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 70137 results
-
Decision Reference DRN6973195
5 Apr 2017 Lloyds Bank PLC Not upheldBanking and creditMr B complains about an outstanding balance which remains on his credit card account with Lloyds Bank PLC despite a debt management plan being in place. Mr B has been assisted in bringing his complaint by his wife. backgroundIn February 2011 Mr B told Lloyds, via a de... (3 pages)View decision -
Decision Reference DRN2648600
30 Sep 2014 Barrington Lewis Limited UpheldBanking and creditMr D complains that Barrington Lewis Limited failed to administer his debt management plan correctly. In summary, he says that it failed to pass agreed payments to his creditors, acted unprofessionally, and was not transparent about its fees. backgroundOur adjudicator recommended this com... (2 pages)View decision -
Decision Reference DRN4272458
28 Feb 2020 Tesco Personal Finance PLC UpheldBanking and creditMr L complains about the way Tesco Personal Finance PLC handled his account. Specifically, he’s unhappy that it didn’t communicate with him properly and wouldn’t accept his offer to settle the debt.backgroundMr L had a credit card account with Tesco. This was defaulted and terminated in 20... (3 pages)View decision -
Decision Reference DRN2692633
4 May 2017 Capital One (Europe) plc UpheldBanking and creditMr C is unhappy that Capital One (Europe) plc has registered a default against his credit record even though there’s an agreed debt management programme (DMP) in place. His other lenders haven’t registered a default and he doesn’t think that Capital One has followed indu... (4 pages)View decision -
Decision Reference DRN-1542012
22 Apr 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1542012 The complaintMrs H complains that HSBC UK Bank Plc didn't pay her the full amount of the debt collection charge refund she was due. What happenedMrs H says that she wrote to HSBC in April 2019 to ask for information about a credit card account she'd previously held wi... (2 pages)View decision -
Decision Reference DRN4640504
26 Jun 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs H complain that a representative of Legal & General Partnership Services Limited mis-sold a mortgage to them.backgroundLegal & General recommended the mortgage to Mr and Mrs H in 2010. At that time they had a mortgage and a car finance loan of ab... (2 pages)View decision -
Decision Reference DRN-4117340
26 Jul 2023 esure Insurance Limited Not upheldInsuranceDRN-4117340 The complaint Mr M complains esure Insurance Limited (esure) gave a poor level of service after it incorrectly issued a refund of a cancelled motor insurance policy. What happened Mr M obtained a renewal quote for a motor insurance policy with esure. He accepted the quote, but ... (2 pages)View decision -
Decision Reference DRN3247635
12 Jun 2015 The Royal Bank of Scotland Plc UpheldBanking and creditMs K complains, on behalf of her mother Mrs H, about the administration of Mrs H’s mortgage with The Royal Bank of Scotland Plc. Ms K has power of attorney to act on Mrs H’s behalf.backgroundMrs H, together with her former partner (who I shall call Mr L) took out... (5 pages)View decision -
Decision Reference DRN8539673
23 May 2014 Creation Consumer Finance Ltd Not upheldBanking and creditMr A complains that Creation Consumer Finance Limited was irresponsible in lending him £25,000.backgroundIn January 2009, Creation lent Mr A £25,000. Mr A says that although he asked for this loan, a responsible lender would not have given it to him and that he has only been able to mak... (2 pages)View decision -
Decision Reference DRN0073947
11 Apr 2018 Santander UK Plc Not upheldBanking and creditMs V complains that Santander UK Plc recorded a default on her credit file. backgroundMs V has a current account with Santander which had an overdraft limit of £1,500. In February 2017 the overdraft facility was removed and she entered into an arrangement to repay £... (2 pages)View decision
