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 DRN4226139
29 Sep 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMr W and Ms T complain about mortgage advice given by an appointed representative of Legal & General Partnership Services Limited.backgroundIn 2005, Mr W and Ms T took advice from L&G about re-mortgaging. Acting on L&G’s recommendation, they moved to a new lender, fixing their ... (2 pages)View decision -
Decision Reference DRN5544304
30 Sep 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMiss T complains that Harrington Brooks (Accountants) Limited mis-sold her a debt management plan. The complaint is brought on her behalf by a claims management company. It says a debt relief order would have been more suitable.backgroundMiss T sought advice from anot... (2 pages)View decision -
Decision Reference DRN-2916475
28 Jul 2021 MBNA Limited UpheldBanking and PaymentsDRN-2916475 The complaint Ms G complains that lending made to her by MBNA Limited was irresponsible. What happened Ms G said she applied for a credit card with MBNA in late 2018, when she already had a very considerable amount of debt. It offered to lend her £3,700, but she said this was n... (4 pages)View decision -
Decision Reference DRN2632963
18 Sep 2019 NRAM Limited Not upheldPayment protection insurance (PPI)Mr S’s complaint is a about a payment protection insurance (PPI) policy sold to him by NRAM Limited in 2005.The loan and PPI was sold by another business which later became part of NRAM Limited. I will refer to NRAM throughout this decision.backgroundIn March 2005 Mr S took out a loan for ... (3 pages)View decision -
Decision Reference DRN0805631
24 Feb 2014 Bournes Limited UpheldBanking and creditMr M complains that Bournes Limited (trading as Bournes Debt Solutions) failed to distribute payments to creditors under a debt management plan.backgroundMr M entered a debt management plan with Bournes in September 2011. He says he paid Bournes £200 per month but continued to receive l... (2 pages)View decision -
Decision Reference DRN6348099
27 Sep 2013 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc referred his outstanding debts to several external agencies in breach of relevant rules. He also complains that he has been harassed by the agencies concerned.our initial conclusionsThe adjudicator did not recommend that the complaint should ... (2 pages)View decision -
Decision Reference DRN-6051528
12 Feb 2026 Zopa Bank Limited UpheldConsumer CreditDRN-6051528 The complaint Mrs B says Zopa Bank Limited irresponsibly lent to her. What happened Mrs B took out three loans from Zopa as set out below, all accounts are now closed. loandate value term in months monthly repayment 1 15/10/2021 £5,00024 £241.45 2 15/08/2022 £7,50028 £206.96... (4 pages)View decision -
Decision Reference DRN7946850
20 Jun 2013 Blair Endersby Limited Not upheldBanking and creditMr and Mrs W complain that Blair Endersby Limited gave them poor advice regarding their Individual Voluntary Arrangements (IVAs).backgroundOur adjudicator did not recommend that the complaint be upheld. He concluded that Mr and Mrs W had been given the chance to check and approve their ... (2 pages)View decision -
Decision Reference DRN-4829343
31 Jul 2024 Next Retail Limited Not upheldConsumer CreditDRN-4829343 The complaint Miss C complains about the amount Next Retail Limited (“Next”) refunded to her as part of an irresponsible lending complaint. What happened In July 2020 Miss C entered into a Debt Arrangement Scheme (DAS) and a Debt Payment Programme (DPP) was agreed. Under the... (2 pages)View decision -
Decision Reference DRN0101722
15 May 2018 Clydesdale Bank Plc Not upheldPayment protection insurance (PPI)Mrs M complained that Clydesdale Bank PLC (Clydesdale) mis-sold her a payment protection insurance (PPI) policy associated with her credit card.backgroundMrs M took out a credit card with Clydesdale in 2001. In 2005 a PPI policy was taken out associated with that credit... (3 pages)View decision