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 70502 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 DRN-2688644
11 May 2021 HSBC UK Bank Plc UpheldConsumer CreditDRN-2688644 The complaint Ms S complains that HSBC UK Bank Plc (HSBC) lent to her irresponsibly. What happened Ms S had several debt facilities with HSBC. Type Date Amount Period Repaid Loan 1 April 2018 £2,000 36 months April 2019 by loan 2 Loan 2 April 2019 £2,530 24 months April 2019 by... (3 pages)View decision -
Decision Reference DRN0773129
11 Nov 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr P complains that Harrington Brooks (Accountants) Limited, trading as Harrington Brooks Debt Management, (“HB”), didn’t provide him with satisfactory advice when he took out adebt management plan (“DMP”) with it. The complaint is brought to this service on Mr P’sbeha... (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 DRN4096411
22 Jul 2015 Barclays Bank Plc Not upheldBanking and creditMr E has complained that Barclays Bank Plc is charging interest on his Barclaycard balance, whilst Mr E is on a debt management plan due to financial difficulties.backgroundMr E entered a debt management plan (‘DMP’) in 2010. Due to this, Barclays accepted monthly payme... (2 pages)View decision -
Decision Reference DRN3703465
20 Sep 2016 Lloyds Bank PLC Not upheldBanking and creditMr M complains that Lloyds Bank PLC put him in a situation where he had no choice but to take out a mortgage with Lloyds to re-mortgage his property and consolidate his debts.backgroundMr M banked with Lloyds. He applied for an unsecured loan of over £24,000 to clear ou... (3 pages)View decision -
Decision Reference DRN1490845
10 Jan 2018 Pentagon (UK) Limited Not upheldBanking and creditMr A1 and Mr A2 complain about a debt management plan administered by Pentagon (UK) Limited (“Pentagon”).backgroundMr A1 and Mr A2 took out a joint debt management plan with Pentagon in 2004. At theoutset they paid an instruction fee and thereafter a monthly, ma... (5 pages)View decision -
Decision Reference DRN9006473
19 Aug 2015 Haydon Associates Debt Management Consultants Ltd UpheldBanking and creditMiss C, who is represented by a third party, complains Haydon Associates Debt Management Consultants Ltd (trading as “Resolve Money Matters”) mis-sold its debt reduction plan to her.backgroundMiss C says she agreed with Resolve Money Matters that it would manage her ... (2 pages)View decision -
Decision Reference DRN7041279
19 Mar 2014 123 Debt Solutions Ltd UpheldBanking and creditMr T complains that 123 Debt Solutions Ltd reduced his payments to one of his creditors, which he believes led the creditor to obtain a charging order against his property.background Mr T entered into a debt management plan with 123 Debt Solutions in around December 2011. In Septembe... (4 pages)View decision -
Decision Reference DRN8836175
9 Jul 2013 DEBT HELP DIRECT LIMITED UpheldBanking and creditMr F complains about the administration of payments he made under a Debt Help Direct Limited debt management plan. He says payments to one of his creditors continued to be made despite his clear instructions for those payments to stop. backgroundMr F signed up to a debt management plan ... (2 pages)View decision
