC (previously Lloyds TSB Bank Plc) was slow to respond to his approach for a repayment arrangement on his overdraft debt and then made administrative errors in setting up the agreed arrangements. Mr J says that this caused him and his wife upset, inco... (3 pages)View decision -
Decision Reference DRN4874967
3 Aug 2016 Lowell Financial Ltd Not upheldBanking and creditMrs A complains that Lowell Financial Ltd wrongly sent a letter to her husband’s email address about a debt she had.backgroundMrs A had debts (which I shall call P and Q) with two different companies. Lowell wrote to Mrs A in 2014 to say it had purchased debt P,... (2 pages)View decision
