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 1473 results
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Decision Reference DRN-5776058
14 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5776058 The complaint Mr D is unhappy that Capital One (Europe) Plc applied a default to his credit file. What happened Mr D held a credit card with Capital One; the account was opened in June 2021, and it ultimately defaulted in January 2022 with Mr D having not repaid the balance.... (3 pages)View decision -
Decision Reference DRN-5232257
4 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5232257 The complaint S complains about the service he received from HSBC UK Bank Plc when he had health issues causing his business to be in difficulty and needed financial support. What happened S had an HSBC bounce back loan of £50,000 and an overdraft facility of £15,000 on his ... (7 pages)View decision -
Decision Reference DRN-4128578
9 Dec 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4128578 The complaint Miss A complains that Vanquis Bank Limited have unfairly applied a default to her credit card account. What happened Miss A had a credit card account with Vanquis. Miss A said she was struggling to make her repayments and had incurred late and over the limit payme... (3 pages)View decision -
Decision Reference DRN-3213836
5 Jul 2022 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-3213836 The complaint Ms A complains about the outstanding balance she is required to pay after N.I.I.B. Group Limited trading as Northridge Finance (Northridge) terminated her car finance agreement. What happened In March 2018, Ms A entered into a 49 month personal contr... (3 pages)View decision -
Decision Reference DRN-3015282
12 Nov 2021 HSBC UK Bank Plc UpheldConsumer CreditDRN-3015282 The complaint Miss I complains about the way HSBC UK Bank Plc handled her request for support when she had difficulties making her loan repayments. What happened In March 2020, Miss I contacted HSBC and explained that she needed to provide further financial support at home beca... (2 pages)View decision -
Decision Reference DRN-5490737
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5490737 The complaint Miss T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) were unsupportive when she experienced financial difficulties. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inst... (2 pages)View decision -
Decision Reference DRN9672008
9 Apr 2018 Link Financial Outsourcing Limited UpheldBanking and creditMs H has complained Link Financial Outsourcing Limited, trading as Honours Student Loans, is asking her to pay her student loans in full and wouldn’t agree to her request to defer them.backgroundMs H has three student loans dating back to the early 1990s. She ha... (3 pages)View decision -
Decision Reference DRN-3822067
23 Nov 2022 Lloyds Bank PLC UpheldConsumer CreditDRN-3822067 The complaint Mr S complains that Lloyds Bank PLC irresponsibly lent to him. What happened Mr S originally took out a loan with Lloyds in February 2015, for £8,500 with repayments of £323.32 a month over a 38 month term. In June 2015, he says he contacted Lloyds for advice and ... (5 pages)View decision -
Decision Reference DRN-3812847
18 Nov 2022 Oakbrook Finance Limited UpheldConsumer CreditDRN-3812847 The complaint Miss W is unhappy that Oakbrook Finance Limited, trading as Likely Loans, have reported missed payments to her credit file. What happened Miss W contacted Oakbrook and explained she was struggling to meet the repayments on her personal loan. In response, Oakbrook ... (3 pages)View decision -
Decision Reference DRN-5810884
11 Sep 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5810884 The complaint Mr G complains Match the Cash Limited trading as www.Guarantormyloan.co.uk (MTC) has been unreasonable in its level of engagement about an outstanding debt. What happened MTC arranged a guarantor loan for Mr G in July 2021 through its Peer to Peer (P2P) lending... (4 pages)View decision