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 DRN0323343
22 Aug 2016 HSBC Bank plc UpheldBanking and creditMrs J complains that HSBC Bank Plc won’t extend the term of her interest only mortgage.backgroundMrs J has an interest only mortgage, taken out in 2006. The term is due to end this month, at which point Mrs J will have to repay the capital.Mrs J says she’s trappe... (2 pages)View decision -
Decision Reference DRN0778862
21 May 2015 Cabot Financial (Europe) Limited Not upheldBanking and creditMr V complains that Cabot Financial (Europe) Limited (the business) recorded a default on his credit file while he was maintaining his payments under a repayment plan. He says that he did not receive any letters saying that his account was in arrears or that a default ... (2 pages)View decision -
Decision Reference DRN6961831
16 Aug 2013 Vanquis Bank Limited UpheldBanking and creditMs B complains about the way in which Vanquis Bank Limited handled her request for assistance with her financial difficulties.backgroundMs B had to give up work following a significant change in her personal circumstances. Because of this, she started to have difficulty in meeting her ... (3 pages)View decision -
Decision Reference DRN-3286112
15 Feb 2022 Progressive Money Limited Not upheldConsumer CreditDRN-3286112 The complaint Mr G complains that Progressive Money Limited (PML) sold his debt when they shouldn’t have and delayed in telling him. What happened Mr G took out a loan with PML in 2017. He defaulted on this arrangement shortly after. He subsequently arranged a payment plan wit... (2 pages)View decision -
Decision Reference DRN7529250
13 Jul 2017 HSBC Bank plc Not upheldBanking and creditThis complaint’s about a joint mortgage Mr and Mrs P have with HSBC Bank Plc, and a personal loan that Mr P holds with the bank. They used the mortgage to buy a house which needed renovating, and the loan to continue working on the renovation. They complain that ... (3 pages)View decision -
Decision Reference DRN-5352146
20 Mar 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5352146 The complaint Mr Y complains about how Hastings Insurance Services Limited administered a payment plan to clear a debt he owed for his motor insurance policy. He wants additional compensation for the stress and inconvenience this caused. What happened Mr Y agreed a payment ... (2 pages)View decision -
Decision Reference DRN-5222336
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5222336 The complaint Mr D complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly when it gave him a credit card and increased his credit limit. What happened In May 2019, Barclaycard gave Mr D a credit card with a limit of £1,100. In March 2021, it inc... (3 pages)View decision -
Decision Reference DRN1031665
30 Sep 2016 Butler-Do Ltd Not upheldBanking and creditMs S complains that Butler-Do Ltd (while trading as Kensington Financial Management Consultants Ltd) mis-sold a debt management plan (DMP) to her.backgroundMs S took the DMP in 2010. She says that she should have been told that similar services could be obtained free... (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 DRN8357268
19 Dec 2019 NRAM Limited Not upheldBanking and creditMr and Mrs W complained about NRAM Limited. Their property was possessed in April 2007 and later sold. They say NRAM didn’t tell them that there wasn’t enough money to pay off their mortgage until October 2018. Mr and Mrs W believe this means they aren’t liable for the debt, and they want... (3 pages)View decision
