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 69943 results
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Decision Reference DRN3215826
17 Jul 2017 Express Gifts Ltd UpheldBanking and creditMs H complains about how Express Gifts Ltd has responded to her efforts to manage her debt to it.backgroundWhen Ms H’s circumstances changed in 2009 she realised that she wouldn’t be able to pay off a debt to Express. So she entered into a debt management plan. Altho... (2 pages)View decision -
Decision Reference DRN1943775
8 Oct 2015 Barclays Bank Plc Not upheldPayment protection insurance (PPI)Mr M is unhappy with the compensation Barclays Bank Plc (Barclays) offered to settle his complaint about the mis-sale of a payment protection insurance (PPI) policy.backgroundMr M complained to Barclays about the PPI linked to his credit card. After he had brought it to... (2 pages)View decision -
Decision Reference DRN1600770
10 Oct 2017 Santander UK Plc UpheldBanking and creditMr A complains that Santander UK Plc didn’t actively pursue him for a debt for three years. He says this meant he didn’t have an opportunity to repay it under his debt management plan (DMP).backgroundMr A took out a loan in 2009 for £8,000 with Santander. The account fel... (2 pages)View decision -
Decision Reference DRN9674814
6 Jan 2016 Hiscox Underwriting Limited Not upheldInsurance (excluding PPI)Mr and Mrs D complain Hiscox Underwriting Limited unfairly cancelled their household insurance and refused to pay their claim.backgroundMr and Mrs D took out household insurance with Hiscox in 2007. This renewed a number of times. In 2012 they made a claim for fire dam... (3 pages)View decision -
Decision Reference DRN5353874
12 Jun 2017 Robinson Way Limited UpheldBanking and creditMrs K complains that Robinson Way Limited (RWL) is harassing her to pay a debt she knows nothing about. Mrs K is represented by a relative Mr K, but I’ll refer to all submissions made on her behalf as if Mrs K had made them herself, for ease of reading. backgroundThe... (6 pages)View decision -
Decision Reference DRN5045708
3 Oct 2016 Moneyplus Group Limited UpheldBanking and creditMiss H complains about the monthly fee taken by Moneyplus Group Limited. She wants the fee refunded.backgroundThe background to this complaint and my initial conclusions, were set out in my provisional decision dated 2 August 2016; a copy of this is attached and forms... (4 pages)View decision -
Decision Reference DRN4072970
30 Sep 2016 Vincent Bond & Co. Limited UpheldBanking and creditMrs B complains that Vincent Bond and Co. Limited was wrong to provide her with a debt management plan when she could have accessed the same service for free elsewhere.Mrs B brings her complaint with the help of a claims management company (CMC). For ease of reading ... (3 pages)View decision -
Decision Reference DRN-3234510
4 Jan 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3234510 The complaint Mr M complains that Sainsbury's Bank Plc (Sainsbury’s) should have defaulted his personal loan earlier than they did. What happened In July 2018, Mr M took out a personal loan of £15,000 with Sainsbury’s. Monthly repayments were £302.15 over 60 months. The AP... (3 pages)View decision -
Decision Reference DRN-3435584
19 Jul 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3435584 The complaint Miss S complains that AvantCredit of UK, LLC have sold her debt and adverse information has been added to her credit file. What happened Miss S had a complaint against Avant for unaffordable lending upheld. Miss S agreed a repayment plan for the capital amount of ... (3 pages)View decision -
Decision Reference DRN-2489317
8 Mar 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2489317 The complaint Mr T complains about Capital One (Europe) plc (“Capital One”) in relation to its decision to issue him with a credit card. He believes that the lending was irresponsible, and he wants Capital One to refund him the interest he has paid on his debt. What happened In... (2 pages)View decision
