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
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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 DRN-3487962
27 May 2022 UK Credit Limited UpheldConsumer CreditDRN-3487962 The complaint Miss P complains that UK Credit Limited (“UK Credit”) lent to her in an irresponsible manner. What happened Miss P was given a guarantor loan by UK Credit. She borrowed £6000 in March 2020 and agreed to repay this over 60 months. When Miss P made her complaint to ... (4 pages)View decision -
Decision Reference DRN1940451
27 Jun 2014 Gregson and Brooke Ltd UpheldBanking and creditMr D complains that Gregson and Brooke Ltd misrepresented a Debt Management Plan (DMP) he entered into with it. He says that it has not distributed his money to creditors as expected.backgroundMr D says that he has paid Gregson and Brooke £2,280 but that it has distributed very little to... (2 pages)View decision -
Decision Reference DRN3037153
19 Dec 2018 Tesco Personal Finance PLC Not upheldPayment protection insurance (PPI)Ms J’s complaint is about how Tesco Personal Finance PLC (“Tesco”) has used the compensation it offered on her payment protection insurance (“PPI”) policy attached to her credit card, to reduce her outstanding debt.backgroundMs J, through a claims management company (“... (4 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 DRN-1374129
22 Jun 2020 Paragon Bank Plc Not upheldConsumer CreditDRN-1374129 The complaintMrs W complains that she had no contact about her debt from Paragon Bank Plc for many years, although she was still paying. She said if Paragon had been in touch, she would’ve acted to reduce the interest she was paying. What happenedMrs W complained to Paragon abo... (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 -
Decision Reference DRN7038386
9 Mar 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs P complain they were given unsuitable mortgage advice by an appointed representative of Legal & General Partnership Services Limited in 2006 and again in 2008.backgroundIn 2006, Mr and Mrs P took advice from L&G, following which they re-mortgaged to another lender, conso... (2 pages)View decision
