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 71523 results
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Decision Reference DRN1673022
8 Mar 2016 HSBC Bank plc UpheldBanking and creditMr R says HSBC Bank Plc should issue a notice of satisfaction against the CCJ (county court judgment) on his current account. backgroundMr R entered into an IVA (individual voluntary arrangement) in May 2012. There was already a CCJ on his HSBC current and loan accou... (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-2943707
19 Oct 2021 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-2943707 The complaint Mrs L complains that Lantern Debt Recovery Services Ltd chased her for a debt she says had already been settled. She also complains that Lantern have breached data protection rules. What happened Mrs L had an account with a third-party lender, who I’ll refer to as... (3 pages)View decision -
Decision Reference DRN-4011217
10 May 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4011217 The complaint Mr J complains that Creation Financial Services Limited failed to make a reasonable adjustment to the persistent debt payment on his credit card account when he made a lump sum payment. What happened Mr J made a significant payment to his credit card with Creation... (3 pages)View decision -
Decision Reference DRN3731965
20 Jun 2016 Santander UK Plc Not upheldBanking and creditMiss T complains that Santander UK Plc wants her to pay money that she doesn’t owe. She wants Santander to refund the payments her father made without her knowledge or permission.backgroundMiss T opened an account with Santander (previously Alliance & Leicester). In ... (3 pages)View decision -
Decision Reference DRN-4650759
27 Mar 2024 PRA Group (UK) Limited Not upheldBanking and PaymentsDRN-4650759 The complaint Mr B complains that PRA Group (UK) Limited trading as PRA Group is attempting to collect an unenforceable debt. What happened In 2017 PRA Group acquired a credit card debt of £7,590.70 from a business I’ll refer to as B. Notices of Assignment were issued by both P... (2 pages)View decision -
Decision Reference DRN4418034
3 Jan 2017 Moneyplus Group Limited Not upheldBanking and creditMr M’s unhappy with the way Moneyplus Group Limited has handled a debt management plan. He believes he’s overpaid and wants a refund.backgroundOur adjudicator felt this complaint shouldn’t be upheld. She said: We can’t look at how the original debt management plan was ... (2 pages)View decision -
Decision Reference DRN0313001
9 Aug 2016 Butler-Do Ltd Not upheldBanking and creditMiss T and her representative are unhappy about the advice she was given by Butler-Do Ltd to enter into a debt management plan. She says it was mis-sold to her and wasn’t the appropriate solution for her situation. She’d have been better becoming bankrupt. She wa... (2 pages)View decision -
Decision Reference DRN-3176404
23 Nov 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3176404 The complaint Mr and Mrs R are bringing this complaint on behalf of their late son, M, against NewDay Ltd (NewDay). They believe NewDay acted irresponsibly in giving M a credit card and subsequent credit increase. What happened Mr R said that NewDay agreed a credit for M in Apr... (4 pages)View decision -
Decision Reference DRN3194946
5 Aug 2019 National Westminster Bank Plc Not upheldInvestment and pensionsThe liquidator of N complains that National Westminster Bank Plc hasn’t paid enough compensation in respect of an interest rate hedging product (IRHP) it sold to N in 2003.The liquidator has also made a complaint on behalf of a second limited company, which I’ll call ‘K’. A Mr C, who in 20... (8 pages)View decision
