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 69825 results
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Decision Reference DRN-2695487
14 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2695487 The complaint Mr W complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr W applied for a credit card from Aqua. This was approved on 1 May 2016 with a limit of £600. The limit was unchanged. In September 2018, Aqua sent Mr W a Notice of De... (2 pages)View decision -
Decision Reference DRN9650226
5 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr F complains Bank of Scotland plc should write off a debt as it is now unenforceable because it is statute barred.backgroundMr F took out a loan with a business for which Bank of Scotland is responsible. He says he was then involved in an accident as a result of which he was no long... (1 page)View decision -
Decision Reference DRN4097355
15 Sep 2017 United Kash Limited Not upheldBanking and creditMr M complains that United Kash Limited is chasing him for a debt he feels he doesn’t owe. He’s assisted in bringing this complaint by a family member - but for ease of reading I’ll refer to Mr M throughout.backgroundMr M tells us he took out a payday loan for £1... (2 pages)View decision -
Decision Reference DRN6378535
10 Jan 2017 House & Home Care Limited Not upheldBanking and creditMr and Mrs A complain that House & Home Care Limited, trading as Immediate Financial, (“IF”), overcharged them in terms of their fees and hadn’t assisted them in paying their debtsbackgroundMr and Mrs A initially entered into a debt management plan (“DMP”) with... (2 pages)View decision -
Decision Reference DRN-2641471
2 Mar 2021 Progressive Money Limited UpheldConsumer CreditDRN-2641471 The complaint Mr H complains that Progressive Money Limited (PML) acted irresponsibly when approving a loan for him. What happened Mr H says he was approved a loan by PML in December 2015 although at that time he was already in financial difficulties and had various debts elsew... (4 pages)View decision -
Decision Reference DRN6194037
11 Jul 2016 NRAM plc Not upheldBanking and creditMrs W complains that NRAM plc has refused to give her anything to show that it has contacted her ex-partner about contributing towards the debt he holds in joint names with her.Mrs W says that for the last 7 years she had been paying their mortgage on my own and ... (2 pages)View decision -
Decision Reference DRN1648962
2 Nov 2017 Lloyds Bank PLC Not upheldBanking and creditMiss B complains that Lloyds Bank PLC has notified her that it will pass her overdraft debt to its recoveries section which will result in a default being placed on her credit file.backgroundMiss B opened a student account in December 2015 with an agreed overdraft ... (2 pages)View decision -
Decision Reference DRN3448977
9 May 2013 Home Retail Group Card Services Limited UpheldBanking and creditMrs M complains that Home Retail Group Card Services Limited refuses to suspend interest and charges on her store card debt which means the money she pays in each month under her agreed repayment plan reduces the outstanding balance by only a small amount.backgroundThe adjudicator recom... (2 pages)View decision -
Decision Reference DRN-2043556
16 Sep 2020 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2043556The complaintMiss G complains that Provident Personal Credit Limited trading at the time as ‘Satsuma’ allowed her to continue to make repayments on her loan, despite it having sold the debt on to a third party. She is unhappy that a default was added to her account on 16 Septemb... (3 pages)View decision -
Decision Reference DRN6382861
24 Jun 2015 Provident Personal Credit Limited Not upheldBanking and creditMr M complains that Provident Personal Credit Limited has told him the wrong outstanding balance on his account. backgroundMr M asked a charity to help him with his debts and he set up a debt management plan. He says that Provident told the charity that the total ... (1 page)View decision
