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 121115 results
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Decision Reference DRN-3176289
24 Mar 2022 Morses Club PLC UpheldConsumer CreditDRN-3176289 The complaint Mrs W says Morses Club PLC lent to her irresponsibly. She says that the loans weren’t affordable for her and Morses should have seen this and not lent. What happened This complaint is about nine home collected loans Morses provided to Mrs W between February 2015 a... (4 pages)View decision -
Decision Reference DRN-3394091
24 Mar 2022 Mortgage Advice Bureau Limited UpheldMortgagesDRN-3394091 The complaint Miss L and Mr R complain that an appointed representative of Mortgage Advice Bureau Limited (MABL) misled them about the amount they’d be able to borrow. They had to raise money for a larger deposit at short notice. They ask for compensation for their financial lo... (3 pages)View decision -
Decision Reference DRN-3394032
24 Mar 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3394032 The complaint Mr H says J D Williams & Company Limited (“J D Williams”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid on his account be refunded. What happened This complaint is about a catalogue shopping account provided by ... (5 pages)View decision -
Decision Reference DRN-3353886
24 Mar 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3353886 The complaint Mr B complains about the quality of a car he has been financing through an agreement with Moneybarn No. 1 Limited (“Moneybarn”) and about the redress they’ve offered to put things right. What happened The details of this complaint are well known to both parties, s... (2 pages)View decision -
Decision Reference DRN-3377974
24 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3377974 The complaint Mr and Mrs H are unhappy that HSBC UK Bank Plc (trading as “First Direct”) hasn’t fully reimbursed them after they fell victim to a scam What happened I issued a provisional decision in March 2022 to explain why I thought Mr and Mrs H’s complaint should be partial... (14 pages)View decision -
Decision Reference DRN-3388743
24 Mar 2022 TSB Bank plc UpheldConsumer CreditDRN-3388743 The complaint Mrs K is unhappy with the service that she received from TSB Bank plc surrounding her request for a payment holiday on her loan account, including that TSB ultimately defaulted her account for non-payment. What happened In March 2020, the day before the scheduled ... (6 pages)View decision -
Decision Reference DRN-3288120
24 Mar 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3288120 The complaint Ms W is complaining that AvantCredit of UK, LLC irresponsibly lent to her. 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 I’ll focus on giving the reasons for my decis... (2 pages)View decision -
Decision Reference DRN-3267721
24 Mar 2022 Bank of Scotland Plc UpheldMortgagesDRN-3267721 The complaint Mr and Mrs C are unhappy with how long Bank of Scotland plc, trading as Halifax, took to consider and agree their request to extend their mortgage term and take a new fixed interest rate. What happened Mr and Mrs C have an interest only mortgage with Halifax that ... (8 pages)View decision -
Decision Reference DRN-3390741
24 Mar 2022 Bank of Scotland Plc UpheldConsumer CreditDRN-3390741 The complaint Mr H complains Bank of Scotland plc (BoS) failed to respond to his initial request for a payment deferral, later declined his subsequent request and then placed his loan in default. What happened Mr H took a loan through BoS in June 2019. He maintained his monthly... (3 pages)View decision -
Decision Reference DRN-3293286
24 Mar 2022 Marshmallow Financial Services Ltd UpheldInsuranceDRN-3293286 The complaint Mr M complains that he hasn’t received a refund of the initial payment he made to Marshmallow Financial Services Ltd for his car insurance policy, even though he cancelled the policy in November 2020. What happened Mr M had car insurance arranged through Marshmall... (3 pages)View decision
