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-2332916
30 Sep 2021 HCC International Insurance Company Plc Not upheldInsuranceDRN-2332916 The complaint A company which I’ll refer to as C complains that HCC International Insurance Company Plc (“HCC”) hasn’t paid the full value of a claim made against its Trade Credit insurance policy. Mr C, who is a director of C, brings the complaint on C’s behalf. C is represent... (3 pages)View decision -
Decision Reference DRN6375836
11 Sep 2015 CitiFinancial Europe Plc UpheldBanking and creditMr H complains that CitiFinancial Europe Plc (CFE) added interest and charges to his debt after he had entered into a debt management plan (DMP). our initial conclusionsThe adjudicator recommended that the complaint should be upheld. She considered that the debt management company (D... (2 pages)View decision -
Decision Reference DRN3824585
13 May 2014 Lloyds Bank PLC UpheldBanking and creditMr C complains that Lloyds Bank Plc has passed on personal information about him to a debt collecting agency. He would like the bank to acknowledge its error and compensate him for the distress this has caused.backgroundIn July 2013 Mr C received a letter on the bank’s headed notepaper ... (2 pages)View decision -
Decision Reference DRN9276359
9 Feb 2015 Bournes Limited UpheldBanking and creditMr Q has complained that Bournes Limited, trading as Bournes Debt Solutions, sold him a debt management plan he didn’t need. He is also concerned that they didn’t pass on the payments he made to them and didn’t tell him what would happen to his credit file when he entered a debt manageme... (2 pages)View decision -
Decision Reference DRN4348677
11 Jul 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMr N complains about Cabot Financial (Europe) Limited (“Cabot”). He says that they unfairly pursued him over a settled debt between 2006 and 2017. Mr N therefore thinks that Cabot owes him money. backgroundIn February 2005 Mr N took on a loan with a different bank, whi... (3 pages)View decision -
Decision Reference DRN-2963045
20 Sep 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2963045 The complaint Mr C complains that NewDay Ltd trading as Aqua failed to update Mr C’s credit file once the outstanding balance on his credit card was repaid in full. What happened Mr C had an Aqua credit card which was included in a debt management programme. In July 2017 the de... (2 pages)View decision -
Decision Reference DRN0935708
17 Mar 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr B complains that he was given unsuitable mortgage advice by an appointed representative of Legal & General Partnership Services Limited. Mr B is represented in this matter by a third party.backgroundIn early 2007 Mr B met an appointed representative of Legal &a... (2 pages)View decision -
Decision Reference DRN-4460468
6 Mar 2024 Progressive Money Limited UpheldConsumer CreditDRN-4460468 The complaint Mrs J is complaining that Progressive Money Limited (PML) lent to her irresponsibly by providing her with a personal loan. What happened In April 2018, Mrs J applied for a loan with PML to consolidate her debts. They lent her £5,000 over a three-month term. The lo... (4 pages)View decision -
Decision Reference DRN5401891
14 May 2015 HSBC Bank plc Not upheldBanking and creditMr E complains that HSBC Bank Plc failed to remove his name from a business account when he told it to do so. As a consequence he’s now being pursued for repayment of an outstanding debt on the account. Mr E feels this is unfair. backgroundIn May 2009, Mr E resigned ... (2 pages)View decision -
Decision Reference DRN5020007
12 Mar 2015 Clydesdale Bank Plc Not upheldBanking and creditMr F complains that Clydesdale Bank Plc (trading as Yorkshire Bank) unfairly assigned his debt to a third party.backgroundMr F says as he was in the process of complaining about the charges, Yorkshire Bank shouldn’t have assigned his debt.When he complained, Yorkshire Bank told Mr F it... (2 pages)View decision