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 69710 results
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Decision Reference DRN-4040359
23 Mar 2023 Telefonica UK Limited Not upheldConsumer CreditDRN-4040359 The complaint Mr S complains that Telefonica UK Limited (“Telefonica”) treated him unfairly in relation to more than one fixed sum loan he held with it. What happened Mr S was provided with three fixed sum loans by Telefonica to finance the purchase of electronic devices. I und... (4 pages)View decision -
Decision Reference DRN5442596
24 Mar 2015 Blue Finance Management Limited UpheldBanking and creditMiss G complains that Blue Finance Management Limited (trading as DEBTPLAN Direct) (the business) set up a debt management plan (DMP) for her that was not in her best interest and did not tell her about the upfront charges. backgroundMiss G says that the business ca... (2 pages)View decision -
Decision Reference DRN1838390
4 Feb 2019 Tesco Personal Finance PLC Not upheldPayment protection insurance (PPI)Ms D isn’t happy with how Tesco Personal Finance Plc (‘Tesco’) has offered to resolve her complaint about a payment protection insurance (‘PPI’) policy attached to her loan.backgroundIn 1999 Ms D took out a loan with Tesco for £15,000 with a term of 60 months. The ... (3 pages)View decision -
Decision Reference DRN5309291
5 Nov 2018 Robinson Way Limited Not upheldBanking and creditMr R complains about a County Court Judgement (CCJ) Robinson Way Limited has obtained in relation to an old credit card debt. Mr R says he’s previously agreed a settlement for the debt and that the balance is too high. backgroundMr R had a credit card debt with Barcl... (3 pages)View decision -
Decision Reference DRN-5001363
9 Oct 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5001363 The complaint Mr E complains that The Royal Bank of Scotland Plc (“RBS”) passed his debt to a debt collection agency. What happened Mr E holds an account with RBS. Due to Mr E’s financial circumstances, he hasn’t made payments to the account for some time. On 1 November 2023... (3 pages)View decision -
Decision Reference DRN6797376
22 Dec 2015 HSBC Bank plc Not upheldPayment protection insurance (PPI)Ms G has complained that HSBC Bank Plc (HSBC) mis-sold her a payment protection insurance (PPI) policy. backgroundMs G took out a personal loan with HSBC in July 2004. At the same time she was sold a single premium PPI policy – this was paid for by an upfront cost... (2 pages)View decision -
Decision Reference DRN-2660859
9 Jun 2021 Intrum UK Limited Not upheldConsumer CreditDRN-2660859 The complaint Mr B complains that Intrum UK Limited has been chasing him for a debt which he has already settled. Mr B wants Intrum to stop making contact about the debt and amend his credit file. What happened In early 2018, Intrum bought a debt in Mr B’s name from a business... (3 pages)View decision -
Decision Reference DRN6060575
17 Nov 2015 Lighthouse Group Not upheldBanking and creditMr D complains that the advice given to him when he re-mortgaged his home was unsuitable.backgroundMr D approached Lighthouse Group for advice on re-mortgaging his home in 2007. At the time, he had significant additional debt and Lighthouse Group advised him to re-mortg... (2 pages)View decision -
Decision Reference DRN1727301
1 Dec 2016 Clydesdale Bank Plc Not upheldBanking and creditA director, Mr D, has raised a complaint on behalf of his company, which I’ll call P Ltd.P Ltd’s concerned that Clydesdale Bank plc (“Clydesdale”) sold its debt to an unregulated lender.backgroundP Ltd had an overdraft with Clydesdale until June 2015, when the debt... (2 pages)View decision -
Decision Reference DRN5589444
29 Sep 2016 Debt Advisory Line Limited UpheldBanking and creditMr W, represented by a claims management company (CMC), says that the debt management plan (DMP) set up for him by Debt Advisory Line Limited (DAL) was mis-sold. backgroundMr W says that he was mis-sold the DMP and an IVA should have been proposed.The CMC says that Mr... (2 pages)View decision
