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 74386 results
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Decision Reference DRN8906244
27 Feb 2015 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about Aviva Insurance Limited’s decision to decline his claim for legal assistance on his business policy.All references to Aviva Insurance Limited include reference to its claims-handling agents.backgroundIn 2009 Mr T took out a policy covering his business underwritten ... (3 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 DRN-2527880
14 Apr 2021 Oplo HL Ltd Not upheldMortgagesDRN-2527880 The complaint Mr and Mrs I complain that OPLO HL Ltd trading as 1st Stop Secured Loans sold them a product with too high an interest rate and they didn’t understand the implications of that. The lender didn’t properly consider their expenditure including childcare costs. What ... (2 pages)View decision -
Decision Reference DRN-2855337
1 Dec 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2855337 The complaint Mr H complains that Clydesdale Bank Plc trading Virgin Money didn’t tell him when the promotional interest rate of his credit card came to an end. Mr H also complains that Virgin Money didn’t sent him a persistent debt letter as required. What happened Mr H opened... (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 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 DRN5539105
1 Aug 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs S complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).background Mr and Mrs S took advice on a re-mortgage from L&G. They switched lender and took out a ten year fixed rate. They also... (3 pages)View decision -
Decision Reference DRN-5589749
29 May 2025 Fairscore Ltd UpheldConsumer CreditDRN-5589749 The complaint Mrs F says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Mrs F took out a loan for £3,500 over 48 months from Updraft on 6 September 2024. The monthly repayments were £135.45 and the total repayable was £6,414.37. She says she shou... (4 pages)View decision -
Decision Reference DRN4977741
21 Oct 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs G complain that Legal & General Partnership Services Limited (“Legal & General”) advised them to consolidate their car loan into their re-mortgage which was unsuitable.backgroundMr and Mrs G took advice from Legal & General about their mortgage. A... (2 pages)View decision -
Decision Reference DRN3461193
17 Nov 2015 CitiFinancial Europe Plc Not upheldBanking and creditMr and Mrs D complain that CitiFinancial Europe Plc (“CitiFinancial”) should not have offset their payment protection insurance (“PPI”) refund against their loan arrears. They also complain that CitiFinancial has been very slow to give them information they have asked... (2 pages)View decision
