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 71923 results
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Decision Reference DRN4841144
18 Mar 2015 Lowell Portfolio I Ltd Not upheldBanking and creditMr B complains that Lowell Portfolio I Limited (“LPL”) is unfairly asking him to pay a debt that he does not owe it. The complaint is brought on behalf of Mr B by an adviser, but for ease I shall refer below to all actions being taken by Mr B.backgroundMr B ha... (2 pages)View decision -
Decision Reference DRN-1483837
24 Sep 2020 Max Recovery Limited Not upheldConsumer CreditDRN-1483837The complaintMr C and Mrs G dispute a debt with Max Recovery Limited (“MRL”) and feels it has treated her unfairly. What happenedMRL says it bought this debt (relating to a credit agreement) from a bank in November 2014 and that it is for Mrs G to repay as it is now in her sole ... (3 pages)View decision -
Decision Reference DRN0937485
15 Mar 2019 HSBC UK Bank Plc UpheldBanking and creditMr B complains that HSBC Bank Plc lent to him irresponsibly over a number of years. He approached them for help when he fell into financial difficulty and asked for a consolidation loan – but they didn’t help him. backgroundMr B has banked with HSBC for a number of... (6 pages)View decision -
Decision Reference DRN5139072
14 Apr 2015 Lloyds Bank PLC Not upheldBanking and creditMr N complains that Lloyds Bank PLC is harassing him to provide a charge over his home as additional security. He asks that it respects the terms of the contract.backgroundMr N gave a personal guarantee to Lloyds for the debts of a limited company. Lloyds called on the... (1 page)View decision -
Decision Reference DRN-3139556
16 Dec 2021 MBNA Limited Not upheldBanking and PaymentsDRN-3139556 The complaint Mr P complains MBNA Limited (MBNA) failed to notify him of missed payments on his credit card account and have registered a default on his credit file. What happened Mr P says he was contacted by a debt collection agency, informing him they had taken over his cred... (4 pages)View decision -
Decision Reference DRN5528012
20 Jun 2014 CitiFinancial Europe Plc Not upheldBanking and creditMr and Mrs D complain that CitiFinancial Europe plc (“Citi”) did not tell them the total amount payable under their loan. They also complain that they were not responsibly advised.backgroundMr and Mrs D took secured loans from Citi to consolidate existing unsecured debt. They are unh... (1 page)View decision -
Decision Reference DRN-5489947
22 Apr 2025 Plend Limited UpheldConsumer CreditDRN-5489947 The complaint Mr C complains that Plend Limited was irresponsible in its lending to him. What happened Mr C was provided with a £10,000 loan by Plend in November 2023. The loan term was 60 months and Mr C was required to make monthly repayments of around £247. Mr C said that... (5 pages)View decision -
Decision Reference DRN4001310
1 Feb 2018 Lloyds Bank PLC Not upheldBanking and creditMr W complains about the way Lloyds Bank PLC (Lloyds) has dealt with his current account. backgroundMr W complains about three key areas. These are set out below. To put things right, Mr W wants an apology and compensation from Lloyds.current account debt Mr W says Lloyds told him in 2014 ... (3 pages)View decision -
Decision Reference DRN-3245060
14 Jan 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3245060 The complaint Mr K complains that Sainsbury's Bank Plc (Sainsbury’s) defaulted his loan and passed the debt to a debt collection agency. What happened Mr K had a loan from Sainsbury’s, and he was struggling to make the payments. In 2015, he fell behind with repayments. In... (4 pages)View decision -
Decision Reference DRN5130855
12 Aug 2015 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Miss D has complained about the way The Royal Bank of Scotland Plc (“RBS”) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (“PPI”) policies.backgroundMiss D took out PPI alongside eleven loans that she ... (3 pages)View decision
