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-4440750
5 Feb 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-4440750 The complaint Mr S complains that Sainsbury’s Bank Plc has unfairly defaulted a personal loan account he held with it. He asks that the adverse information reported to the Credit Reference Agencies is removed. Mr S has been assisted with his complaint by a third-party company b... (4 pages)View decision -
Decision Reference DRN-3267740
26 Jan 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3267740 The complaint Miss B complains that Everyday Lending Limited trading as Everyday Loans contacted her Inappropriately concerning a loan she has with it. What happened Miss B has a loan with Everyday. In November 2019 she became homeless and was unable to work. She made contact w... (2 pages)View decision -
Decision Reference DRN-2552382
3 Feb 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2552382 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) won’t write off his outstanding credit card debt, and it should do so given his current health and financial position. What happened Vanquis ‘sold’ Mr H’s debt to a third party in late 2019. It then ‘purchased’ ... (3 pages)View decision -
Decision Reference DRN8922753
8 May 2017 J D Williams & Company Limited Not upheldBanking and creditMrs M complains about customer service she received from J D Williams & Company Limited (trading as Fashion World). backgroundMrs M experienced financial difficulties in 2016. She contacted a third party (that I’ll call S) for debt advice and told Fashion World S wo... (4 pages)View decision -
Decision Reference DRN-1097686
8 Apr 2020 MBNA Limited Not upheldBanking and PaymentsDRN-1097686The complaintMrs G complained that MBNA Limited (“MBNA”) wrote to her telling her that it was going to start charging her interest on her outstanding credit card balance. She says MBNA had previously agreed that it would not charge interest for the life of the balance. What hap... (3 pages)View decision -
Decision Reference DRN-3870977
7 Feb 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3870977 The complaint Mr T complains about the way Loans 2 Go Limited (‘L2G’) administered his account with it. What happened L2G approved Mr T for a £250 loan in April 2021. The term of the loan was 18 months and the repayments were approximately £57 per month. Mr T complained that he... (5 pages)View decision -
Decision Reference DRN-5841656
21 Jan 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5841656 The complaint Mr C complains that Link Financial Outsourcing Limited trading as Antelope Loans was irresponsible in its lending to him and hasn’t provided him with adequate support since he made it aware of his vulnerability. Mr C wants the interest on his loan removed such ... (4 pages)View decision -
Decision Reference DRN-4623266
13 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4623266 The complaint Mr S complains that his mortgage balance with Bank of Scotland plc, trading as Halifax, increased after Halifax had told him that interest and other charges would be frozen. What happened The term on Mr S’s interest-only mortgage with Halifax ended in November 202... (3 pages)View decision -
Decision Reference DRN-5372257
9 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5372257 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss W met som... (3 pages)View decision -
Decision Reference DRN-3538886
14 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3538886 The complaint Ms C complains that HSBC UK Bank Plc have unfairly registered a default on her credit file. What happened Ms C had a credit card with HSBC. In August 2017, she became no longer in employment, so she rang HSBC to inform them of her change in circumstance. She says ... (6 pages)View decision