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 74313 results
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Decision Reference DRN6949280
11 Jul 2013 Vanquis Bank Limited UpheldBanking and creditMrs R complains about Vanquis Bank Limited’s behaviour relating to chasing overdue amounts on her credit card account - in particular, calling her at work after she asked it not to do so.backgroundMrs R was in arrears on her credit card account and Vanquis Bank contacted her repeatedly... (2 pages)View decision -
Decision Reference DRN-3594094
12 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3594094 The complaint Mr D complained that Barclays Bank UK PLC (“Barclays”) didn’t send persistent debt letters and didn’t provide him with information he requested about his credit card account. What happened Mr D had a credit card with Barclays since around 2015. For some years he m... (3 pages)View decision -
Decision Reference DRN-4526693
28 Dec 2023 POLICY EXCESS INSURE LTD UpheldInsuranceDRN-4526693 The complaint Ms M has complained about POLICY EXCESS INSURE LTD (PEX). She isn’t happy that it auto renewed her roadside assistance policy and failed to cancel it upon request. What happened Ms M had a roadside assistance policy through PEX which it looked to auto renew in Jan... (2 pages)View decision -
Decision Reference DRN3928729
2 Mar 2020 Gain Credit LLC UpheldBanking and creditMr M complains about the service he received from Gain Credit LLC (trading as Lending Stream) after he told it he was in financial difficulties.backgroundMr M had one loan from Lending Stream on 1 May 2017 for £250. It was due to be repaid in six instalments, the largest of which was £106.... (3 pages)View decision -
Decision Reference DRN9035712
30 Mar 2020 Link Financial Outsourcing Limited UpheldBanking and creditMr I complains that Link Financial Outsourcing Limited has unfairly registered a default on his credit file for a debt he had agreed a repayment plan on.backgroundMr I agreed a repayment plan with a business for a credit card debt in 2006. In July 2017 that debt was reassigned to Link. Mr ... (2 pages)View decision -
Decision Reference DRN-2937550
31 Aug 2021 PDL Finance Limited UpheldConsumer CreditDRN-2937550 The complaint Mrs B complains that PDL Finance Limited trading as Mr Lender hasn’t treated her fairly. What happened Mrs B had an outstanding debt with Mr Lender which she was repaying through a debt management plan (DMP). While in the DMP she received offers from Mr Lender to ... (3 pages)View decision -
Decision Reference DRN5133247
29 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMrs O has complained about the way Lloyds Bank PLC have treated the debt owed on a joint account held with her ex-husband.backgroundMrs O was added to her husband’s account with Lloyds in 2007. In 2015 they separated and Mr O continued to use the joint account. The... (2 pages)View decision -
Decision Reference DRN0595741
21 Aug 2018 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc closed his account and recorded a default on his credit file. background Mr B said that he ran up an overdraft on his HSBC account at a time when he was experiencing financial difficulties. He said that he spoke to HSBC, and it wro... (4 pages)View decision -
Decision Reference DRN1711236
31 Oct 2013 Creation Financial Services Limited UpheldBanking and creditMrs O complains that, despite making payments of just under £2,200 under a debt management plan, the amount she owes Creation Financial Services Limited has only reduced by just under £140. She wants the company to freeze interest on the debt.backgroundMrs O had a credit card with Creat... (2 pages)View decision -
Decision Reference DRN-3831457
8 Dec 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3831457 The complaint Mr O complains that Barclays Bank UK PLC didn’t treat hum fairly when he experienced a period of financial difficulty. As a result it has recorded incorrect information on his credit file. What happened Mr O has a mortgage and personal loan with Barclays. In July ... (4 pages)View decision
