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 DRN8360129
25 Jan 2017 NewDay Ltd UpheldBanking and creditMrs H complained that NewDay Ltd unfairly recorded a default against her credit file after it agreed a full and final settlement. backgroundThe background to this complaint was set out in my provisional decision. An extract from this is attached and forms part of t... (3 pages)View decision -
Decision Reference DRN-3297821
2 Mar 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3297821 The complaint Mr S complains HSBC UK Bank Plc acted irresponsibly when it lent him £25,000 for a personal unsecured loan. What happened In late 2015, Mr S took out a personal loan with HSBC for £25,000, with a five-year term and a monthly repayment of around £600. In 2021, Mr S... (4 pages)View decision -
Decision Reference DRN-3474004
29 Jul 2022 NewDay Ltd UpheldConsumer CreditDRN-3474004 The complaint Mr M complains that NewDay Ltd trading as AO Finance allocated payments to his accounts in way that disadvantaged him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so in... (2 pages)View decision -
Decision Reference DRN0134225
25 Jul 2018 HSBC Bank plc Not upheldBanking and creditC, a limited company, complains it was misled by HSBC Bank Plc about the terms on which it would lend. C is represented by its director, who I’ll refer to as Mr H. Mr H asks that HSBC cancels his personal guarantee and accepts its processes are misleading and unethi... (2 pages)View decision -
Decision Reference DRN-5124468
21 Nov 2024 Santander UK Plc UpheldConsumer CreditDRN-5124468 The complaint Mr M complains that Santander UK Plc lent to him irresponsibly when they provided him with a loan for £10,000 in 2022. He’s also unhappy with further issues that have arisen since the investigator issued their initial opinion. What happened Mr M took out a loa... (3 pages)View decision -
Decision Reference DRN-4344971
12 Sep 2023 Azzurro Associates Limited UpheldConsumer CreditDRN-4344971 The complaint Mr P complains Azzurro Associates Limited: Didn’t tell him they’d taken over his debt Sent him a letter addressed incorrectly with incorrect information in it Incorrectly registered a default his account - and didn’t send the default correspondence by email In... (9 pages)View decision -
Decision Reference DRN8749343
12 Jun 2020 Pinnacle Insurance Plc UpheldInsurance (excluding PPI)Ms N is unhappy that Pinnacle Insurance Plc is pursuing her for a debt after a court judgement was made regarding her motor insurance policy.backgroundIn 2014 Ms N took out motor insurance with Pinnacle and included a named driver on her policy. In April 2015 the insured car was involved i... (5 pages)View decision -
Decision Reference DRN6321602
10 May 2019 Harvey & Thompson Limited UpheldBanking and creditMr B complains that Harvey & Thompson Limited (H&T) wrongly lent him money he couldn’t afford to pay back. backgroundMr B said that the business didn’t carry out proper affordability checks and allowed him to continue to borrow when he was in financial difficu... (4 pages)View decision -
Decision Reference DRN1948568
22 May 2015 Barclays Bank Plc UpheldBanking and creditMr A complains that Barclays Bank Plc refuses to remove the default it has registered on his account. He complains that this is unfair as he never received the appropriate documents to tell him that Barclays was closing the account never mind to tell him it was g... (3 pages)View decision -
Decision Reference DRN-2833279
24 May 2021 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-2833279 The complaint Ms J is unhappy with the information Home Retail Group Services Limited trading as Argos Card (‘Argos’), reported to the credit reference agencies while she was in a debt management plan. What happened In 2012, Ms J entered into a store card agreement with Argos. ... (4 pages)View decision
