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 71523 results
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Decision Reference DRN-4330602
18 Dec 2023 Plata Finance Limited UpheldConsumer CreditDRN-4330602 The complaint Mrs C complains Plata Finance Limited trading as Zopa (at the time trading as Zopa Limited) irresponsibly arranged a loan that was unaffordable for her. What happened In January 2019 Zopa arranged a loan for Mrs C of £5,000 with a fee of £140. The loan was to be r... (4 pages)View decision -
Decision Reference DRN8113994
19 Aug 2015 J D Williams & Company Limited UpheldBanking and creditMiss P has complained that J D Williams & Company Limited, trading as ‘The Brilliant Gift Shop’, unfairly charged her interest and fees on a debt she owed it.backgroundMiss P entered into a debt management plan through a third party. She has explained that altho... (2 pages)View decision -
Decision Reference DRN-3601278
20 Sep 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3601278 The complaint Mr P is unhappy with how Volkswagen Financial Services (UK) Limited (‘VWFS’) dealt with his request for assistance as a result of financial difficulties. What happened On 19 April 2017, Mr P was supplied with a used commercial vehicle through a hire purchase agree... (5 pages)View decision -
Decision Reference DRN-2610332
3 Mar 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2610332 The complaint Mr C complains that Bank of Scotland plc trading as Halifax irresponsibly allowed him to open a credit card account that was unaffordable. What happened Mr C says he opened a Halifax credit card account in 2019 that was unaffordable and that the lending was irresp... (2 pages)View decision -
Decision Reference DRN9193121
28 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr A complains that he applied to act as guarantor for a loan for his son but as this was no longer a service National Westminster Bank Plc offered, it instead enabled his son to access his overdraft without making the implications clear. Also, he says that it has ignored his request... (2 pages)View decision -
Decision Reference DRN0891564
17 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMr and Mrs K complain that NEO Media Solutions Limited (trading as One Debt Solution) only passed on to their creditors part of the payments they made to it, and refused to refund the balance of these payments after they cancelled their agreement with it. They also say they were not aw... (2 pages)View decision -
Decision Reference DRN-3107238
26 Aug 2022 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-3107238 The complaint Mrs F complains about Marks and Spencer Financial Service Plc’s (“M&S”) decision to treat her account as being in persistent debt and the service it provided around this. What happened In December 2020, Mrs F found that her credit card account had been suspend... (3 pages)View decision -
Decision Reference DRN-2933879
17 Feb 2022 Sky UK Limited UpheldConsumer CreditDRN-2933879 The complaint Mrs W complains about five credit agreements taken out in her name with Sky UK Limited (“SUL”). What happened Between March and November 2018 five credit agreements were taken out with SUL in Mrs W’s name. Three of the agreements were taken out in November 2018. T... (7 pages)View decision -
Decision Reference DRN-4686855
7 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4686855 The complaint Mr K complains that Lloyds Bank PLC (Lloyds) defaulted his account What happened Mr K had an account with Lloyds since he was 11. He went to university and then, because of the pandemic, he relocated to another address, but didn’t tell Lloyds. He had an overdraft ... (3 pages)View decision -
Decision Reference DRN-3944428
3 Mar 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3944428 The complaint Miss P says Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly and it failed to provide her with the necessary support when she experienced financial difficulties. What happened The facts of the complaint are well known to both parties, so I wil... (4 pages)View decision
