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-2519983
10 Mar 2021 NRAM Limited UpheldMortgagesDRN-2519983 The complaint Ms F and Mr P complain that NRAM Limited wrongly recorded missed payments on their credit files. They that it corrects their credit files and pays compensation. What happened Ms F and Mr P had a mortgage with NRAM. They were in financial difficulties and entered i... (2 pages)View decision -
Decision Reference DRN-2043556
16 Sep 2020 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2043556The complaintMiss G complains that Provident Personal Credit Limited trading at the time as ‘Satsuma’ allowed her to continue to make repayments on her loan, despite it having sold the debt on to a third party. She is unhappy that a default was added to her account on 16 Septemb... (3 pages)View decision -
Decision Reference DRN0663256
22 Jan 2019 Lowell Financial Ltd Not upheldBanking and creditMrs H complains that a default marker should have been put on her credit file when she wasissued with a default notice in 2008. She says this means the default wouldn’t now show onher file as more than six years have passed since it should have been added.background... (3 pages)View decision -
Decision Reference DRN8329377
5 May 2016 Drydens Limited UpheldBanking and creditThis complaint is brought by Mr R 1, Mr R 2 and Mr R 3. They are executors and beneficiaries under their father’s will. I’ll refer to them collectively as “the executors” in my decision. They complain that Drydens Limited is wrongly pursuing them for their late f... (2 pages)View decision -
Decision Reference DRN7796200
23 Dec 2015 MEM Consumer Finance Limited Not upheldBanking and creditMr T complains that MEM Consumer Finance Limited (trading as Payday UK) won’t accept that he paid off a loan after it passed the debt to third party collectors. backgroundIn 2009 Mr T took out a loan with Payday UK. He had some financial difficulties and Payday ... (2 pages)View decision -
Decision Reference DRN-4139257
10 Oct 2023 HSBC UK Bank Plc Not upheldMortgagesDRN-4139257 The complaint Mr G’s complaint about HSBC UK Bank Plc (HSBC) relates to its attempts to recover a shortfall balance on his mortgage account following the sale of his property in March 2013. What happened Mr G had a mortgage secured on a property I shall call M Rd. This property... (3 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 DRN-3929484
2 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3929484 The complaint Mrs C complains that NewDay Ltd trading as Aqua (“NewDay”) was irresponsible when it opened a credit card facility for her. What happened NewDay opened a credit card account for Mrs C in January 2020 in with a credit limit of £900. This type of credit was an open-... (3 pages)View decision -
Decision Reference DRN-5771857
8 Jan 2026 ONMO Limited UpheldBanking and PaymentsDRN-5771857 The complaint Mr G complains that ONMO Limited failed to refund disputed transactions that occurred on his account. He’d like the funds returned and compensation for the impact caused. What happened Mr G had an account with ONMO. In 2024 Mr G raised several transactions as f... (2 pages)View decision -
Decision Reference DRN-2864019
8 Jun 2021 Equifax Limited Not upheldConsumer CreditDRN-2864019 The complaint Mrs P has complained that Equifax Limited gave her address to a debt collector. What happened In 2020, a debt collector contacted Mrs P about an old account, and told her they got her address from Equifax. Mrs P complained. She explained she was worried that if Eq... (2 pages)View decision