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 77331 results
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Decision Reference DRN-2586841
12 Feb 2021 Bank of Scotland Plc UpheldConsumer CreditDRN-2586841 The complaint Mr S complains Bank of Scotland plc (BOS) sold his loan account to a third party after being told the loan had been written off with no further payments required. What happened Below is intended to be a summary of what happened and does not therefore include a ful... (3 pages)View decision -
Decision Reference DRN-5706996
31 Jul 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5706996 The complaint Mr T complains about the way that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, has dealt with the hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr T under a hire purcha... (3 pages)View decision -
Decision Reference DRN-4414608
13 Nov 2023 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4414608 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank (‘Tesco Bank’) irresponsibly gave a loan that he couldn’t afford. What happened In July 2016 Mr P asked for and was given a loan for £6,000 which had a term of five years. The purpose of the loan... (3 pages)View decision -
Decision Reference DRN-3932440
31 Mar 2023 Fresh Start UK Debt Management Ltd Not upheldConsumer CreditDRN-3932440 The complaint Mrs C complains about the service provided by Fresh Start UK Debt Management Ltd and the advice to take out and retain a Debt Management Plan (DMP). What happened In 2006 a business I’ll call P arranged a DMP for Mrs C in respect of debts in her name. P later wen... (3 pages)View decision -
Decision Reference DRN9615367
25 Jan 2017 TSB Bank plc Not upheldBanking and creditMr J complains about the way in which TSB Bank Plc has dealt with a disputed transaction.backgroundMr J disputes a transaction which took place on his account in March 2015. The debt took him further into his overdraft balance and after numerous failed attempts to co... (2 pages)View decision -
Decision Reference DRN6509467
26 Aug 2015 Legal & General Partnership Services Limited Not upheldBanking and creditUnder the rules of the Financial Ombudsman Service, I am required to ask Mr and Mrs B either to accept or reject my decision before 28 September 2015. Jan O’Leary ombudsman at the Financial Ombudsman ServicecomplaintThrough a claims management company (CMC) Mr and Mrs B complai... (2 pages)View decision -
Decision Reference DRN1835751
30 Apr 2020 American Express Services Europe Limited Not upheldBanking and creditMr M complains that American Express Services Europe Limited (American Express) treated him unfairly when it didn’t approve his request to help him reduce his credit card balance and this has had a negative impact on his mental wellbeing.backgroundMr M explained that he contacted American ... (5 pages)View decision -
Decision Reference DRN-4427339
19 Feb 2024 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4427339 The complaint Ms B says Link Financial Outsourcing Limited, trading as Asset Link Capital (No.9) (who I’ll call Link) have been unreasonable to pursue her for debts that have been written off. What happened The details of this complaint are well known to both parties, so I won’... (2 pages)View decision -
Decision Reference DRN2949686
9 Oct 2017 Vanquis Bank Limited Not upheldBanking and creditMr J complains that Vanquis Bank Limited has made excessive and unauthorised telephone calls in relation to a debt. He also says that Vanquis has failed to act in accordance with debt collection guidelines.background Mr J held an account with Prudential Personal Credit ... (2 pages)View decision -
Decision Reference DRN8437099
18 May 2017 Casheuronet UK LLC Not upheldBanking and creditMiss M complains that CashEuroNet UK LLC (trading as Pounds to Pocket) gave her an unaffordable instalment loan. She’s also unhappy with its level of service after she entered a debt management plan. She wants a refund of the interest and charges she paid. backgrou... (2 pages)View decision