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 47842 results
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Decision Reference DRN6960034
6 Nov 2020 Shop Direct Finance Company Limited UpheldBanking and creditMiss S complains that Shop Direct Finance Company Limited (“SDFC”) unfairly defaulted a catalogue shopping account in November 2017. background Miss S opened a catalogue shopping account with SDFC in March 2001. Miss S says that she was able to afford the credit and operated her account we... (3 pages)View decision -
Decision Reference DRN-4451793
13 Nov 2023 Progressive Money Limited Not upheldConsumer CreditDRN-4451793 The complaint Miss C complains that Progressive Money Limited (‘Progressive’) irresponsibly gave her a loan that she couldn’t afford in August 2017. What happened In 2017, Miss C applied for a loan with Progressive. The loan amount was £5,000, the term was 48 months and the mon... (3 pages)View decision -
Decision Reference DRN3511693
21 Oct 2019 Madison CF UK Limited Not upheldBanking and creditMiss W complains that Madison CF UK Limited (trading as 118 118 Money) recorded incorrect information on her credit file and hasn’t sent correspondence in the format she requires.background I issued my provisional decision on this case on 3 October 2019, which is attached and forms part of... (6 pages)View decision -
Decision Reference DRN-2709985
2 Aug 2021 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-2709985 The complaint Mr R complains Link Financial Outsourcing Limited have misled him into making payments for a debt they knew was unenforceable. A representative is supporting Mr R in bringing this complaint. What happened Mr R held a credit card, and his representative has said a ... (4 pages)View decision -
Decision Reference DRN7810935
5 May 2015 HSBC Bank plc Not upheldBanking and creditMr and Mrs B complain that HSBC Bank Plc wrongly pursued them for debts of a company that has been dissolved. They also complain that HSBC did not treat them fairly in connection with a mortgage.backgroundMr B was a director and shareholder in D, a limited company. ... (5 pages)View decision -
Decision Reference DRN7045688
7 Feb 2017 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr M’s complaint is about the way The Royal Bank of Scotland Plc (RBS) used the money it offered him as compensation for the sale of several payment protection insurance (PPI) policies. backgroundIn 2016 RBS upheld Mr M’s complaint that it mis-sold him PPI policies a... (2 pages)View decision -
Decision Reference DRN9106941
24 Nov 2017 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr E complains that Volkswagen Financial Services (UK) Limited (trading as SEAT Finance) handled his financial difficulty poorly when he lost his job. He says they didn’t discuss all options with him.backgroundMr E took out hire purchase agreements with SEAT Finance ... (2 pages)View decision -
Decision Reference DRN-3122921
21 Dec 2021 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-3122921 The complaint Ms H has complained about Cabot Credit Management Group Limited chasing her for a debt. What happened This complaint is about a credit card account which was opened in 2018, defaulted in 2019, and then was sold to Cabot later that year. Ms H asked Cabot for copies... (2 pages)View decision -
Decision Reference DRN-3822310
20 Feb 2023 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-3822310 The complaint Mr H has complained about The Royal Bank of Scotland Plc (RBS) using redress from a mis-sold payment protection insurance (PPI) policy to repay a debt, on the basis that the debt was written off in a sequestration. What happened Mr H, in his capacity as a sole tra... (3 pages)View decision -
Decision Reference DRN-4840790
7 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4840790 The complaint Mr A complains that Bank of Scotland plc is unfairly holding him personally liable for a loan taken out by his limited company. To resolve his complaint, he would like the bank to write off the debt. What happened Mr A told us: His limited company took out a loan... (5 pages)View decision
