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 71923 results
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Decision Reference DRN9595591
6 Oct 2017 American Express Services Europe Limited Not upheldBanking and creditMr R complains that American Express Services Europe Limited (Amex) has registered a default on his credit file. He says he’s provided medical evidence that shows he lacked capacity to enter into the credit agreements with it. He doesn’t think it fair any default shoul... (2 pages)View decision -
Decision Reference DRN6696328
25 Aug 2017 Link Financial Outsourcing Limited Not upheldBanking and creditMrs J has complained about Link Financial Outsourcing Limited pursuing her for a debt.backgroundMrs J had student loans with a third party, which I will call ‘B’, which are still outstanding. The account was initially being administered by another party, but Link Fin... (2 pages)View decision -
Decision Reference DRN3101724
24 Mar 2014 Finances Explained Limited Not upheldBanking and creditMrs and Mr K’s complaint concerns advice given to them by Finances Explained Limited to take out an equity release lifetime mortgage.backgroundIn 2012 Mrs and Mr K approached Finances Explained with the aim of releasing some equity from their property. They had an existing interest only ... (2 pages)View decision -
Decision Reference DRN6006594
18 Jul 2019 Vanquis Bank Limited Not upheldBanking and creditMiss B complains that Vanquis Bank Limited lent to her irresponsibly when it increased her credit card limit over several years.backgroundMiss B took out a credit card with Vanquis in 2012 with an initial credit limit of £250. Over the next two years, Vanquis increased the credit limit on ... (2 pages)View decision -
Decision Reference DRN4569032
20 Dec 2016 Kapama Limited UpheldBanking and creditMr L complains Kapama Limited (“Kapama”) hasn’t treated him fairly, despite knowing about his financial difficulties.backgroundMr L was provided with a rolling credit facility by a different lender in 2013. Although he was able to borrow up to £520 he only took £100. Wh... (2 pages)View decision -
Decision Reference DRN8444270
2 Jul 2018 HSBC Bank plc Not upheldBanking and creditMiss F complains that HSBC Bank Plc should’ve entered earlier default dates on her credit record. backgroundMiss F had an HSBC bank account with an overdraft and she also had an HSBC credit card account. Unfortunately she got into financial difficulties in 2011. But a... (2 pages)View decision -
Decision Reference DRN-4094030
12 Jun 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4094030 The complaint Miss K complains that Santander UK Plc held her liable for a credit card account that she didn’t open and registered a default. What happened Miss K says she complained to Santander in September 2021 about direct debits from her current account she didn’t recognis... (3 pages)View decision -
Decision Reference DRN6190678
26 Jul 2013 Nationwide Building Society Not upheldInvestment and pensionsThis complaint concerns the surrender of Ms N’s endowment plan by Nationwide Building Society in September 2011. Ms N is not happy that she was not notified of the surrender before it happened and is not happy with the offer made by Nationwide to compensate her. background Nationwide... (2 pages)View decision -
Decision Reference DRN-3939971
14 Mar 2023 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3939971 The complaint Ms A, through her representative, complains that AvantCredit of UK, LLC, lent to her before carrying out the proper checks and so it lent to her irresponsibly. What happened Ms A was approved for one loan in June 2016. The loan was to be for debt consolidation and... (5 pages)View decision -
Decision Reference DRN5206545
22 Jun 2017 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMs F complains, in summary, that she wasn’t provided with satisfactory information whenshe took out a debt management plan (“DMP”), with a third party (“T”). The DMP was thenpassed to Harrington Brooks (Accountants) Limited, trading as Harrington Brooks DebtManagement... (5 pages)View decision
