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-4381438
1 Dec 2023 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4381438 The complaint Mrs N complains that Shawbrook Bank Limited was irresponsible in its lending to her. What happened Mrs N says that she only recently realised that lenders were required to carry out checks to ensure she could afford the repayments without taking on further debt. S... (2 pages)View decision -
Decision Reference DRN8043507
11 Dec 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr M’s complaint is about a payment protection insurance (PPI) policy he was sold by Capital One (Europe) Plc with a credit card. backgroundIn 2007, Mr M took out a credit card with Capital One. At the same time, he was sold a PPI policy to protect the repayments ... (3 pages)View decision -
Decision Reference DRN0001079
9 Jul 2019 Lloyds Bank PLC Not upheldBanking and creditMr J complains about lending made to him by Lloyds Bank PLC.backgroundMr J borrowed a large amount of money from Lloyds, by first applying for and then greatly increasing an overdraft. He said he’d borrowed £2,500 in a short period of time. Mr J said he shouldn’t have been able to do that,... (4 pages)View decision -
Decision Reference DRN3641588
11 Sep 2014 RG Debt Management Services Limited Not upheldBanking and creditMr M complains that RG Debt Management Services Limited, trading as Debt Line, failed to provide him with a satisfactory service. He is seeking a refund of Debt Line’s management fees.backgroundMr M entered into a debt management plan with Debt Line in February 2011. He initially agree... (2 pages)View decision -
Decision Reference DRN-4820518
24 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4820518 The complaint Mr S complains that Santander UK Plc sold his debt to a debt collection agency despite his offer to partially settle the account balance with a one-off payment. What happened Mr S held a personal current account and credit card with Santander which together had ac... (3 pages)View decision -
Decision Reference DRN-3249479
14 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3249479 The complaint Mrs C complaints that NewDay Ltd (Aqua) lent to her irresponsibly What happened In December 2015, Mrs C applied for a credit card from Aqua. It was agreed with a limit of £900. Her limit was then increased as shown: In June 2019, Mrs C’s account was put onto a pay... (5 pages)View decision -
Decision Reference DRN-1382377
17 Nov 2020 Debt Managers (Services) Limited UpheldConsumer CreditDRN-1382377 The complaint Mr W complains that Debt Managers (Services) Limited are chasing him for a debt that isn’t his. He also complains that the resulting marker on his credit file has prevented him from getting mortgages. What happened Mr W said he received a letter from a debt manage... (2 pages)View decision -
Decision Reference DRN9647450
25 Sep 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs P has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (“PPI”).backgroundMrs P took out a credit card with Capital One and also to... (2 pages)View decision -
Decision Reference DRN1422905
5 Dec 2018 Clydesdale Financial Services Limited Not upheldBanking and creditMr S complains that despite Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) writing to him to say his debt had been written off and this being confirmed by the debt management company, he later received a letter to say he still had th... (2 pages)View decision -
Decision Reference DRN8231666
8 Jan 2015 Debts Reduced Ltd UpheldBanking and creditMrs A complains about a debt management plan she entered into with Debts Reduced Ltd. She says she was not fully informed about the charges that would be applied to the plan and she is unhappy about the amounts that have actually been passed on to her creditors. backgroundThe complain... (2 pages)View decision
