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-4925001
30 Jul 2024 Creation Consumer Finance Ltd Not upheldBanking and PaymentsDRN-4925001 The complaint Miss M complains about the service she received from Creation Consumer Finance Ltd trading as Creation (Creation). Miss M says Creation had no consideration for her vulnerable condition. What happened In November 2022, Miss M entered into a fixed sum loan agree... (3 pages)View decision -
Decision Reference DRN1023217
21 Dec 2018 Clydesdale Bank Plc Not upheldBanking and creditMr M and Mrs M complain on behalf of J, a partnership. They say Clydesdale Bank Plc made the partnership incur unnecessary costs and its actions were unreasonable. backgroundJ was experiencing cash flow problems from early 2015. It approached Clydesdale for support.... (3 pages)View decision -
Decision Reference DRN9543674
29 Oct 2019 Santander UK Plc Not upheldBanking and creditMrs F complains about Santander UK Plc (“Santander”) regarding a payment she made being sent to the wrong account. She feels that this mistake has caused her significant consequences including that Santander believed that she had broken a repayment agreement and decided to commence reposse... (4 pages)View decision -
Decision Reference DRN-3361332
10 Mar 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3361332 The complaint Mr A complains that Marks and Spencer Financial Services Plc trading as M&S Bank recorded a default on his credit file despite agreeing a payment holiday. What happened The background to this complaint and my initial conclusions were set out in my provisional ... (3 pages)View decision -
Decision Reference DRN-3182454
21 Apr 2022 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-3182454 The complaint Mr M has complained about the information reported on his credit file by BMW Financial Services (GB) Limited (BMWFS). What happened Mr M acquired a car under a hire purchase agreement with BMWFS in September 2016. He decided to voluntary terminate the agreement in... (3 pages)View decision -
Decision Reference DRN-3254238
5 Apr 2022 Bank of Scotland Plc Not upheldConsumer CreditDRN-3254238 The complaint Mrs K complains that Bank of Scotland plc trading as Halifax (Halifax) marked her loan as in default. What happened Mrs K took a loan of £15,000 from Halifax in February 2019. Interest was 11.4% APR and monthly repayments were £324.97. The payments were made in M... (3 pages)View decision -
Decision Reference DRN-4861545
21 Jun 2024 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-4861545 The complaint Mrs M complains that Marks & Spencer Financial Services Plc trading as M&S Bank has unfairly recorded adverse information on her credit file in regard to her loan account after she agreed to a payment arrangement. What happened Mrs M has explained that she... (3 pages)View decision -
Decision Reference DRN-3446060
8 Jun 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3446060 The complaint Mrs H complains that HSBC UK Bank Plc didn’t treat her fairly when defaulting her loan account and is unhappy with how it handled her request for help with her accounts. What happened In March 2020 Mrs H contacted HSBC to say that she was concerned that her curren... (3 pages)View decision -
Decision Reference DRN-1197422
19 May 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1197422 ComplaintMr G complains that HSBC UK Bank plc trading as First Direct treated him unfairly when it denied that it had given him certain information about an arrangement for a withdrawal from his account. BackgroundMr G had a current account with First Direct which had an overdr... (3 pages)View decision -
Decision Reference DRN-5255843
14 Mar 2025 East Lancashire Moneyline (IPS) Limited UpheldConsumer CreditDRN-5255843 The complaint Mr G complains that East Lancashire Moneyline (IPS) Limited trading as Moneyline, lent to him irresponsibly - he could not afford to repay the loans as he already had a lot of debt. What happened Mr G took five loans between August 2022 and July 2024. Here is ... (4 pages)View decision