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 71923 results
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Decision Reference DRN8569635
19 Jun 2018 Shop Direct Finance Company Limited Not upheldPayment protection insurance (PPI)Miss M isn’t happy with how Shop Direct Finance Company Limited (‘Shop Direct’) has offered to resolve her complaint about a payment protection insurance (‘PPI’) policy attached to a store card.backgroundMiss M took out a store card and at the same time was sold a P... (2 pages)View decision -
Decision Reference DRN9479676
3 Mar 2015 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Miss J’s complaint concerns a loan, credit card and overdraft facility all held with Lloyds Bank PLC. She is unhappy that Lloyds’ staff did not tell her in November 2000 that she could claim under a payment protection insurance (PPI) policy – attached to her loan – when she informed i... (2 pages)View decision -
Decision Reference DRN4675469
7 Dec 2016 Santander UK Plc Not upheldBanking and creditMs M says Santander UK Plc has wrongly applied a default marker to her account.backgroundMs M says she came to a repayment plan through a debt referral agency that included making payments to Santander to clear her overdraft. She says Santander confirmed it was awa... (2 pages)View decision -
Decision Reference DRN9808173
9 May 2019 Scottish Friendly Assurance Society Limited Not upheldBanking and creditThis complaint’s about a consolidation re-mortgage Mr and Mrs B took out in 2006 on advice given by a representative of a business that is no longer trading. Responsibility for its activities has been taken on by Scottish Friendly Assurance Society Limited (“SF”) Mr a... (3 pages)View decision -
Decision Reference DRN5450322
8 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMr K complains that Lloyds Bank plc has incorrectly used a “right of set-off” clause to take money from his personal account to repay a debt on a credit card. Mr K wants the bank to return the money – just under £3,000 – to his current account.backgroundMr K has a credit card and a curre... (2 pages)View decision -
Decision Reference DRN5653190
7 Nov 2017 PRA Group (UK) Limited Not upheldBanking and creditMr H, on behalf of his wife Mrs H, complains that PRA Group (UK) Limited hasn’t provided any evidence it bought her credit card debt or details of how much it paid for the debt.backgroundMrs H had a credit card debt. She says PRA has said it now owns the debt ... (2 pages)View decision -
Decision Reference DRN4953311
20 Nov 2020 Madison CF UK Limited UpheldBanking and creditMr G has complained about a loan he took out with Madison CF UK Limited, trading as 118 118 Money. Mr G says it was irresponsible for the company to give him the loan as it should have been obvious he could not afford to pay it back. background I issued a provisional decision in this case ... (7 pages)View decision -
Decision Reference DRN-4832771
27 Aug 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4832771 The complaint Mr M complains that The Royal Bank of Scotland Plc (RBS) incorrectly recorded negative information on his credit file. He would like this removed and to be compensated for his stress and inconvenience. What happened Mr M held a current account and a credit card... (3 pages)View decision -
Decision Reference DRN-2651245
23 Apr 2021 Debt Managers (Services) Limited UpheldConsumer CreditDRN-2651245 The complaint Mr W complains that Debt Managers (Services) Limited (DMSL) is chasing him for a debt that isn’t his. What happened In November 2019 DMSL acquired a debt in the same name as Mr W. DMSL was unable to get in contact with the borrower using the details provided by t... (2 pages)View decision -
Decision Reference DRN-2495434
11 Jan 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2495434 The complaint Miss A has complained that TSB Bank plc won’t remove a default from her credit reference files. What happened Miss A added her ex partner to her current account in April 2016. She said he’d coerced her into make her sole account a joint one. She said he then took ... (4 pages)View decision
