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 71745 results
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Decision Reference DRN-4639571
20 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4639571 The complaint Mr D has complained about the circumstances surrounding Bank of Scotland plc, trading as Halifax, suspending his credit card account. What happened Mr D has a credit card account with Halifax, which it suspended due to persistent debt. Mr D has explained that h... (3 pages)View decision -
Decision Reference DRN1405836
3 Feb 2014 Advance Mortgage Funding Ltd Not upheldBanking and creditMr and Mrs D complain that Advance Mortgage Funding Ltd (AMF) arranged two mortgages for them in 2006 and 2008 that were unsuitable. The complaint is brought on their behalf by a claims management company (CMC).backgroundIn October 2006 Mr and Mrs D took advice from AMF for a remortga... (2 pages)View decision -
Decision Reference DRN1339430
25 Oct 2018 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Ltd lent him money irresponsibly when it increased his credit limit at a time when he was experiencing financial difficulties. backgroundMr L held a credit card account with NewDay (“Aqua”). In November 2013and July 2014, the credit limit on ... (2 pages)View decision -
Decision Reference DRN-4739683
1 Jul 2024 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-4739683 The complaint Mr Q complains about the level of service provided by Atlanta Insurance Intermediaries Limited trading as Swinton Insurance in administering his motor insurance policy. What happened Mr Q said he received a letter from his broker stating that his policy would not ... (2 pages)View decision -
Decision Reference DRN-3503345
2 Jun 2022 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-3503345 The complaint Mr E complains that Markerstudy Insurance Company Limited (Markerstudy) instructed a debt collector to collect a debt it hadn’t made him aware of under his motor insurance policy. Mr E originally complained to his broker. However, it’s his insurer, Markerstudy, th... (3 pages)View decision -
Decision Reference DRN-5298293
6 Mar 2025 Plend Limited Not upheldConsumer CreditDRN-5298293 The complaint Mr S complains that Plend Limited (Plend) acted irresponsibly in agreeing to a loan he said he couldn’t afford. What happened In August 2022 Mr S entered into a Fixed Sum Loan agreement with Plend for £10,000. He said the loan was for debt consolidation to clea... (3 pages)View decision -
Decision Reference DRN-1678266
23 Jun 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1678266The complaintMs S complains that National Westminster Bank Plc (“NatWest”) contacted her about an account she wasn’t aware of. What happenedMs S contacted this service and said she’d received a letter from NatWest’s Debt Management department about an account she knew nothing ab... (3 pages)View decision -
Decision Reference DRN-2952185
30 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2952185 The complaint Mr J complained about lending made to him by NewDay Ltd. He said he already had a considerable amount of unsecured debt when NewDay lent him this money, and he thought this lending was irresponsible. What happened Mr J said he applied for a credit card with NewDa... (3 pages)View decision -
Decision Reference DRN-5197681
7 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5197681 The complaint Miss H complains that NewDay Ltd irresponsibly lent to her. Miss H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss H herself. What ... (4 pages)View decision -
Decision Reference DRN7400795
6 Jun 2019 HSBC UK Bank Plc Not upheldBanking and creditMiss S complains that HSBC UK Bank plc has wrongly defaulted her account and recorded the information on her credit file.backgroundHSBC told Miss S her account was being passed to its debt recovery team because it had been overdrawn for some time. HSBC reduced t... (2 pages)View decision
