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 70370 results
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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 DRN2565520
5 Dec 2018 Canada Square Operations Limited Not upheldPayment protection insurance (PPI)Mr T has complained that he is owed a refund from Canada Square Operations Limited (“Egg”) for his credit card accountbackgroundMr T opened a credit card account with Egg in April 2002. He took ‘card repayment protector’ – the payment protection insurance (“PPI”) p... (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 -
Decision Reference DRN9005937
9 May 2013 Shop Direct Finance Company Limited UpheldBanking and creditMrs R complains that Shop Direct Finance Company Limited used her reward points to pay for goods ordered on behalf of a third party when that third party failed to pay for them. She is also unhappy that Shop Direct registered a default against her account.backgroundOur adjudicator rec... (2 pages)View decision -
Decision Reference DRN9191400
6 Nov 2015 Lloyds Bank PLC UpheldBanking and creditMs D complains that Lloyds Bank PLC didn’t properly set up her debt management plan and harassed her when she was making payments through the plan.backgroundMs D approached a debt management charity to help her arrange repayment plans. The charity set up an arrangement ... (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-3644191
21 Dec 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3644191 The complaint Miss R says MBNA Limited (“MBNA”) incorrectly recorded a default on her credit file when her credit card account with them was included in a Debt Management Plan (“DMP”). What happened Miss R held a credit card account with MBNA with a credit limit of £10,000. In ... (3 pages)View decision -
Decision Reference DRN0000874
12 Jan 2017 Gregory Pennington Limited Not upheldBanking and creditMiss D, represented by a claims management company (“CMC”), complains that Gregory Pennington Limited (“GPL”) mis-sold her a debt management plan (“DMP”). Her CMC says she wasn’t told that free debt management services were available, and that bankruptcy was a more suit... (2 pages)View decision -
Decision Reference DRN7173348
7 Apr 2016 Lowell Financial Ltd UpheldBanking and creditMr K complains that Lowell Financial Ltd is chasing him for a debt that doesn’t belong to him. backgroundMr K is unhappy that Lowell is pursuing him for a debt associated to credit card account that he says he never held. He says someone else opened the account, usi... (2 pages)View decision -
Decision Reference DRN-1819432
8 Jul 2020 Liverpool Victoria Insurance Company Limited Not upheldInsuranceThe complaint Mr and Mrs D are unhappy with Liverpool Victoria Insurance Company Limited's (LV) handling of the renewal of their buildings and contents insurance policy. What happened Mr and Mrs D had a buildings and contents insurance policy with LV that was due for renewal in ear... (2 pages)View decision
