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-2892344
14 Jul 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2892344 The complaint Mr P complains that Bank of Scotland plc (BOS) unfairly placed default markers on is credit file. What happened Mr P had a credit card with BOS. In July 2016, a notice of default was sent to Mr P. In October 2016, BOS registered the default and the debt of £1278 w... (3 pages)View decision -
Decision Reference DRN4731710
17 Jan 2014 NEO Media Solutions Limited UpheldBanking and creditMiss U and Mr J complain that NEO Media Solutions Limited (trading as One Debt Solution): did not explain clearly to them how its debt management plan would operate; did not pass on payments to their creditors; and after they cancelled their agreement, refused to return the payment... (2 pages)View decision -
Decision Reference DRN3604103
1 Nov 2017 Santander UK Plc Not upheldBanking and creditMr T complained about charges on his account with Santander UK Plc. He wants all charges refunded for the last six years, together with compensation for the effect the charges had had on him.backgroundMr T complained about charges which Santander had made to his c... (3 pages)View decision -
Decision Reference DRN8168226
12 May 2015 Legal & General Partnership Services Limited Not upheldBanking and creditThrough a claims management company (CMC), Mr and Mrs N complain that they received unsuitable mortgage advice in 2006 and 2008 from a representative of Legal & General Partnership Services Limited (L&G).background In 2006 Mr and Mrs N re-mortgaged after taking ... (3 pages)View decision -
Decision Reference DRN2710818
2 Mar 2021 BMW Financial Services (GB) Limited Not upheldBanking and creditMr B complains about how BMW Financial Services(GB) Limited (“BMWFS”) has administered and managed his debt with it. He is concerned that he may have been over charged interest and that the new monthly payments set (following his decision to make part repayments) were incorrect. background... (3 pages)View decision -
Decision Reference DRN3705692
23 Aug 2013 HSBC Bank plc Not upheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy arranged with a personal loan taken out with HSBC Bank plc (“HSBC”). Mr B – who is self-employed - says that when he fell ill and tried to claim on the PPI, he was told that he would have to cease trading altogether. Th... (3 pages)View decision -
Decision Reference DRN-5104540
21 Feb 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5104540 The complaint Mr M has complained about a loan Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. What happened On 1 March 2024 Mr M applied online for a £6,000 fi... (3 pages)View decision -
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 DRN-4660896
29 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4660896 The complaint A limited company, which I’ll refer to as ‘M’, is unhappy that Metro Bank PLC took money from its business current account (“BCA”) to offset against its defaulted Bounce Back Loan (“BBL”) balance. M’s complaint is brought to this service by its director, whom I’ll... (3 pages)View decision -
Decision Reference DRN1929267
4 Mar 2015 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr D’s complained that Tesco Underwriting Limited charged him for home insurance for nearly two months after he’d written to say he didn’t want to renew his policy. Mr D’s been dealing with Tesco Bank as it arranged his policy. It’s acting for the insurance company who provided the cov... (2 pages)View decision
