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-5499343
24 Apr 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5499343 The complaint Mr E complains that Monzo Bank Ltd irresponsibly lent him two personal loans. What happened Mr E took out a personal loan with Monzo in August 2022, borrowing £7,000 over a term of 60 months. The interest rate was 19.5% APR, giving a monthly payment of £176.73.... (5 pages)View decision -
Decision Reference DRN0924053
24 Feb 2018 Nemo Personal Finance Limited Not upheldBanking and creditMr A complains that Nemo Personal Finance Limited is chasing him for a debt he doesn’t owe.backgroundMr A took out a secured loan with Nemo in 2007. The loan fell into arrears and Nemo started possession proceedings. In May 2015 the court ordered that Mr A make month... (2 pages)View decision -
Decision Reference DRN8445639
24 Mar 2015 AKINIKA DEBT RECOVERY LIMITED Not upheldBanking and creditMrs V complains that Akinika Debt Recovery Limited is contacting her about a debt, when she already has a repayment arrangement in place with the bank from which she borrowed the money. She does not want to deal with a debt collection agency.backgroundAkinika responde... (2 pages)View decision -
Decision Reference DRN-3794890
11 Nov 2022 Bennetts Motorcycling Services Limited Not upheldInsuranceDRN-3794890 The complaint Mr R complains about the fees charged by Bennetts Motorcycling Services Limited trading as Bennetts when he cancelled a motorcycle insurance policy. Mr R’s also unhappy that an outstanding debt related to these fees was passed to a debt collection agency, and the ... (3 pages)View decision -
Decision Reference DRN-2756468
21 Jul 2021 Gain Credit LLC Not upheldConsumer CreditDRN-2756468 The complaint Mr R complains that Gain Credit LLC (trading as Lending Stream) was irresponsible to lend to him. What happened Mr R took out a £450 loan with Lending Stream on 10 October 2017. It was due to be repaid with 6 monthly instalments, the highest of which was £198, wit... (3 pages)View decision -
Decision Reference DRN3769195
4 Aug 2015 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mr R complained he was mis-sold payment protection insurance (PPI) with a loan with Capital One (Europe) plc (Capital One).backgroundMr R took out a loan with Capital One in 2005 (first loan), he refinanced this loan with a new loan in 2006 (second loan) and borrowed... (2 pages)View decision -
Decision Reference DRN-4516734
5 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4516734 The complaint Mr W complains that NewDay Ltd trading as Aqua was irresponsible when it offered him credit and later increased his credit limit. Mr W bought his complaint via a representative but I will refer to him throughout for simplicity. What happened NewDay opened a credit... (3 pages)View decision -
Decision Reference DRN5850967
10 Feb 2016 Santander UK Plc UpheldBanking and creditMrs W complains about Santander UK plc giving her inadequate and confusing information on arrangements to pay debts on her accounts, and about how it dealt with her complaint.backgroundMrs W had a reduced payment arrangement to pay off arrears on four accounts which... (2 pages)View decision -
Decision Reference DRN-4705200
25 Mar 2024 Lloyds Bank PLC UpheldConsumer CreditDRN-4705200 The complaint Mr W complains, on behalf of the estate of his late mother Mrs P, that Lloyds Bank Plc lent the late Mrs P a personal loan irresponsibly. What happened Mrs P took out a personal loan with Lloyds in 2010. The loan was for £7,500.00 over 84 months, with an APR of 11... (4 pages)View decision -
Decision Reference DRN3774320
17 Mar 2017 Southern Pacific Mortgage Limited UpheldBanking and creditMr B and Ms M complain about how Southern Pacific Mortgage Limited dealt with them while Mr B was receiving medical treatment. They say it didn’t provide appropriate support and advice about repaying the mortgage debt and its service and communication is poor.Mr B and... (2 pages)View decision
