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 DRN5111155
12 Oct 2018 Intrum UK Limited Not upheldBanking and creditMr J says he’s being pursued by Intrum UK Limited (“Intrum”) for a debt he’s already paid.backgroundMr J’s loan was initially with another business but was purchased by Intrum in 2003. In 2009 Intrum served a bankruptcy petition on Mr J through it’s solicitors bu... (2 pages)View decision -
Decision Reference DRN9058386
25 Jul 2017 MBNA Limited Not upheldBanking and creditMr T has complained that MBNA Limited unfairly recorded a default on his credit file, and sold his debt to a third party.backgroundMr T had an account with MBNA. This had, it’s been explained, been bought by MBNA from a third party. On 7 April 2011, MBNA wrote to h... (2 pages)View decision -
Decision Reference DRN-1936231
6 Aug 2020 Everyday Lending Limited UpheldConsumer CreditDRN-1936231The complaintMiss R has complained about loans granted to her by Everyday Lending Limited (“EDL”). She says that the loans were unaffordable for her and EDL was wrong to have agreed to them. What happenedEDL agreed two loans for Miss R: a loan of £6,000 in July 2018; a second of... (5 pages)View decision -
Decision Reference DRN-5290217
31 Jan 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5290217 The complaint Mrs W has complained through a representative that Marks & Spencer Financial Services Plc (“M&S") gave her loans without carrying out proportionate affordability checks. Had better checks been made than M&S would’ve discovered the loans weren’t... (6 pages)View decision -
Decision Reference DRN3456365
7 Sep 2018 NewDay Ltd Not upheldBanking and creditMr M complains NewDay Ltd (Marbles) unfairly defaulted his account and shared his personal information with a debt collector without his permission. He wants compensation and for the account to be returned from the debt collector.backgroundMr M tells us he made a paymen... (2 pages)View decision -
Decision Reference DRN4106538
28 Jun 2013 HSBC Bank plc Not upheldBanking and creditMr T complains that when his employer accidentally paid his salary into his closed account with HSBC, HSBC Bank Plc (trading as HSBC) used the money to repay a debt owed by Mr T to HSBC even though a repayment plan was in place. Mr T asks that HSBC writes off his debt and pays him com... (2 pages)View decision -
Decision Reference DRN3072994
24 Mar 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMrs H complains about a repayment plan with Shop Direct Finance Company Limited. She complains that it is unfair that Shop Direct is asking for the arrears to be repaid when her repayment plan ended.backgroundMrs H has an account with Shop Direct. She wrote to Shop... (2 pages)View decision -
Decision Reference DRN9856252
22 Sep 2014 Clydesdale Bank Plc UpheldPayment protection insurance (PPI)Mrs A’s complaint is about the amount of compensation she should receive from Clydesdale Bank Plc (“Clydesdale”). Mrs A believes she should receive all of the compensation payable directly to her.backgroundClydesdale has agreed to compensate Mrs A and in September 2012 made an off... (2 pages)View decision -
Decision Reference DRN2632826
30 Jan 2015 NRAM plc Not upheldBanking and creditMs E and Mr B complain that Northern Rock (asset management) plc, trading as NRAM, continued to charge interest despite Ms E entering into an individual voluntary arrangement (IVA). They want the bank to refund half of the interest added to the loan during the period of the IVA.o... (2 pages)View decision -
Decision Reference DRN7449427
20 Jan 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs A complain that Lloyds Bank plc is wrongly asking them to repay a debt for their limited company which is now dissolved. backgroundMr and Mrs A bought a business in 2005 and asked Lloyds for a loan. The bank refused to lend to them as they couldn’t provide it with enough fin... (2 pages)View decision