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 70502 results
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Decision Reference DRN-2731330
7 Jul 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2731330 The complaint Miss B complains that NewDay Ltd irresponsibly lent to her. What happened In April 2017, Miss B took out an Aqua credit card with NewDay. At this time she set out she was employed, declared her income and NewDay was able to see her other outstanding debt from a c... (3 pages)View decision -
Decision Reference DRN2504726
17 Feb 2016 Santander UK Plc Not upheldBanking and creditMr C complains that Santander UK Plc unfairly recorded a default on his credit file without warning.backgroundMr C had an overdrawn current account with Santander. Santander says that, because of the length of time the overdraft debt had been outstanding, it closed the ac... (2 pages)View decision -
Decision Reference DRN-2606048
10 Mar 2021 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-2606048 The complaint X complains Home Retail Group Card Services Limited (trading as “Argos”) have asked her to increase the monthly payment on her store card, and they will suspend her account if she doesn’t. What happened X took out an Argos store card several years ago. In June 201... (2 pages)View decision -
Decision Reference DRN1942647
23 Dec 2014 National Westminster Bank Plc Not upheldBanking and creditMr C and Miss G complain that National Westminster Bank Plc was irresponsible in providing them with a mortgage that was unaffordable.backgroundMr C and Miss G sold their existing property and took a new mortgage of approximately £178,000 with NatWest in March 2007. In July 2007 the mo... (2 pages)View decision -
Decision Reference DRN2827206
30 Sep 2016 Butler-Do Ltd Not upheldBanking and creditMrs G, represented by a claims management company (CMC), complains that Butler-Do Ltd (the business) mis-sold her a debt management plan (DMP). backgroundMrs G entered into a DMP with the business in 2009. The CMC says that a DMP was not the best solution available to... (2 pages)View decision -
Decision Reference DRN-2629526
23 Apr 2021 Prac Financial Limited UpheldConsumer CreditDRN-2629526 The complaint Mr B complains about the way PRAC Financial Limited has pursued a debt in his name. He would like PRAC to write the debt off and amend his credit file. What happened In 2016, PRAC bought a debt in Mr B’s name and appointed a law firm to deal with collection. For e... (2 pages)View decision -
Decision Reference DRN7068327
23 Sep 2016 IG Index Limited Not upheldInvestment and pensionsMr P complains that IG Index Limited gave him incorrect information about the level at which a margin call would be triggered on his account. He says if he had been told the correct level, he would’ve added more funds and kept his positions open. backgroundOn 20 Janu... (5 pages)View decision -
Decision Reference DRN1715733
30 Aug 2016 Casheuronet UK LLC Not upheldBanking and creditMiss H complains that Casheuronet UK LLC (trading as Pounds to Pocket) gave her an unaffordable instalment loan. She wants it to waive the balance outstanding, refund her interest and charges and remove the loan from her credit file.backgroundMiss H said that in 2011 Pou... (2 pages)View decision -
Decision Reference DRN7295973
25 Feb 2015 National Westminster Bank Plc Not upheldBanking and creditMr B has complained as the director of a limited company, which I shall refer to as “Y”, about the actions of National Westminster Bank Plc (“the bank”).In particular, Y is unhappy that:- The bank charged it for a security review. Excessive interest and charges were applied to its ac... (2 pages)View decision -
Decision Reference DRN-3745947
9 Mar 2023 Bright Star Financial Limited Not upheldMortgagesDRN-3745947 The complaint Mr and Mrs M’s complaint is about a third charge mortgage they were advised to take in 2019 by Bright Star Financial Limited (BSF). They believe that they should not have been sold the loan because it wasn’t affordable; they had a significant amount of unsecured d... (3 pages)View decision
