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 120436 results
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Decision Reference DRN-3609960
29 Jul 2022 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-3609960 The complaint The estate of Mrs S complains Cabot Credit Management Group Limited did not treat Mrs S fairly when seeking repayment of debts they held in her name. Mrs S’ estate is represented by Mrs W. What happened Mrs S had two accounts held by Cabot. She was using a Debt Ma... (6 pages)View decision -
Decision Reference DRN-3616551
29 Jul 2022 National Westminster Bank Plc UpheldMortgagesDRN-3616551 The complaint Mr B complains that he paid off his mortgage with National Westminster Bank Plc but the payment was mislaid between NatWest, the mortgage provider, and his own bank What happened Mr B had a mortgage with NatWest and wanted to pay it off in full. Mr B wrote a chequ... (3 pages)View decision -
Decision Reference DRN-3421874
29 Jul 2022 Citibank UK Limited UpheldBanking and PaymentsDRN-3421874 The complaint Mrs K complains that Citibank UK Limited won’t refund the money she lost when she was the victim of a scam. What happened Mrs K’s husband was looking for alternative investments and came across an investment company while searching online. After speaking to the in... (3 pages)View decision -
Decision Reference DRN-3474004
29 Jul 2022 NewDay Ltd UpheldConsumer CreditDRN-3474004 The complaint Mr M complains that NewDay Ltd trading as AO Finance allocated payments to his accounts in way that disadvantaged him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so in... (2 pages)View decision -
Decision Reference DRN-3611770
29 Jul 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3611770 The complaint Mr D and Ms G complain HSBC UK Bank Plc trading as first direct bank (FD) wrongly calculated interest on their mortgage account at redemption and delayed reimbursing an overpayment they’d made. And they’re unhappy about the time it took FD to release their charge ... (4 pages)View decision -
Decision Reference DRN-3480996
29 Jul 2022 Amtrust Europe Limited UpheldInsuranceDRN-3480996 The complaint Mrs A complains about Amtrust Europe Limited’s handling of her legal expenses insurance claim. Where I refer to Amtrust, this includes their agents and claims handlers. What happened The detailed and lengthy background to this complaint is well known to both parti... (3 pages)View decision -
Decision Reference DRN-3592189
29 Jul 2022 IG Index Limited UpheldInvestmentsDRN-3592189 The complaint Mr J’s complaint concerns spread betting accounts held with IG Index Limited. He says he was wrongly categorised as a professional client, then pressured to refer new clients to IG and trade on their accounts using monies solicited from these clients. What happene... (5 pages)View decision -
Decision Reference DRN-3617605
29 Jul 2022 G.R. Finance Limited UpheldConsumer CreditDRN-3617605 The complaint Mrs M complains G.R. Finance Limited provided her with loans that she couldn’t afford to repay because at the time she had loans with other high cost credit providers. What happened Mrs M has complained about 16 home collected loans advanced between June 2015 and ... (15 pages)View decision -
Decision Reference DRN-3609560
29 Jul 2022 Skyline Direct Limited UpheldConsumer CreditDRN-3609560 The complaint Mr K complains that Skyline Direct Limited (Skyline) gave him loans he couldn’t afford to repay. What happened Mr K took at least 10 home collected loans between January 2015 and January 2017. I’ve included some of the information we’ve received about these loans ... (12 pages)View decision -
Decision Reference DRN-3614638
29 Jul 2022 NewDay Ltd UpheldConsumer CreditDRN-3614638 Complaint Ms C has complained that NewDay Ltd (trading as “Marbles”) irresponsibly provided her with an unaffordable credit card and loan. She’s said she’d already had difficulty repaying what she owed and shouldn’t have been lent to. Background Ms C was provided with a Marbles... (5 pages)View decision
