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 DRN1350628
17 Nov 2016 Debt Management Associates Limited Not upheldBanking and creditMiss H complains that Debt Management Associates Limited, trading as Money Village, sold her a debt management plan that wasn’t appropriate for her and it didn’t manage the plan properly. She says she’d have been better off going bankrupt.backgroundMiss H started... (2 pages)View decision -
Decision Reference DRN0763020
17 Mar 2017 Cleardebt Limited UpheldBanking and creditMr M complains that ClearDebt Limited shouldn’t have sold him an Individual Voluntary Arrangement (“IVA”). The complaint is brought to this service on Mr M’s behalf by an independent adviser. But for ease, I shall refer below to all actions being taken by Mr M unless sta... (2 pages)View decision -
Decision Reference DRN0077227
30 Sep 2014 Capital One (Europe) plc UpheldBanking and creditMr C complains that Capital One (Europe) plc (“the bank”) continues to hold him liable for debt on a credit card that he never took out and that does not belong to him.backgroundMr C became aware that his identity had been stolen when he started receiving collections letters from variou... (2 pages)View decision -
Decision Reference DRN-4676587
20 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4676587 The complaint Mr P complains that HSBC UK Bank Plc reported an overdue debit balance on his credit file following its decision to close his bank account. What happened Mr P had an account with HSBC. In February 2023, HSBC closed Mr P’s account. Mr P says he asked for an expl... (3 pages)View decision -
Decision Reference DRN2877645
7 Mar 2018 Hitachi Capital (UK) Plc Not upheldBanking and creditMiss S acquired household furniture in May 2012, by means of a 60 month fixed sum loan agreement with Hitachi Capital (UK) Plc. She subsequently experienced financial difficulties and entered a Debt Management Plan (DMP). She complains that she has repaid more than her o... (3 pages)View decision -
Decision Reference DRN-1200014
1 Jul 2020 Virgin Money plc Not upheldBanking and PaymentsDRN-1200014 The complaintMiss R complains that Virgin Money plc sent her a persistent debt letter, refused to waive or reduce the interest rate on her credit card, and took nine weeks to deal with her complaint. What happenedMiss R has a Virgin Money credit card. In April 2019, she receiv... (3 pages)View decision -
Decision Reference DRN-5359581
3 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5359581 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank lent to him irresponsibly. What happened On 25 February 2014, Mr P applied for – and was granted – a loan for £11,000 from Tesco. It was to be repaid in 60 monthly instalments of £235.63. The ... (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 DRN4222787
17 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMrs C disputes her liability to pay a £19,000 debt arising under a personal guarantee to Lloyds Bank PLC.backgroundMrs C ran a family business though her limited company. The company had an account with Lloyds. It had an agreed overdraft limit of £10,000. In June 2008... (3 pages)View decision -
Decision Reference DRN2760448
24 Feb 2018 Provident Personal Credit Limited Not upheldBanking and creditMrs H complains that it was irresponsible for Provident Personal Credit Limited to have lent to her and that the loans were unaffordable. She’s being helped with her complaint by her husband.backgroundProvident made five loans to Mrs H under fixed sum loan agreements... (3 pages)View decision