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 DRN-5077072
20 Nov 2024 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5077072 The complaint Mr D has complained about Lowell Portfolio I Ltd taking a regularly scheduled token payment while their contact was on hold. What happened This complaint surrounds a credit card account which was taken out in 1996, defaulted in 2003, and was eventually purchase... (3 pages)View decision -
Decision Reference DRN7667723
15 Feb 2017 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc sold him a mortgage that he couldn’t afford. He asks for compensation. backgroundIn early 2011 Mr M took out a mortgage for £111,000 with a 14 year term. The mortgage was recommended by a mortgage broker. Mr M used the money to rep... (2 pages)View decision -
Decision Reference DRN-3095683
1 Nov 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3095683 The complaint Mr B complained that Bank of Scotland plc (“BoS”) had decided to make a refund from an old credit card account that was closed many years ago. But instead of paying the money to him, BoS paid it to the company that had bought this debt from BoS. What happened Mr B... (3 pages)View decision -
Decision Reference DRN-3469758
27 Jun 2022 Arrow Global Limited Not upheldConsumer CreditDRN-3469758 The complaint Mr C is unhappy that Arrow Global Limited has asked him to repay a debt without giving him evidence that he’s liable for it. What happened In May 2012 Arrow bought an outstanding debt in Mr C’s name. The debt relates to a credit card with a business I will refer t... (2 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 DRN4050799
30 Jul 2013 MBNA Limited Not upheldBanking and creditMr C, represented by Mrs C, complains that MBNA Limited (“MBNA”) sold his credit card debt to an external debt collection agency after it told him that it was prepared to accept a reduced settlement payment. backgroundMr C was unable to meet the payments on two credit card accounts he ... (2 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 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-3460117
16 Aug 2022 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-3460117 The complaint Mr G complains that Jaja Finance Limited (Jaja) withdrew the direct debit facility for his credit card without advising him. That he was unaware of debts on the card or of the debt being sold on. He would like his credit file amended and compensation for the inc... (2 pages)View decision -
Decision Reference DRN7792896
2 Dec 2014 Lloyds Bank PLC Not upheldBanking and creditMr L complains that Lloyds Bank PLC went back on assurances it gave him about how he could deal with his bank accounts, defaulting and closing his current account without telling him. backgroundMr L held his personal banking with Lloyds and also had business banking with Lloyds in res... (3 pages)View decision