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-5973404
5 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5973404 The complaint Mrs S complains that Fairscore Ltd trading as Updraft lent irresponsibly when it approved two loan applications she made. What happened Mrs S applied for a £6,000 loan with Updraft over a 48 month term in February 2023 (loan 1). In her application, Mrs S said ... (3 pages)View decision -
Decision Reference DRN1328087
14 Dec 2017 Welcome Financial Services Limited Not upheldPayment protection insurance (PPI)Mr D has complained that Welcome Financial Services Limited (“Welcome”) has offset his payment protection insurance (“PPI”) refunds against an outstanding balance on his account. And he says Welcome didn’t make any attempt to contact him to try to resolve the matter at ... (2 pages)View decision -
Decision Reference DRN5344292
11 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs A are unhappy that they’re being chased for the debt that was left when their property was sold in possession in 2010 by Lloyds Bank Plc (formally C&G).backgroundIn August 2007 Mr and Mrs A took out a mortgage with Lloyds. They got into financial difficulties, and in Februar... (2 pages)View decision -
Decision Reference DRN4398124
16 Nov 2018 PRA Group (UK) Limited Not upheldBanking and creditMr H complains that PRA Group (UK) Limited (“PRA”) didn’t provide their bank details so he could make payments towards his debt with them. backgroundMr H’s credit card debt was sold to PRA but when Mr H contacted them to set up payments he didn’t pass their security ... (2 pages)View decision -
Decision Reference DRN-5245660
30 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5245660 The complaint Mr N complains that Clydesdale Bank Plc trading as Virgin Money told him that he could open a persistent debt plan but later declined to open the plan. What happened Mr N holds two credit card accounts with Virgin Money. Mr N contacted Virgin Money in October 2... (2 pages)View decision -
Decision Reference DRN-3663355
21 Oct 2022 Hoist Finance UK Limited Not upheldConsumer CreditDRN-3663355 The complaint Ms M complains that Hoist Finance UK Limited is unfairly trying to collect a debt in her name. What happened In 2018 Hoist acquired a debt in Ms M’s name from another business I’ll call S. Hoist says the debt relates to a current account with associated overdraft ... (2 pages)View decision -
Decision Reference DRN-3599223
31 Aug 2022 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-3599223 The complaint Mr B says American Express Services Europe Limited told him interest would be frozen on his balance as of January 2021, but it applied interest in January and February 2021. What happened Amex closed Mr B’s account in early December and sent him contact details of... (2 pages)View decision -
Decision Reference DRN3230453
26 Aug 2015 Metropolitan Collection Services Limited Not upheldBanking and creditMr W complains that Metropolitan Collection Services Limited should stop pursuing him for a debt on one of his accounts as he does not owe it.our initial conclusionsOur adjudicator did not recommend that that this complaint should succeed.Metropolitan accepted this reco... (3 pages)View decision -
Decision Reference DRN0595741
21 Aug 2018 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc closed his account and recorded a default on his credit file. background Mr B said that he ran up an overdraft on his HSBC account at a time when he was experiencing financial difficulties. He said that he spoke to HSBC, and it wro... (4 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