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 70898 results
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Decision Reference DRN-3095996
8 Oct 2021 BW Legal Services Limited Not upheldConsumer CreditDRN-3095996 The complaint Miss C complains BW Legal Services Limited, trading as BW Legal, are asking her to repay a debt for a loan which has been written off. She doesn’t think they should contact her any further. What happened I issued a provisional decision on 16 September 2021, settin... (5 pages)View decision -
Decision Reference DRN-3780710
9 Nov 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3780710 The complaint Mr B complains that Vanquis Bank Limited irresponsibly granted him credit he couldn’t afford to repay. What happened Vanquis opened a credit card account for Mr B in January 2013. This type of credit was an open-ended or running account facility and the credit lim... (3 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 DRN6366993
10 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMs W complains that Bank of Scotland plc (trading as “Halifax”) hasn’t dealt fairly with her in relation to her liability for an outstanding debt on her joint account.backgroundMs W held a joint account with a third party with Halifax. The third party spent on the ac... (2 pages)View decision -
Decision Reference DRN3599261
9 Feb 2021 Everyday Lending Limited UpheldBanking and creditMiss D has complained that Everyday Lending Limited (EDL) lent to her irresponsibly. background Miss D was given a loan of £6,000 by EDL in June 2018. The loan was due to be repaid in 48 monthly instalments of about £320. The total amount payable, including interest was just over £15,373. ... (4 pages)View decision -
Decision Reference DRN-3065690
1 Apr 2022 UK Credit Limited UpheldConsumer CreditDRN-3065690 The complaint Mr W complains about a loan given to him by UK Credit Limited. What happened In June 2018, Mr W applied to UK Credit for a loan of £4,000. The loan was agreed and was to be repaid in 60 monthly instalments of £176.39. Mr W says that the loan was never affordable f... (4 pages)View decision -
Decision Reference DRN-2829394
19 Aug 2021 Everyday Lending Limited UpheldConsumer CreditDRN-2829394 The complaint Mr S complains that Everyday Lending Limited trading as Everyday Loans irresponsibly provided him with unaffordable loans. What happened Everyday Lending provided Mr S with loans as follows: Date Amount Term Monthly repayment Loan one 26/10/2018 £3,500 36 Months £... (4 pages)View decision -
Decision Reference DRN-5146751
14 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5146751 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase his credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-2560417
11 Feb 2021 Union Reiseversicherung AG Not upheldInsuranceDRN-2560417 The complaint Ms A complains about the way Union Reiseversicherung AG (“URV”) handled a claim she made on her travel insurance policy. What happened Ms A took out a travel insurance policy underwritten by URV to cover a holiday to the USA. That holiday took place in March 2019,... (5 pages)View decision -
Decision Reference DRN6627892
19 May 2017 Santander UK Plc Not upheldInvestment and pensionsMr and Mrs K are complaining about Santander UK Plc because it encouraged them to make changes to their mortgage arrangements rather than cancel their life insurance policy. They feel Santander stood to lose out if the policy was cancelled shortly after it started a... (2 pages)View decision
