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 DRN-4604775
6 Feb 2024 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4604775 The complaint Mr C complains that Creation Financial Services Limited (Creation) lent to him irresponsibly. What happened Mr C applied for a credit card from Creation in February 2020 and it was agreed with a limit of £7,500. In July 2021, Creation increased the limit to £9,000... (5 pages)View decision -
Decision Reference DRN6256740
17 Nov 2016 Lloyds Bank PLC Not upheldBanking and creditMiss L complains that Lloyds Bank plc has continued to treat her unfairly after a previous complaint. It hasn’t answered her telephone calls, causing unnecessary delays, which led to a potential tenant pulling out of leasing her premises.background In 2014 Miss L complaine... (3 pages)View decision -
Decision Reference DRN3295054
6 Jul 2017 Barclays Bank Plc Not upheldBanking and creditMs H complains Barclays Bank Plc (trading as Barclaycard) offset a credit card debt and then deleted the credit card account, proving it never existed. Ms H wants the bank to refund over £3,200 that it previously offset.Ms H has a number of other concerns about the way... (3 pages)View decision -
Decision Reference DRN2015299
20 Dec 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr P complains that he wasn’t provided with satisfactory information about his debt management plan (“DMP”), which was sold to him by a third party (“T”). The DMP was then passed to Harrington Brooks (Accountants) Limited, trading as Harrington Brooks Debt Management, (... (2 pages)View decision -
Decision Reference DRN-2385029
26 Jan 2021 Oakbrook Finance Limited Not upheldConsumer CreditDRN-2385029 The complaint Mr R complains that Oakbrook Finance Limited trading as Likely Loans (Likely Loans) registered a default on his credit file. What happened Mr R had a loan with Likely Loans. He was having difficulty in making the repayments. He set up a temporary payment plan with... (3 pages)View decision -
Decision Reference DRN-1473015
6 Apr 2020 Hoist Finance UK Limited UpheldConsumer CreditDRN-1473015The complaintMr O complains about the response he got from Hoist Finance UK Limited (Hoist) to some letters he sent them. Mr O was dealing with Hoist’s appointed representatives, which means Hoist is responsible for their actions. To keep things simple, I’ll refer to both as “Ho... (2 pages)View decision -
Decision Reference DRN5125124
23 Jun 2016 Black Horse Limited Not upheldBanking and creditMr L’s unhappy Black Horse Limited (“Black Horse”) sold his debt without getting his consent. He’s also said he wasn’t given the chance to repay the debt before the sale.backgroundIn May 2010 Mr L took a loan from Black Horse. By September 2014 he’d missed some pa... (2 pages)View decision -
Decision Reference DRN-3549426
15 Dec 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3549426 The complaint Mr K complains that HSBC UK Bank Plc applied a persistent debt marker to his credit card without informing him and did not issue him a replacement credit card in 2019. What happened Mr K applied for a loan in June 2020 but this was rejected. He was initially infor... (3 pages)View decision -
Decision Reference DRN-5126624
2 Dec 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5126624 The complaint Ms H complains that The Royal Bank of Scotland Plc (RBS) asked her to pay a mortgage loan she says she knew nothing about. What happened In 2023, Ms H was contacted by RBS. It was seeking payment of a mortgage taken out in the mid-1980s. It said that the loan h... (3 pages)View decision -
Decision Reference DRN6616200
20 Jul 2015 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs M say National Westminster Bank Plc delayed giving them information about a debt it wanted repaying from Mr M2’s estate and this means the estate has made a financial loss.backgroundI’ve attached my provisional decision from June 2015, which forms part of ... (5 pages)View decision