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 740 results
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Decision Reference DRN2965176
23 Sep 2014 Aviva Insurance Limited Not upheldPayment protection insurance (PPI)ComplaintMs B complains that Aviva Insurance Limited has not fully complied with our adjudicator’s recommendation that it should correct any adverse credit history registered against her as a result of its earlier refusal to pay her payment protection insurance claim. backgroundIn Februar... (2 pages)View decision -
Decision Reference DRN5235179
11 Mar 2014 East Sussex Credit Union Limited Not upheldBanking and creditMr D complains East Sussex Credit Union Limited wouldn’t give him a new loan and refused him access to his savings. He says the credit union later withdrew an offer for a smaller loan after he told it he was considering taking legal action.background Mr D needed some money due to unf... (3 pages)View decision -
Decision Reference DRN-4732486
4 Jun 2024 NHS (Scotland and North England) Credit Union Limited UpheldConsumer CreditDRN-4732486 The complaint Mrs M complains that NHS (Scotland and North England) Credit Union Limited trading as NHS Credit Union (“NHSCU”) irresponsibly agreed loans for her. What happened NHSCU agreed two loans for Mrs M. The first was taken out in May 2021, the second in November 2021. T... (11 pages)View decision -
Decision Reference DRN-5075438
30 Oct 2024 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5075438 The complaint Mr B complains that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) didn’t check he could afford a loan they agreed to. What happened In October 2023 Mr B took out a £6,000 loan with CCB. The fixed sum loan agreement was f... (3 pages)View decision -
Decision Reference DRN-5388756
19 Jun 2025 Blantyre Credit Union Limited UpheldConsumer CreditDRN-5388756 The complaint Mr H complains Blantyre Credit Union Limited didn’t tell him when there was a transfer of engagement involving his previous credit union. He’s also unhappy he received letters saying he was in arrears despite making his repayments, and that his loans were added... (2 pages)View decision -
Decision Reference DRN-5193406
8 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5193406 The complaint Miss D complains about issues she experienced when her account with Vanquis Bank Limited was closed. What happened Miss D opened a credit card account with Vanquis in March 2021. On 30 May 2023 Vanquis wrote to Miss D to advise her that the APR on the account w... (3 pages)View decision -
Decision Reference DRN1026954
11 Jun 2014 Fairshare Credit Union Limited Not upheldBanking and creditMr K complains that Fairshare Credit Union Limited unfairly withdrew the free life insurance that it had previously provided on his savings account.backgroundMr K is a long-standing saver with Fairshare. Until June 2013, Fairshare provided free life insurance to savers – which Mr K says... (2 pages)View decision -
Decision Reference DRN-4808378
22 May 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4808378 The complaint Miss R says Brent Shrine Credit Union Limited, trading as My Community Bank (MCB), irresponsibly lent to her. What happened Miss R took out a loan for £15,000 over 60 months in April 2022. The monthly repayments were £371.98 and the total repayable was £22,424.76.... (4 pages)View decision -
Decision Reference DRN-5038144
23 Sep 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5038144 The complaint Mr A is complaining about Brent Shrine Credit Union Limited trading as My Community Bank (MCB) because he says it provided him with a loan he couldn’t afford. What happened In January 2023, Mr A took out a loan for £8,500 with MCB. It was repayable over five ye... (5 pages)View decision -
Decision Reference DRN1209015
6 Mar 2018 Lisburn Credit Union Limited UpheldBanking and creditMrs M complains that Lisburn Credit Union Limited (Lisburn) mis-sold loans to her as it should have done more to assess if they were affordable for her. Mrs M would like the outstanding balance of the loans written off.backgroundI issued my provisional decision on 1... (5 pages)View decision