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
-
Decision Reference DRN6736750
8 May 2017 Barclays Bank Plc UpheldPayment protection insurance (PPI)Mrs M is unhappy with how Barclays Bank Plc handled her complaint about Payment Protection Insurance (PPI). She says there have been discrepancies in relation to the outstanding debt. And that Barclays mis-led her to think that there was no outstanding debt. Amongst oth... (4 pages)View decision -
Decision Reference DRN-5433527
28 Mar 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5433527 The complaint Mr R complains that Tandem Home Loans Ltd trading as Oplo HL Ltd gave him two secured loans that were unaffordable. What happened In March 2021, Mr R took out a secured loan (loan 1) with Oplo for £25,000 repayable over ten years. The loan had a fixed interest ... (7 pages)View decision -
Decision Reference DRN-3581811
23 Aug 2022 Moneyplus Group Limited Not upheldConsumer CreditDRN-3581811 The complaint Ms B complains she’s paid more on her debt management plan with MoneyPlus Group Limited than she actually owed at the beginning of the plan 17 years ago. What happened Ms B says she’s paid off more than her debts were, so thinks there shouldn’t be anything outstan... (3 pages)View decision -
Decision Reference DRN-2743606
23 Apr 2021 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2743606 The complaint Ms D complains Tesco Personal Finance plc (Tesco) have asked for financial information, already provided to them, before they will consider the repayment of her credit card account with them. What happened Mr J has complained to this service on behalf of Ms D and ... (3 pages)View decision -
Decision Reference DRN-2062735
13 Aug 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2062735The complaintMr M complains that Bank of Scotland plc trading as Lloyds Bank (Lloyds) incorrectly handled his chargeback claim. What happenedIn July 2019 Mr M said a debt collection company came to his home and said he owed a debt to his Council. Mr M says he wasn't aware o... (3 pages)View decision -
Decision Reference DRN-4003417
7 Mar 2023 PSP Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4003417 The complaint Ms B complains about the advice given by PSP Wealth Management Ltd (‘PSP’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension arrangement. She says the advice was unsuitable for her and believes this has caus... (8 pages)View decision -
Decision Reference DRN8449676
17 Jul 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains about the advice given by The Royal Bank of Scotland Plc (“RBS”) concerning the repayment of his debt and closure of his current account.backgroundMr M has a current account provided by RBS. The account has an agreed overdraft facility of £1,000. Over... (2 pages)View decision -
Decision Reference DRN9999907
26 Apr 2013 Clydesdale Bank Plc Not upheldBanking and creditMr M complains about charges applied to his current account; that Clydesdale Bank Plc (trading as Yorkshire Bank) added his overdraft to a loan without his knowledge and that this has caused him financial difficulties. backgroundMr M applied for a loan with weekly repayments in July 20... (1 page)View decision -
Decision Reference DRN-3090165
26 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3090165 The complaint Mr E complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr E applied online for a credit card from Aqua. This was agreed in April 2019 with a limit of £900. Aqua then increased the limit to £2,150 in July 2019: Date Limit Ap... (3 pages)View decision -
Decision Reference DRN9999216
5 Feb 2016 Shop Direct Finance Company Limited UpheldPayment protection insurance (PPI)Miss M’s complaint is about the mis-sale of a payment protection insurance (PPI) policy and the way Shop Direct Finance Company Limited has used the compensation it offered to put things right.background Miss M complained that Shop Direct mis-sold her a PPI policy ... (2 pages)View decision