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 77095 results
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Decision Reference DRN0711523
24 May 2016 HSBC Bank plc Not upheldBanking and creditMr L complains that HSBC Bank Plc has not treated him fairly in that it recorded a default on his credit file without having sent him a default notice. He says the bank is not able to provide proof he owes the debt, and it should remove the default listing. backgroun... (2 pages)View decision -
Decision Reference DRN9063648
15 Mar 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMr D complains that Lowell Portfolio I Ltd (the business) did not tell him that it had purchased his account from the previous owner. He says that he made payments to the previous owner that the business had not credited to his account and that a default had been r... (2 pages)View decision -
Decision Reference DRN-2916475
28 Jul 2021 MBNA Limited UpheldBanking and PaymentsDRN-2916475 The complaint Ms G complains that lending made to her by MBNA Limited was irresponsible. What happened Ms G said she applied for a credit card with MBNA in late 2018, when she already had a very considerable amount of debt. It offered to lend her £3,700, but she said this was n... (4 pages)View decision -
Decision Reference DRN-4586355
27 Feb 2024 Debt Managers (Services) Limited Not upheldConsumer CreditDRN-4586355 The complaint Mr K has complained that Debt Managers (Services) Limited recorded a default on his credit file, for an account which he says was taken out fraudulently without his consent. What happened In 2018, a consumer credit account was opened in Mr K’s name at his address.... (3 pages)View decision -
Decision Reference DRN9373561
18 Mar 2015 Lloyds Bank PLC UpheldBanking and creditMrs E complains that Lloyds Bank PLC is holding her liable for an outstanding debt on a joint account despite not notifying her of the debt. She does not want to be held responsible for the debt. background Mrs E received a letter from Lloyds seeking repayment of a d... (2 pages)View decision -
Decision Reference DRN-6029197
18 Dec 2025 Yorkshire Building Society Not upheldMortgagesDRN-6029197 The complaint Ms G complains about how Yorkshire Building Society trading as Chelsea Building Society (‘CBS’) handled the sale of her buy to let property in 2010 which led to a shortfall. She also complains that CBS recently added the resulting shortfall debt to the redempti... (4 pages)View decision -
Decision Reference DRN3374131
25 Nov 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMrs K complains that a financial management plan was mis-sold to her and hasn’t been administered properly by Harrington Brooks (Accountants) Limited.backgroundMrs K entered into a financial management plan with a debt management company in October 2014. The debt managem... (2 pages)View decision -
Decision Reference DRN-4197970
20 Jun 2023 Studio Retail Limited Not upheldConsumer CreditDRN-4197970 The complaint Miss J complains that Studio Retail Limited incorrectly sold a debit in relation to a running credit account she had with it. What happened Miss J had a running credit account with Studio. She says that it was subsequently included in a Minimal Asset Process bankr... (3 pages)View decision -
Decision Reference DRN-5278474
22 Jan 2025 Southern Pacific Mortgage Limited UpheldMortgagesDRN-5278474 The complaint Mr L complains that Southern Pacific Mortgage Limited (SPML) took payments from him in respect of a mortgage after he had been discharged from bankruptcy, and that it reported missed payments to his credit file. What happened Mr L took out a mortgage with SPML ... (4 pages)View decision -
Decision Reference DRN-5938592
14 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5938592 The complaint Mr P has complained about Advantage Insurance Company Limited. He isn’t happy about the way it dealt with the cancellation of his motor insurance policy. Any reference to Advantage includes any agents that it is responsible for unless specified. What happened I... (2 pages)View decision