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 77095 results
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Decision Reference DRN-4900062
6 Sep 2024 Experian Limited Not upheldConsumer CreditDRN-4900062 The complaint Mr L complains about negative information recorded on his credit file with Experian Limited. What happened A business I’ll refer to as P is recording a default on Mr L’s credit file in relation to a closed credit card. The original debt came about by way of a ... (2 pages)View decision -
Decision Reference DRN-2802595
29 Jun 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2802595 The complaint Mrs M complains that MBNA Limited (MBNA) lent to her irresponsibly. What happened In June 2015, Mrs M applied for a credit card with MBNA on a balance transfer offer. This was agreed with a limit of £4200. There were two limit increases and several declined reques... (3 pages)View decision -
Decision Reference DRN-3951191
20 Feb 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3951191 The complaint Mrs K is a sole trader. She complains that HSBC UK Bank Plc applied interest to her overdraft over a long period of time, which accumulated a debt which it then pressured her to clear, without providing reasonable support. What happened Mrs K had an overdraft with... (3 pages)View decision -
Decision Reference DRN7062545
28 Nov 2016 Angel Advance Limited Not upheldBanking and creditMrs K, represented by a claims management company (CMC), complains that Angel Advance Limited (the business) advised her to enter into a debt management plan (DMP) when an individual voluntary arrangement (IVA) would have been more suitable. She also complains that she was... (2 pages)View decision -
Decision Reference DRN-5186894
10 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5186894 The complaint Mr and Mrs M complain that Bank of Scotland plc continue to pursue them for a mortgage debt after Mr M’s bankruptcy. What happened Mr and Mrs M have had a joint mortgage with Bank of Scotland (BoS) for some time. In 2012, Mr M was declared bankrupt. He was late... (3 pages)View decision -
Decision Reference DRN-3904057
27 Jan 2023 Oplo PL Ltd UpheldConsumer CreditDRN-3904057 Complaint Mrs J has complained that Oplo PL Ltd (“Oplo”), amongst other things, unfairly continued adding interest, fees and charges to her loan after she lost her job and went into a debt management plan. Background Oplo provided Mrs J with a loan for £10,000.00 in May 2017. T... (7 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 DRN7096646
31 Dec 2018 Prac Financial Limited Not upheldBanking and creditMr K is unhappy with how PRAC Financial Limited (PRAC) pursued him for a debt which he thought was settled. PRAC generally acted through its legal representative – but for ease, I’ve just referred to PRAC in my decision. backgroundIn January 2017, a lender wrote t... (4 pages)View decision -
Decision Reference DRN-2587048
17 Feb 2021 Nationwide Building Society UpheldMortgagesDRN-2587048 The complaint Mrs P complains that Nationwide Building Society gave her false hope that following a successful payment arrangement, her arrears could be capitalised. This turned out not to be the case and as a result Mrs P has suffered distress and financial impact. What happe... (3 pages)View decision -
Decision Reference DRN2516348
5 Mar 2015 Black Horse Limited Not upheldBanking and creditUnder the rules of the Financial Ombudsman Service, I am required to ask Ms K either to accept or reject my decision before 7 April 2015. Gerard McManus ombudsman at the Financial Ombudsman ServicecomplaintMs K complains that she reached an agreement with Black Horse Limited whi... (2 pages)View decision