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 69711 results
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Decision Reference DRN3464872
12 Jul 2019 National Westminster Bank Plc UpheldBanking and creditMrs M complains about National Westminster Bank Plc (“NatWest”) for issuing a loan to her in early 2016. She says that she was struggling financially at the time and that NatWest encouraged her to take a loan which she could not realistically afford. She wants the loan to be marked as unre... (2 pages)View decision -
Decision Reference DRN0678742
10 Dec 2015 Motormile Finance UK Limited UpheldBanking and creditMr R complains about Motormile Finance UK Limited’s customer service. He says its contact with him has been excessive and aggressive. background Motormile is a debt collector. It has bought a number of Mr R’s debts. Mr R complains about Motormile’s contact with him. H... (2 pages)View decision -
Decision Reference DRN1198175
21 Nov 2018 Totemic Limited Not upheldBanking and creditMiss B complains that Totemic Limited, trading as Payplan, have cancelled her debt management plan (DMP). She wants it reinstating.backgroundMiss B entered into a DMP with Payplan in 2009 but in a review of her plan this year, Payplan told her they would be cance... (2 pages)View decision -
Decision Reference DRN3656014
23 Apr 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr H has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay him following a complaint about the sale of a payment protection insurance (“PPI”) policy.backgroundMr H took out a credit card with Capital One and took ... (2 pages)View decision -
Decision Reference DRN-3245060
14 Jan 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3245060 The complaint Mr K complains that Sainsbury's Bank Plc (Sainsbury’s) defaulted his loan and passed the debt to a debt collection agency. What happened Mr K had a loan from Sainsbury’s, and he was struggling to make the payments. In 2015, he fell behind with repayments. In... (4 pages)View decision -
Decision Reference DRN0396472
20 Mar 2015 Lowell Financial Ltd Not upheldBanking and creditMr F complains that Lowell Financial Ltd has wrongly placed a default on his credit file.backgroundMr F had a debt with his bank that he did not pay. The bank defaulted the account and recorded this on Mr F’s credit file. Mr F explains that the debt was in dispute... (1 page)View decision -
Decision Reference DRN-5193372
12 Feb 2025 Metro Bank PLC Not upheldMortgagesDRN-5193372 The complaint Mr J complains that Metro Bank PLC gave him unsuitable advice to consolidate his unsecured debts during a re-mortgage application. He says it didn’t take account of the costs associated with the increased period over which the debt was to be repaid. He also co... (6 pages)View decision -
Decision Reference DRN-2649890
6 May 2021 Zopa Bank Limited UpheldConsumer CreditDRN-2649890 The complaint Ms M complains that Zopa Bank Limited (Zopa) lent to her irresponsibly. What happened Ms M applied online for two loans from Zopa. In April 2016 Zopa gave Ms M a loan of £3,000 over 24 months. In February 2017, Zopa gave her a loan of £6,250 over 36 months as belo... (3 pages)View decision -
Decision Reference DRN6285206
1 Feb 2017 Paragon Finance Plc Not upheldBanking and creditMr O complains that Paragon Finance PLC (Paragon) is pursing him for an unenforceable debt. He wants it to return all monies paid.backgroundMr O’s credit card debt with a third party was sold onto Paragon. Mr O says that his debt is not enforceable because he hasn’... (2 pages)View decision -
Decision Reference DRN9839936
29 Jan 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMrs G complains that if she had known the level of fees charged by Harrington Brooks (Accountants) Limited (the business) for her debt management plan (DMP) she would not have entered into it. She also complains that her account has been poorly managed causing ... (2 pages)View decision
