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-5650597
24 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5650597 The complaint Mr J complains that Capital One (Europe) plc registered a default on his credit file. What happened In November 2016 Mr J took out a credit card with Capital One. By 2019 he had fallen behind with payments. In November 2021 the account was defaulted. In March 2... (2 pages)View decision -
Decision Reference DRN-3443797
29 Apr 2022 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-3443797 The complaint Miss I complains that Tesco Personal Finance PLC trading as Tesco Bank has unfairly recorded adverse information on her credit file. What happened Miss I had a personal loan with Tesco which she took out in 2016. In 2018 she contacted Tesco to tell it about some m... (5 pages)View decision -
Decision Reference DRN4745671
14 Sep 2017 Blemain Finance Limited UpheldBanking and creditMr E complains about the way he was treated by Blemain Finance Limited when he fell into financial difficulties. backgroundMr E had two secured loans with Blemain. I’ll mostly focus on the larger loan he took out in 2013. It was for £30,000, repayable at about £500 a mon... (6 pages)View decision -
Decision Reference DRN7038276
25 May 2017 Legal & General Partnership Services Limited Not upheldBanking and creditMr H’s complaint is that he was badly advised by Legal & General Partnership Services Limited (L&G). He says that he was mis-sold a mortgage in 2008 as the advice to consolidate debts into an interest-only mortgage was unsuitable. No repayment vehicle was recomme... (3 pages)View decision -
Decision Reference DRN9992261
27 Jul 2018 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc transferred his overdraft facility to a debt recovery agency unfairly.backgroundMr A opened a student account with HSBC in 2004 which had a £2,000 overdraft facility. In 2015, he found himself in financial difficulties and got in to... (2 pages)View decision -
Decision Reference DRN5630567
23 Dec 2016 Allianz Insurance Plc Not upheldPayment protection insurance (PPI)Mr H says Allianz Insurance Plc (Marks & Spencer) mis-sold him a payment protection insurance (PPI) policy. backgroundMr H bought the policy in 1996 at the same time as taking out a Marks & Spencer personal reserve account.Mr H says the policy was mis-sold beca... (2 pages)View decision -
Decision Reference DRN-4730144
1 Jul 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4730144 The complaint Miss M says that OAKBROOK FINANCE LIMITED, trading as Likely Loans (who I will call Oakbrook) were unreasonable to default her account. What happened Miss M entered into a fixed sum loan agreement with Oakbrook in June 2021. She made payments in line with the agre... (2 pages)View decision -
Decision Reference DRN2356002
2 Oct 2017 National Westminster Bank Plc Not upheldBanking and creditMrs I has complained that National Westminster Bank Plc (Nat West) is not treating her fairly while she’s having difficulties meeting her mortgage repayments. backgroundIn May 2017, Mrs I’s husband suffered a stroke, which had a significant impact on Mrs I’s ability ... (2 pages)View decision -
Decision Reference DRN-5446875
2 Apr 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5446875 The complaint Mrs O complains that Zopa Bank Limited (Zopa) haven’t been sufficiently supportive of the financial difficulties she’s experienced due to ill health. What happened Mrs O contacted Zopa to discuss arrears that had built up on her credit card account. She subsequ... (2 pages)View decision -
Decision Reference DRN4162383
19 Mar 2015 Bank of Scotland Plc Not upheldBanking and creditMr J complains that Bank of Scotland plc transferred his credit card debt to a collection agency when he was making agreed payments.backgroundIn late 2013 Mr J faced financial difficulties and was unable to make his monthly credit card payments. After several missed p... (2 pages)View decision