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 70772 results
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Decision Reference DRN5045708
3 Oct 2016 Moneyplus Group Limited UpheldBanking and creditMiss H complains about the monthly fee taken by Moneyplus Group Limited. She wants the fee refunded.backgroundThe background to this complaint and my initial conclusions, were set out in my provisional decision dated 2 August 2016; a copy of this is attached and forms... (4 pages)View decision -
Decision Reference DRN8058675
7 Feb 2014 Lloyds Bank PLC Not upheldBanking and creditMr V’s complaint arises out of the way Lloyds Bank plc (then Lloyds TSB) dealt with his financial situation when he was grieving over a close relative.background After the death of a close relative, Mr V realised he couldn’t afford the loans and other credit Lloyds had given to him. He ... (2 pages)View decision -
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-5023691
17 Sep 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5023691 The complaint Mrs W complains that Sainsbury's Bank Plc didn’t agree to write off her debt and handled her request poorly. What happened Mrs W has a credit card account with Sainsbury’s and in January 2023 she contacted the bank to inform it of her medical condition and... (3 pages)View decision -
Decision Reference DRN4984973
12 Dec 2017 Kapama Limited UpheldBanking and creditMr A complains about the amount of money that Kapama Limited is asking him to pay. He also wants the debt to be removed from his credit file.backgroundIn 2012 Mr A took out a running account credit agreement with a limit of £1,500. He borrowed £100. Shortly after bo... (2 pages)View decision -
Decision Reference DRN0358635
10 Jun 2016 Instant Cash Loans Limited UpheldBanking and creditMiss L complains that Instant Cash Loans Limited (trading as Money Shop) wrongly lent her money she couldn’t afford to pay back.backgroundMiss L took out three loans with the Money Shop. She says that the business didn’t carry out proper affordability checks and allowed... (2 pages)View decision -
Decision Reference DRN-4750307
8 Aug 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-4750307 The complaint Miss C complains that North Edinburgh and Castle Credit Union Limited t/a Castle Community Bank (“CCB”) lent to her when she was not able to afford it and did not carry out the correct checks before lending. Miss C wants the whole debt written off and for her c... (5 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 DRN0482732
7 Nov 2016 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc wasn’t helpful when they found themselves in financial difficulties. In particular, it didn’t allow them to rent out their property while they were trying to sell, didn’t accept their offer of full and final s... (4 pages)View decision -
Decision Reference DRN-3249097
12 Jan 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3249097 The complaint Mr B complains that Vanquis Bank Limited consider him to be in persistent debt and have prevented him from transferring his outstanding balance to another credit card provider. What happened Mr B says that Vanquis wrote to him to say that he was in persistent debt... (4 pages)View decision
