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 DRN6994613
8 Oct 2019 Capital One (Europe) plc UpheldBanking and creditMrs F complains about Capital One (Europe) Plc (“Capital One”) over its handling of apayment protection insurance refund. Capital One paid Mrs F her PPI compensation twice in error and when the error was corrected this left Mrs F in significant debt. She wants this debt to be reduced or wr... (3 pages)View decision -
Decision Reference DRN6982779
22 Dec 2017 Paragon Finance Plc UpheldBanking and creditMr and Mrs W are unhappy Paragon Finance Plc (trading as Idem Servicing) (Idem) incorrectly reported the arrears on their account and recorded defaults, rather than an arrangement to pay, to the credit reference agencies. And Idem didn’t fully explain the impact entering ... (4 pages)View decision -
Decision Reference DRN7538083
9 Mar 2015 Lloyds Bank PLC Not upheldBanking and creditMr G feels that Lloyds Bank PLC (previously Lloyds TSB) is acting unfairly in refusing to accept the repayments he’s offering it towards a debt he owes under a guarantee. He’s also unhappy the bank has charged him interest, which he says it agreed to waive.backgroundMr G owes money to Ll... (2 pages)View decision -
Decision Reference DRN4065221
1 Aug 2017 Lloyds Bank PLC Not upheldBanking and creditMr I’s unhappy Lloyds Bank PLC didn’t reduce the amount he owed to £950.00 in April 2015. He says Lloyds agreed to this and although he tried to raise this afterwards, Lloyds didn’t properly deal with his concerns. He’s also had a number of problems with Lloyds ... (2 pages)View decision -
Decision Reference DRN3370476
22 Mar 2018 Gain Credit LLC UpheldBanking and creditMr N complains about the information recorded on his credit file in relation to two loans that he took out with Gain Credit LLC (trading as Lending Stream) in 2013. backgroundThe background to this complaint was set out in my provisional decision I sent to both part... (6 pages)View decision -
Decision Reference DRN-2488921
22 Jul 2021 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-2488921 The complaint Ms M complains that Shop Direct Finance Company Limited, trading as Littlewoods, didn’t accept her offer of settlement for one of her accounts, when it did for the other. What happened Ms M had two accounts with Shop Direct. When she found herself having financial... (3 pages)View decision -
Decision Reference DRN7430689
16 Apr 2013 HSBC Bank plc UpheldPayment protection insurance (PPI)Miss F complained about the single premium payment protection insurance (PPI) policies she was sold in connection with three loans (A-5089; B-2935; C-4296). Following the initial complaint, HSBC Bank Plc agreed to uphold the complaint in connection with all three loans and made an offer ... (4 pages)View decision -
Decision Reference DRN8461475
16 Jun 2020 NewDay Ltd UpheldBanking and creditMrs B has complained about two credit card accounts taken out with NewDay Ltd. Mrs B says that NewDay shouldn’t have increased the credit limit on her Aqua card in 2014 and that it should not have allowed her to take out the Opus card in 2018. backgroundIn February 2012 Mrs B took out the... (4 pages)View decision -
Decision Reference DRN-3489417
16 May 2023 Octopus Investments Limited Not upheldInvestmentsDRN-3489417 Complaint Mr H’s complaint is about a EIS portfolio investment he made with Octopus Investments Limited (“Octopus”). The investment made a significant loss and he says that loss was magnified by the gearing involved with the investment (i.e. the borrowing taken by the companies... (6 pages)View decision -
Decision Reference DRN7950365
19 Feb 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr H says Capital One (Europe) plc mis-sold him payment protection insurance (PPI).backgroundIn 2001 Mr H took out a credit card with Capital One. At the same time it sold him payment protection insurance. In February 2016, Capital One upheld Mr H’s complaint about the... (2 pages)View decision
