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 71155 results
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Decision Reference DRN-2963045
20 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2963045 The complaint Mr C complains that NewDay Ltd trading as Aqua failed to update Mr C’s credit file once the outstanding balance on his credit card was repaid in full. What happened Mr C had an Aqua credit card which was included in a debt management programme. In July 2017 the de... (2 pages)View decision -
Decision Reference DRN-3126653
14 Dec 2021 Wescot Credit Services Limited Not upheldConsumer CreditDRN-3126653 The complaint Ms C complains about Wescot Credit Services Limited trading as Wescot’s actions when trying to recover two debts from her. What happened Ms C has told us she entered into a Debt Management Plan (DMP) in 2013 via an organisation that provides debt advice (C). Ms C ... (2 pages)View decision -
Decision Reference DRN2055750
2 Mar 2015 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mr D’s complaint is about the sale of th re e single premium payment protection insurance (PPI) policies. These were sold alongside three loans in a chain, each loan refinancing the previous one.Mr D says National Westminster Bank Plc (Nat West) mis-sold the PPI policies to him.Nat We... (6 pages)View decision -
Decision Reference DRN5036291
17 Jan 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMs D complains, in summary, that Cabot Financial (Europe) Limited, (“CFL”), hasn’t handled her debt reasonably.backgroundMs D entered into a credit card agreement with a credit card provider (“P”) in 2004. She fell into arrears and her account was defaulted by P in May 2... (3 pages)View decision -
Decision Reference DRN4423815
28 Jun 2013 Bournes Limited UpheldBanking and creditMiss B complains about Bournes Limited’s, (trading as Bournes Debt Solutions) handling of her debt management plan. She has been making her payment to it regularly each month, but only a small amount of that has been used to repay her creditors.backgroundMiss B asked Bournes for help t... (2 pages)View decision -
Decision Reference DRN1277206
24 Apr 2013 Santander UK Plc UpheldBanking and creditMr and Mrs N complain that their current account was not closed as they expected and Santander allowed a further debt to develop and passed their account to collections.backgroundFollowing a disagreement with Santander staff Mr N was told by a branch manager that his joint account would... (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-1872894
29 May 2020 Euler Hermes SA/NV Not upheldInsuranceDRN-1872894The complaintMr R is a director of a limited company I'll refer to as N. He's complained on N's behalf that Euler Hermes SA/NV turned down a claim on N's credit insurance policy. Mr R has been represented by Mr H in bringing this complaint. For ease of readin... (3 pages)View decision -
Decision Reference DRN-3989633
10 Mar 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3989633 The complaint Mrs S is unhappy that Klarna Bank AB (publ) ‘Klarna’ defaulted her fixed sum loan account and passed the outstanding balance to a debt collector. What happened Mrs S took out a 39-month fixed sum loan with Klarna on 10 October 2020. The loan was for £2,745. Mrs S ... (3 pages)View decision -
Decision Reference DRN9195215
25 Jun 2013 HSBC Bank plc Not upheldBanking and creditMr W complains that HSBC Bank plc has taken unreasonable bank charges from his business account, which could have been avoided had the bank not cancelled a meeting to discuss the account. He wants all but £28 of the outstanding balance refunded and an agreement reached for the repayment... (2 pages)View decision
