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 69710 results
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Decision Reference DRN9063648
15 Mar 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMr D complains that Lowell Portfolio I Ltd (the business) did not tell him that it had purchased his account from the previous owner. He says that he made payments to the previous owner that the business had not credited to his account and that a default had been r... (2 pages)View decision -
Decision Reference DRN5279508
15 Dec 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Ms F isn’t happy with how Capital One (Europe) plc (‘Capital One’) offered to resolve her complaint about a payment protection insurance (‘PPI’) policy attached to a credit card. backgroundMs F had a credit card with Capital One. Attached to the credit card was a ... (3 pages)View decision -
Decision Reference DRN-4023367
21 Mar 2023 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4023367 The complaint Mr B complains that Link Financial Outsourcing Limited are contacting him to repay a debt when he had an arrangement in place with the original lender. What happened Mr B had a credit card account with a third-party lender. Unfortunately, Mr B was in an accident w... (2 pages)View decision -
Decision Reference DRN3441339
21 May 2013 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc trading as Halifax increased the limit on his credit card without his consent and without telling him. This caused him to get in to financial difficulty and the bank then pressured him for repayment. He has also been misinformed about how to chang... (2 pages)View decision -
Decision Reference DRN7002239
15 Jun 2015 HSBC Bank plc UpheldBanking and creditMrs R complains that HSBC Bank Plc treated her unfairly when it: sent letters to the wrong address issued loan documents in the name of a dissolved company turned one debt in to two debts rejected loan payments instructed a debt collection agency Ideally, Mr... (2 pages)View decision -
Decision Reference DRN4622529
24 Jul 2019 Nationwide Building Society Not upheldBanking and creditMr E complains that Nationwide Building Society (“Nationwide”) sold him an unaffordable loan and that it’s treated him unfairly while he’s experienced financial difficulties. Mr E has been represented when bringing this complaint. To keep things simple I’ve referred to him and his represen... (6 pages)View decision -
Decision Reference DRN-5037714
23 Oct 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5037714 The complaint Mr G complains TransUnion International UK Limited incorrectly reported a debt on his credit file. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and th... (7 pages)View decision -
Decision Reference DRN-3182987
1 Dec 2021 Access 4 Finance Limited Not upheldConsumer CreditDRN-3182987 The complaint Mr and Mrs S complain that they were mis-sold a personal loan brokered by Access 4 Finance Limited. What happened In 2015 Mr and Mrs S obtained a personal loan from a third party, secured by a second legal charge on their home. The term of the loan was 15 years. T... (6 pages)View decision -
Decision Reference DRN9373561
18 Mar 2015 Lloyds Bank PLC UpheldBanking and creditMrs E complains that Lloyds Bank PLC is holding her liable for an outstanding debt on a joint account despite not notifying her of the debt. She does not want to be held responsible for the debt. background Mrs E received a letter from Lloyds seeking repayment of a d... (2 pages)View decision -
Decision Reference DRN-4586355
27 Feb 2024 Debt Managers (Services) Limited Not upheldConsumer CreditDRN-4586355 The complaint Mr K has complained that Debt Managers (Services) Limited recorded a default on his credit file, for an account which he says was taken out fraudulently without his consent. What happened In 2018, a consumer credit account was opened in Mr K’s name at his address.... (3 pages)View decision
