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 77095 results
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Decision Reference DRN9356265
31 Mar 2015 Bank of Scotland Plc Not upheldBanking and creditMiss W complains that Bank of Scotland plc (trading as Halifax) is refusing to provide the deed of novation and true certified copies (not photocopies) of the deed of assignment for named accounts after it sold her debts to third party debt collection agencies.back... (1 page)View decision -
Decision Reference DRN9858418
28 Jun 2017 Prestige Finance Limited UpheldBanking and creditMr S complains that Prestige Finance Limited have caused incorrect entries to be registered on his credit file and have refused to remove them. He wants us to order Prestige Finance Limited to remove them.backgroundMr S tells us that in 2011 he was declared bankrupt. ... (3 pages)View decision -
Decision Reference DRN4257330
28 Jun 2013 Black Horse Limited Not upheldBanking and creditMs D complains that Black Horse Limited sold her debt from a credit agreement on to a third party, when she was maintaining an agreed repayment plan.backgroundMs D took out a credit agreement with Black Horse (then Lloyds Bowmaker) in 1998. The money was to pay for replacement windows... (2 pages)View decision -
Decision Reference DRN2170917
1 Jul 2014 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc (“Intelligent Finance”) has held him responsible for a debt created on his account when he made transactions which left it over £13,000 overdrawn. This was despite the authorised overdraft limit being less than £1,000.background The circumstances ... (5 pages)View decision -
Decision Reference DRN1963142
24 Jan 2017 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMiss B complains that Harrington Brooks (Accountants) Limited (“HB”) gave her unsuitable and misleading advice when entering into a debt management plan.A claims management company is representing Miss B in bringing her complaint. But for ease of reading, I’ll refer to ... (2 pages)View decision -
Decision Reference DRN-5442466
11 Aug 2025 First Rate Credit Union Limited Not upheldConsumer CreditDRN-5442466 The complaint Miss M is complaining that First Rate Credit Union Limited (FRCUL) lent to her irresponsibly by providing her with a personal loan. What happened In December 2023, Miss M applied for a loan with FRCUL. They lent her £9,000 over a five- year term. The loan requi... (4 pages)View decision -
Decision Reference DRN-3791993
24 Mar 2023 Step One Finance Limited UpheldMortgagesDRN-3791993 The complaint Mrs F complains about a secured loan which was taken out fraudulently in her name with Step One Finance Limited. She says Step One shouldn’t have granted the loan as it didn’t do proper checks on the application, and it gave her false and misleading information wh... (3 pages)View decision -
Decision Reference DRN6747145
2 Jul 2014 Tesco Personal Finance PLC UpheldPayment protection insurance (PPI)This complaint concerns the redress related to a single premium payment protection insurance policy (PPI) associated with a loan from Tesco Personal Finance Plc (“Tesco”). Tesco wants to set the redress due to Mr J against an outstanding debt related to another loan Mr J had with Tesco. ... (3 pages)View decision -
Decision Reference DRN0589565
19 Nov 2013 The Money Group (Cornwall) Limited UpheldBanking and creditMs N complains that The Money Group (Cornwall) Limited did not tell her that it would take her first two monthly payments towards her debt management plan as a set-up fee.backgroundMs N agreed to enter into a debt management plan arranged by The Money Group. She discussed the details ... (3 pages)View decision -
Decision Reference DRN-4291587
14 Aug 2023 PayPal (Europe) Sarl et Cie SCA Not upheldBanking and PaymentsDRN-4291587 The complaint Mr A complains that PayPal (Europe) Sarl et Cie SCA (PayPal) lent to him irresponsibly. What happened In October 2016, Mr A applied for a credit account with PayPal. It was agreed with a limit of £1,000. It was defaulted in January 2020. Mr A complained. He said P... (3 pages)View decision