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 71155 results
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Decision Reference DRN3498659
17 Feb 2016 The Society of Lloyd's UpheldPayment protection insurance (PPI)Miss B complains that Society of Lloyds (“Lloyds”) mis-sold her payment protection insurance (“PPI”) when she used their agent to reschedule some debts in 2003.Although Lloyds didn’t sell the PPI directly to Miss B, it has accepted responsibility for the sale. ba... (4 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 DRN1203434
1 Nov 2017 Endsleigh Insurance Services Ltd UpheldInsurance (excluding PPI)Mr N complained about Endsleigh Insurance Services Ltd cancelling his car insurance policy and how it treated him after he missed his monthly payment.backgroundMr N failed to pay his monthly insurance premium in February 2017. Endsleigh wrote to Mr N twice giving him th... (3 pages)View decision -
Decision Reference DRN6781132
20 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditMr W has complained that Lloyds Bank Plc sold his credit card debt to a third party after it had agreed that he could suspend making payments until he had completed his apprenticeship.backgroundMr W contacted Lloyds in September 2016 as he was struggling financi... (3 pages)View decision -
Decision Reference DRN0813288
8 Mar 2018 Vanquis Bank Limited Not upheldBanking and creditMiss M complains Vanquis Bank Limited was irresponsible in offering her a credit card in 2014. And she’s also unhappy at what she sees as its aggressive marketing campaign over several years to persuade her to borrow money.backgroundMiss M took out a credit card with Vanq... (3 pages)View decision -
Decision Reference DRN2794493
16 May 2013 HSBC Bank plc UpheldPayment protection insurance (PPI)Mr B complained about the single premium payment protection insurance (PPI) policies he was sold in connection with a loan (loan 3 - account ending **********9181). Following the initial complaint, HSBC Bank Plc agreed to uphold the complaint in connection with this loan and made an offe... (3 pages)View decision -
Decision Reference DRN2767919
27 Apr 2017 Arrow Global Limited Not upheldBanking and creditMr M complains that Arrow Global Limited (AGL) used money from a payment of compensation to settle an earlier debt. He wants AGL to repay the money.backgroundIn 2002 Mr M opened a credit card account with a business, which I’ll refer to as Bank 2 Monument. This account ... (2 pages)View decision -
Decision Reference DRN-3591497
21 Oct 2022 London Mutual Credit Union Limited UpheldConsumer CreditDRN-3591497 The complaint Ms O complains that London Mutual Credit Union Limited (“LMCU”) irresponsibly granted her credit that she couldn’t afford to repay. What happened LMCU approved several loans, and payday loans, for Ms O between May 2013 and October 2014. I’ve summarised those loans... (3 pages)View decision -
Decision Reference DRN-3115112
19 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3115112 The complaint Mr H complains that NewDay Ltd trading as Aquacard lent him money he couldn’t afford to pay back, and he was in persistent debt as a result of this. What happened Mr H said that NewDay lent to him irresponsibly. He wanted it to refund all charges and interest, an... (5 pages)View decision -
Decision Reference DRN8283382
14 Sep 2017 ARC (Europe) Limited Not upheldBanking and creditMr H complains that ARC (Europe) Ltd wrongly contacted him to ask for repayment of a debt that wasn’t his.backgroundARC bought the debt from the original lender. The lender gave ARC Mr H’s contact details, but the debt wasn’t anything to do with him. Mr H complai... (2 pages)View decision
