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 1466 results
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Decision Reference DRN-2827530
21 May 2021 Oplo PL Ltd Not upheldConsumer CreditDRN-2827530 The complaint Mrs K complains that Oplo PL Ltd trading at the time as 1st Stop Personal Loans Limited (“1st Stop”) lent to her in an irresponsible manner. She also complains that 1st Stop failed to treat her fairly when she faced problems repaying her loan. What happened I issu... (4 pages)View decision -
Decision Reference DRN5712703
9 Aug 2019 Cabot Credit Management Group Limited Not upheldBanking and creditMiss M is unhappy with how Cabot Credit Management Group Limited went about collecting a debt on her account, and with the customer service it gave her in relation to that. background In June 2016 Cabot bought Miss M’s overdraft debt from her bank. It seems Cabot tried to contact Miss M bu... (4 pages)View decision -
Decision Reference DRN-5957368
18 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5957368 The complaint Mrs B is unhappy with her treatment by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services during a period of financial difficulties. What happened Mrs B faced a period of significant financial struggles. Due to these struggles, which were ... (4 pages)View decision -
Decision Reference DRN0366949
28 Apr 2014 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr T complains about a monthly mortgage payment protection insurance (“MPPI”) policy added to his mortgage account. He approached HSBC Bank Plc (“HSBC”) in June 2000 to arrange an equity release loan to consolidate existing debts. It was during this transaction the MPPI was added to his ... (4 pages)View decision -
Decision Reference DRN8865946
6 Sep 2017 Barclays Bank Plc UpheldBanking and creditMr P complains that Barclays Bank Plc hasn’t compensated him enough for the poor service he has experienced when trying to deal with his bank accounts and his overdraft. He feels it’s been unwilling to help him. Mr P is unhappy and says he’s suffered distress and loss... (4 pages)View decision -
Decision Reference DRN-2673437
24 Jun 2021 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2673437 The complaint Mr L complains that Tesco Personal Finance PLC caused him severe financial hardship - and that they didn’t treat him fairly and sympathetically when he got into financial difficulties. He also complains about the way they communicated with him and that they wouldn... (4 pages)View decision -
Decision Reference DRN-3084613
27 Jan 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3084613 The complaint Mr W is unhappy with how Startline Motor Finance Limited dealt with his request for assistance as a result of the Coronavirus (Covid-19) pandemic. What happened In August 2018, Mr W was supplied with a used car through a hire purchase agreement with Startline. The... (4 pages)View decision -
Decision Reference DRN0974308
21 Feb 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a regular premium mortgage payment protection (“MPPI”) policy applied for in July 2007, in connection with a mortgage.The policy at the time of sale provided a monthly benefit of £750 for up to 12 months in the event of a claim for accident and sickne... (4 pages)View decision -
Decision Reference DRN-4947785
28 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4947785 The complaint A limited company, which I’ll refer to as E, complains that HSBC UK Bank Plc has failed to provide support or forbearance when fraud left E in financial difficulties. E is represented by its sole director in bringing this complaint. What happened In 2020, E too... (5 pages)View decision -
Decision Reference DRN-3465666
6 May 2022 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3465666 The complaint Mr K complains that Barclays Bank UK PLC made an irresponsible lending decision when it provided him with a loan. And it’s failed to treat him fairly when he’s later found himself in financial difficulties. What happened Mr K took out a personal loan with Barclays... (4 pages)View decision