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 119142 results
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Decision Reference DRN-3364111
10 Mar 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3364111 The complaint Mr A has complained that HSBC UK Bank Plc recorded him as being in arrears when he was on a payment holiday. What happened In 2020, Mr A was put on furlough, so he arranged a payment holiday for his HSBC loan. However, HSBC recorded one of his payment holiday mont... (3 pages)View decision -
Decision Reference DRN-3350767
10 Mar 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3350767 The complaint Mr N complains that Loans 2 Go Limited lent to him in an irresponsible manner. What happened Mr N suffers from a serious mental health illness. He has been assisted in making his complaint by members of his community medical team. But in this decision, for ease, I... (4 pages)View decision -
Decision Reference DRN-3363863
10 Mar 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3363863 The complaint Mrs A complains Marks & Spencer Financial Services Plc (M & S) reported missed payments and a default on her credit card account, despite a payment deferral having been agreed. What happened Mrs A holds a credit card account with M & S. Due to the fina... (4 pages)View decision -
Decision Reference DRN-3363870
10 Mar 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3363870 The complaint Mr B has complained that Madison CF UK Limited trading as 118 118 Money was irresponsible in lending to him. What happened 118 118 Money provided Mr B with the following loans: Date taken Total Loan Term Monthly repayment Amount Borrowed Date repaid Loan 1 24/06/1... (4 pages)View decision -
Decision Reference DRN-3018405
10 Mar 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3018405 The complaint Mr B has complained that Tesco Personal Finance PLC rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr B bought solar panels for his home in 2017. The purchase was part-funded by his Tesco credit card. Tesco is therefo... (2 pages)View decision -
Decision Reference DRN-3291711
10 Mar 2022 Allianz Insurance Plc UpheldInsuranceDRN-3291711 The complaint Mr M complains about how Allianz Insurance Plc have dealt with a claim he made under his pet insurance policy. What happened Mr M has a dog, who I’ll refer to as P. In July 2020 P suffered an injury to the cruciate ligament on its left hind leg. Mr M made a claim ... (4 pages)View decision -
Decision Reference DRN-3337931
10 Mar 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3337931 The complaint Mr C complains about the actions of John Lewis Financial Services Limited when he was tricked into making a payment on his credit card as a result of a scam. What happened In April 2019 Mr C made a payment on his credit card of £765.21 (with £21.04 in fees) to a m... (4 pages)View decision -
Decision Reference DRN-3093390
10 Mar 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3093390 The complaint Mr G complains that a new car he purchased with the assistance of finance from Santander Consumer (UK) Plc trading as Santander Consumer Finance has been misrepresented to him. What happened Mr G made enquiries in July 2020 with a car dealership to purchase a use... (3 pages)View decision -
Decision Reference DRN-3363695
10 Mar 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3363695 The complaint Miss M complains that National Westminster Bank Plc (NWB) lent irresponsibly when providing her with a personal loan. What happened In November 2020, Miss M applied to NWB online for a loan of £5,250. The application details recorded by NWB show the purpose of the... (3 pages)View decision -
Decision Reference DRN-3201149
10 Mar 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3201149 The complaint Mrs P complains that J D Williams & Company Limited irresponsibly gave her credit she couldn’t afford to repay. What happened In April 2016, Mrs P opened a J D Williams catalogue shopping account. She was given an initial credit limit of £175 which was increas... (3 pages)View decision
