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 70661 results
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Decision Reference DRN-3073023
28 Sep 2021 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3073023 The complaint Mr C complains that (Lloyds) defaulted his overdraft and sold the debt to a debt collection agency. What happened Mr C transferred his account from Lloyds to another bank in February 2020. The balance was then £2,002.80 debit. He repaid £1,000 on 27 February 2020,... (4 pages)View decision -
Decision Reference DRN-3825726
29 Nov 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3825726 The complaint Ms B complains 1Plus1 Loans Limited unfairly accepted her as the guarantor on a friend’s (‘the borrower’) loan. What happened 1Plus1 Loans provided the borrower with a loan for £3,000 in September 2017. It was repayable over 60 months. The monthly repayments were ... (5 pages)View decision -
Decision Reference DRN-5213622
16 Dec 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5213622 The complaint Mr B has complained about the high fees charged for the advice he was given to transfer his pensions by HARBOUR ROCK CAPITAL LIMITED trading as Portafina. What happened I issued my provisional decision on this complaint on 29 November 2024. The background and ... (7 pages)View decision -
Decision Reference DRN-2257174
22 Dec 2020 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2257174 The complaint Ms W complains that Vanquis Bank Limited was irresponsible when giving her a credit card and credit limit increase. She also complains about the way Vanquis treated her when it was chasing her for payments. What happened In October 2014 Ms W was successful in appl... (3 pages)View decision -
Decision Reference DRN9529343
9 Apr 2014 Marks & Spencer Financial Services plc Not upheldBanking and creditMrs T complains that Marks & Spencer Financial Services Plc trading as M&S Bank did not treat her positively and sympathetically when she told it she was in financial difficulties with debt on her credit card account. She believes it misled her about the options available to her.... (2 pages)View decision -
Decision Reference DRN7687079
10 Dec 2019 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs E complain about advice given to them by AWD Home Finance, a mortgage broker and appointed representative of Legal & General Partnership Services Limited. They say it mis-sold a mortgage and other products to them. A claims management company (CMC) brings this complaint on b... (4 pages)View decision -
Decision Reference DRN-3081908
28 Oct 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3081908 The complaint Mr E complains that Vanquis Bank Limited irresponsibly increased the credit limit on his credit card account to unaffordable levels. What happened Mr E says he opened the Vanquis account in 2018 and accepts the initial lending decision was appropriate and not unaf... (2 pages)View decision -
Decision Reference DRN3748277
2 Jul 2013 HSBC Bank plc UpheldPayment protection insurance (PPI)summary of complaintThis complaint concerns two single premium payment protection insurance (PPI) policies purchased in connection with two unsecured loans obtained in 2001 and 2005 with HSBC Bank Plc.background to complaintMiss A purchased two single premium PPI policies in connection ... (3 pages)View decision -
Decision Reference DRN4759804
6 Nov 2014 PayPal Sarl & Cie, SCA UpheldBanking and creditMr G complains that PayPal Sarl & Cie, SCA unfairly limited his account because of a linked account holding a debt that he considers to be unenforceable.backgroundMr G had an account with PayPal. Following a refund from it after a buyer dispute, that account had an outstanding bal... (2 pages)View decision -
Decision Reference DRN-5013765
23 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5013765 The complaint Mr F complains that NewDay Ltd trading as Pulse sold his debt to a third party whilst he was in a payment plan. What happened Mr F held a Pulse Mastercard (formerly Amazon Classic Mastercard) with NewDay. In November 2021 Mr F contacted NewDay and told them he ... (2 pages)View decision
