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-4408320
19 Oct 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4408320 The complaint Mr F complains Bank of Scotland plc trading as Halifax didn’t treat him fairly when he experienced financial difficulties. What happened Mr F had a personal loan, credit card account and overdraft with Halifax. In 2019 he explained he wouldn’t be able to keep up w... (3 pages)View decision -
Decision Reference DRN-4899709
25 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4899709 The complaint Mr L complains that HSBC UK Bank Plc unfairly put his bounce back loan (“BBL”) into default. What happened Mr L took out a £50,000 BBL in May 2020. Payments were missed on the BBL in late 2021 and in 2022. HSBC closed Mr L’s client accounts in June 2022. They s... (3 pages)View decision -
Decision Reference DRN-3572398
19 Oct 2022 J D Williams & Company Limited Not upheldConsumer CreditDRN-3572398 The complaint Miss J complains about the way J D Williams & Company Limited (“JDW”) handled her catalogue shopping account. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll focus on the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-2609169
4 Mar 2021 Debt Managers (Services) Limited Not upheldConsumer CreditDRN-2609169 The complaint Mr K complains that Debt Managers (Services) Limited is chasing him for a debt he doesn’t recognise is his. He wants it to stop chasing him for this debt or provide documentary evidence it is entitled to collect it from him. What happened Mr K says that he was con... (3 pages)View decision -
Decision Reference DRN-4283223
5 Feb 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4283223 The complaint Ms Y complains that MBNA Limited didn’t support her when she was experiencing financial difficulties, and it also discriminated against her. What happened Ms Y has explained that she experienced a period of financial and health difficulties in 2023. In summary, sh... (3 pages)View decision -
Decision Reference DRN-1534828
1 Jun 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1534828 The complaintMr B complains that Lloyds Bank PLC wouldn’t lend him money, to consolidate existing debts and reduce his outgoings, at a time when he was unwell. What happenedMr B said that he was seriously unwell for a while, which affected his income. He wanted to consolidate f... (2 pages)View decision -
Decision Reference DRN-4961528
16 Sep 2024 Coutts & Company Not upheldMortgagesDRN-4961528 The complaint Mrs and Mr B complain that Coutts & Company (Coutts) hasn’t provided them with the financial assistance they required to help with their mortgage payments when they faced financial difficulties. They say that as a result of the lack of help they’ve fallen b... (5 pages)View decision -
Decision Reference DRN-1863244
14 Jul 2020 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-1863244 The complaint Mr P has complained that when he made an overpayment towards his loan, the interest rebate was applied to the loan account to reduce the loan balance and was not paid into his bank account. Mr P says Bank of Ireland (UK) Plc misled him and that this has caused hi... (3 pages)View decision -
Decision Reference DRN-4817225
12 Sep 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4817225 The complaint Mr R has complained that MBNA Limited unfairly closed and defaulted his credit card account. What happened Mr R had a credit card account with MBNA. Unfortunately, while experiencing financial difficulty, he explained MBNA closed and defaulted his account witho... (2 pages)View decision -
Decision Reference DRN-4560746
17 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4560746 The complaint Mr C, a sole trader, is unhappy that HSBC UK Bank Plc defaulted his Bounce Back Loan. What happened In August 2020, Mr C successfully applied to HSBC for a £13,000 Bounce Back Loan (“BBL”) and received the loan funds shortly thereafter. As per the terms of the BBL... (4 pages)View decision