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-5806102
30 Sep 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5806102 The complaint Miss H complains about Tesco Personal Finance Limited’s actions in relation to dealing with her financial difficulties. She doesn’t think it has had proper regard for her vulnerabilities. What happened Miss H describes that she got into financial difficulty in ... (3 pages)View decision -
Decision Reference DRN-4541965
5 Mar 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4541965 The complaint Miss H has complained about the way Advantage Finance Limited administered a hire purchase agreement she’d taken out to acquire a car. What happened The circumstances of the complaint are well known so I’m not going to go over everything again in detail. But, to s... (3 pages)View decision -
Decision Reference DRN-2020109
8 Sep 2020 Lloyds Bank PLC Not upheldConsumer CreditDRN-2020109The complaintMiss M complains that Lloyds Bank PLC (Lloyds) mis-sold her a loan.What happenedIn December 2014, Miss M took out a £25,000 loan with Lloyds over a 72-month term. In mid-2017, she told Lloyds she was struggling financially as her hours had been cut at work. It found... (3 pages)View decision -
Decision Reference DRN-3739923
6 Oct 2022 HSBC UK Bank Plc Not upheldMortgagesDRN-3739923 The complaint Ms D and Mr K complain that HSBC UK Bank Plc didn’t offer them suitable support when they experienced financial difficulties. Mr K has dealt with the complaint throughout. Mr K asks for a temporary period of interest only payments without any adverse effect on his... (3 pages)View decision -
Decision Reference DRN7388202
7 Oct 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr T complains about a single premium payment protection insurance policy (“PPI”) added to his loan account by Nationwide Building Society (“Nationwide”). He approached Nationwide for a loan in January 1999. He complains that he was mis-sold the PPI by Nationwide.backgroundMr T compla... (3 pages)View decision -
Decision Reference DRN-5241502
6 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5241502 Complaint Mr T has complained about a credit card HSBC UK Bank Plc (trading as “First Direct”) provided to him. He says he shouldn’t have been provided with a credit card which had such a large credit limit given his existing debts. Background Mr T has also complained abou... (4 pages)View decision -
Decision Reference DRN1754438
4 Jul 2019 PDL Finance Limited UpheldBanking and creditMr E says PDL Finance Limited (trading as Mr Lender) lent to him irresponsibly. He says the loans trapped him in a debt spiral and the repayments took up most of his income and so he had to borrow again.backgroundThis complaint is about ten short term loans Mr Lend... (4 pages)View decision -
Decision Reference DRN-2942664
16 Nov 2021 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-2942664 The complaint Mr M complains Santander Consumer (UK) Plc trading as Mazda Financial Services (Santander) treated him unfairly when he experienced financial difficulty due to the Covid-19 pandemic. What happened In September 2016, Mr M entered into a 60 month conditional sale ag... (3 pages)View decision -
Decision Reference DRN-2482354
29 Jul 2021 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-2482354 The complaint Mr and Mrs G complain that Mortgage Agency Services Number Five Limited (MAS) hasn’t offered help while they experienced financial difficulties with their mortgage. They have recently been given a coronavirus payment deferral (payment holiday) on their mortgage an... (3 pages)View decision -
Decision Reference DRN7227697
30 Dec 2013 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr L complains about a single premium payment protection insurance policy (“PPI”) added to his loan account by Nationwide Building Society (“Nationwide”). He approached Nationwide for a loan to purchase a car in December 2002. He complains that he was mis- sold the PPI by Nationwide.b... (3 pages)View decision