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 70502 results
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Decision Reference DRN-5387972
17 Mar 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5387972 The complaint Mrs D complains that Link Financial Outsourcing Limited (Link) has failed to provide her any conclusive evidence the debt they are pursuing her for exists. What happened I issued my provision findings on 10 March 2025 (below): The account in question here is a ... (4 pages)View decision -
Decision Reference DRN-4856627
18 Jun 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-4856627 The complaint Mrs W says Bank of Ireland (UK) Plc (BOI) irresponsibly lent to her. What happened Mrs W took out a loan for £21,000 over 84 months on 11 June 2021. The APR was 18.9% and the monthly repayments were £434.46. Mrs W says BOI did not take enough time to check her fin... (4 pages)View decision -
Decision Reference DRN2324620
8 May 2014 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Miss N complains that AXA Insurance UK plc passed the outstanding balance due on her motor insurance policy to a debt collection agency when she unwittingly missed a payment on her agreed repayment plan.backgroundMiss N’s motor insurance policy with AXA was due to automatically renew ... (3 pages)View decision -
Decision Reference DRN-4947346
14 Nov 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4947346 The complaint Miss H complains about the way that Creation Consumer Finance Limited has dealt with the payments due from her under a hire purchase agreement. What happened A used car was supplied to Miss H under a hire purchase agreement with Creation Consumer Finance that s... (3 pages)View decision -
Decision Reference DRN1285961
13 Nov 2014 NRAM plc UpheldBanking and creditThis complaint is about an unsecured loan to which Miss K is a joint party, along with her former partner (whom I shall refer to as “Mr L”). Miss K complains that by its handling of the payment arrangement that she negotiated, separately from the one NRAM negotiated with Mr L, NRAM plc... (5 pages)View decision -
Decision Reference DRN6581348
22 Jan 2016 Sainsbury's Bank Plc Not upheldBanking and creditMrs B complains that Sainsbury’s Bank Plc recorded inaccurate information on her credit file. She also complains about poor customer service.backgroundMrs B had a loan and a credit card with Sainsbury’s. In 2008 she was made redundant. In January 2009 she agreed to re... (3 pages)View decision -
Decision Reference DRN-4045148
27 Mar 2023 Barclays Bank UK PLC UpheldConsumer CreditDRN-4045148 The complaint Mr T is unhappy that Barclays Bank UK PLC are pursuing him to repay an unsecured personal loan taken out in 2014. What happened Mr T has said that he doesn’t remember taking out an unsecured loan in 2014 and that he has never received any contact or correspondence... (3 pages)View decision -
Decision Reference DRN7591529
8 Nov 2017 PRA Group (UK) Limited UpheldBanking and creditMrs H’s complaint is about a debt that PRA Group (UK) Limited is collecting from her. She says she can’t afford to make any level of repayment, and thinks it should be written off in light of her circumstances. backgroundMrs H asked PRA to write off the debt owed ... (3 pages)View decision -
Decision Reference DRN-4489867
4 Dec 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4489867 The complaint Mr S, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr S took out two loans from 118 118 Money. As both parties have now agreed, this service can only consider the second loan under the rul... (3 pages)View decision -
Decision Reference DRN5360273
23 Jul 2014 Blue-Print Mortgages Ltd Not upheldBanking and creditThrough a claims management company, Mr and Mrs T complain that a mortgage arranged for them by Blue-Print Mortgages Ltd was unsuitable. In particular they say the advice to consolidate unsecured debts and to reduce the mortgage term was wrong in their circumstances.our initial ... (2 pages)View decision
