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 1466 results
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Decision Reference DRN-5026181
19 Sep 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-5026181 The complaint Mrs F complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with loans without properly checking her finances. Mrs F has also said that she’s now had to stop working following treatment for cancer and she doesn’t thin... (7 pages)View decision -
Decision Reference DRN-5369339
14 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5369339 Complaint Miss V has complained about personal loans which she says Lloyds Bank PLC (“Lloyds”) unfairly provided to her. She says the loans were unaffordable and so shouldn’t have been provided. Background Lloyds provided Miss V with a total of four unsecured personal loans... (7 pages)View decision -
Decision Reference DRN-4575411
24 Jan 2024 Nationwide Building Society Not upheldMortgagesDRN-4575411 The complaint Mr M is unhappy with how he has been treated by Nationwide Building Society in relation to his mortgage. He has experienced health challenges which have caused him to experience financial difficulties. He doesn’t think Nationwide has treated him fairly, given what... (8 pages)View decision -
Decision Reference DRN-5927564
6 Nov 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5927564 The complaint Mr S and Miss P complain about how The Royal Bank of Scotland Plc, trading as The One Account, has treated them since it agreed to extend their mortgage term in 2022. They say RBS unfairly instructed solicitors and put pressure on them to pay more, despite them... (7 pages)View decision -
Decision Reference DRN-5408788
4 Apr 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5408788 Complaint Mr and Mrs T have complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to their current account. They’ve effectively said that Lloyds unfairly applied increased overdraft charges to their account during a time that they were experiencing diffic... (7 pages)View decision -
Decision Reference DRN8312114
8 Jul 2019 Bank of Scotland Plc UpheldBanking and creditMr M is unhappy with how Bank of Scotland plc (Halifax) treated him when in financialdifficulty. He also thinks Halifax shouldn’t have allowed him to increase the overdraft on hisaccount as he was already struggling with other credit and couldn’t afford to repay theborrowing.backgroundMr M... (9 pages)View decision -
Decision Reference DRN-4460694
20 Nov 2023 Plane Saver Credit Union Limited UpheldConsumer CreditDRN-4460694 Complaint Mr T has complained that Plane Saver Credit Union Limited (“Plane Saver”) provided him with unaffordable loans. This complaint is about a number of what should be termed as unregulated loans. Nonetheless, Plane Saver is a lender for the purpose of our compulsory rules... (8 pages)View decision -
Decision Reference DRN-3804429
18 Nov 2022 Lloyds Bank PLC UpheldMortgagesDRN-3804429 The complaint Mr W complains about the way Lloyds Bank plc has treated him. He has been through a period of financial difficulty during which he was unable to pay his mortgage, and says Lloyds didn’t provide appropriate support or take proper account of his disability. What hap... (8 pages)View decision -
Decision Reference DRN-3857309
15 Dec 2022 Evergreen Finance London Limited UpheldConsumer CreditDRN-3857309 The complaint Miss W complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) provided her loans during a time that she was having financial difficulties and having to take out other payday loans to settle existing loans. Miss W says she couldn’t a... (8 pages)View decision -
Decision Reference DRN-4494880
5 Dec 2023 Lex Autolease Ltd UpheldConsumer CreditDRN-4494880 The complaint Mrs N has complained about the way Lex Autolease Ltd administered a hire agreement she’d taken out to acquire a car. What happened The circumstances of the complaint are well known to the parties. The events span many years. So rather than set out everything again... (7 pages)View decision