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 70868 results
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Decision Reference DRN-5589749
29 May 2025 Fairscore Ltd UpheldConsumer CreditDRN-5589749 The complaint Mrs F says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Mrs F took out a loan for £3,500 over 48 months from Updraft on 6 September 2024. The monthly repayments were £135.45 and the total repayable was £6,414.37. She says she shou... (4 pages)View decision -
Decision Reference DRN4817153
29 Sep 2017 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMrs K complains that Harrington Brooks (Accountants) Limited (HB) provided poor service when she took out a debt management plan. background Mrs K took out the debt management plan (DMP) in 2014. In June 2016 HB told her one of her debts was paid off. It stopped making... (2 pages)View decision -
Decision Reference DRN8234109
11 Mar 2014 Bournes Limited UpheldBanking and creditMr and Mrs Q complain about a debt management plan they entered into with Bournes Limited. They say payments were not distributed to their creditors as they expected them to be. They also complain that they were not kept updated with the progress of the plan.backgroundMr and Mrs Q enter... (3 pages)View decision -
Decision Reference DRN4299374
30 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs H complain that National Westminster Bank Plc has not dealt fairly with them concerning the repayment of their business debt, has not responded properly to their questions and will not accept their reasonable repayment proposals. backgroundMr and Mrs H were two of three par... (3 pages)View decision -
Decision Reference DRN3099438
13 Feb 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs T complain that they were mis-sold a mortgage by Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs T had a mortgage when they took advice from L&G. They also had credit cards, an unsecured loan and a substantial overdraft. Acting on advic... (2 pages)View decision -
Decision Reference DRN-4779199
20 May 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4779199 The complaint Mrs F complains about the way that Tandem Personal Loans Ltd treated her. What happened In October 2022, Mrs F contacted Tandem about her loan to say she was struggling to keep up with her repayments. Tandem agreed to a reduced repayment plan but Mrs F was unhappy... (2 pages)View decision -
Decision Reference DRN4163008
4 Nov 2015 HFC Bank Limited Not upheldPayment protection insurance (PPI)Ms M’s complaint is about the mis-sale of two payment protection insurance (PPI) policies and the way HFC Bank Limited has used the compensation it offered to put this right.backgroundIn 2013, HFC agreed to uphold Ms M’s complaint that PPI had been mis-sold on ... (2 pages)View decision -
Decision Reference DRN6691039
20 Mar 2015 C L Finance Limited Not upheldBanking and creditMiss T complains that C L Finance Limited has not been clear about the balance she owes.backgroundMiss T had a debt with a bank that was sold to CL Finance Limited. Miss T then settled a PPI complaint she had made against that bank and agreed that the settlement ... (1 page)View decision -
Decision Reference DRN-1529127
16 Sep 2020 PRA Group (UK) Limited Not upheldConsumer CreditDRN-1529127The complaintMr M disputes a debt with PRA Group (UK) Limited and feels it has treated him unfairly.What happenedPRA says it bought this debt (relating to a credit agreement) from a credit card company in February 2012 and that it is for Mr M to repay. It says after it bought th... (2 pages)View decision -
Decision Reference DRN-4104683
9 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4104683 The complaint Mrs C complains that NewDay Ltd trading as Aqua (Aqua) lent to her irresponsibly. What happened Mrs C applied for a credit card from Aqua in April 2016 and it was agreed with a limit of £300. There were subsequent increases in the limit as shown: Date Limit April... (4 pages)View decision
