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 70772 results
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Decision Reference DRN1137521
9 Aug 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs M complain through their Claims Management Company that the appointed representative of Legal & General Partnership Services Limited gave them unsuitable advice to consolidate their debts into a new mortgage in 2005. They would like to be returned to th... (3 pages)View decision -
Decision Reference DRN1322336
13 Aug 2013 Welcome Financial Services Limited UpheldPayment protection insurance (PPI)This complaint concerns a single premium payment protection insurance (PPI) policy taken out by Mr A in relation to a personal loan. Mr A says Welcome Financial Services Limited (“Welcome”) mis-sold the policy. backgroundMr A took out a loan with PPI. Mr A complained to Welcome about t... (3 pages)View decision -
Decision Reference DRN-5404496
18 Mar 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5404496 The complaint Mr S complains that Vanquis Bank Limited was irresponsible in its lending to him. What happened Mr S was provided with a £5,000 loan by Vanquis in November 2022. The loan term was 36 months and Mr S was required to make monthly repayments of around £204. Mr S s... (3 pages)View decision -
Decision Reference DRN-2040838
22 Jan 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2040838 The complaint Mrs M is unhappy with how NewDay Ltd (trading as Aqua) handled her credit card account when it went into arrears. What happened Mrs M fell into arrears with her Aqua credit card in May 2019. She contacted NewDay at the beginning of May 2019 to explain she’d lost h... (2 pages)View decision -
Decision Reference DRN6201291
26 Jun 2017 MBNA Limited Not upheldBanking and creditMr K complains that MBNA Limited have been harassing and intimidating him over a debt. He doesn’t feel it has any right to pursue him because of his age. backgroundMr K says MBNA have inundated him with phone calls and letters. Although his account is in debt he un... (2 pages)View decision -
Decision Reference DRN6062515
20 Jul 2017 HSBC Bank plc Not upheldBanking and creditMr R has complained that poor service by HSBC Bank Plc has left him unable to properly manage his current accounts. Mr R also complains that HSBC hasn’t frozen the interest or suspended its debt recovery actions.backgroundMr R says illness and a change in his perso... (2 pages)View decision -
Decision Reference DRN-3273914
26 Jan 2022 Lloyds Bank PLC UpheldMortgagesDRN-3273914 The complaint Mr A and Mrs A complain that Lloyds Bank PLC paid outstanding disputed service charges and major works arrears, and then added the payment to their mortgage account. What happened Mr A and Mrs A have a buy to let mortgage with Lloyds on a leasehold property. On 4 ... (6 pages)View decision -
Decision Reference DRN5953551
17 Aug 2015 OPOS Limited Not upheldBanking and creditMs C has complained about two loans she took out. She says the loans were unaffordable. The loans were made by another business and then sold on to OPOS Limited.backgroundThe background is set out in my provisional decision which is attached below and forms part of t... (3 pages)View decision -
Decision Reference DRN2786630
31 Mar 2014 Bank of Scotland Plc Not upheldBanking and creditMr J complains that Bank of Scotland plc is unfairly asking him to pay a debt that should have been cleared by an insurance policy he held. Mr J wants the bank to cancel the debt and for the bank to apologise and refund his costs.backgroundMr J had a loan with the bank and took out a l... (2 pages)View decision -
Decision Reference DRN8244631
19 Sep 2013 MBNA Limited Not upheldBanking and creditMr N complains that his credit record is being unfairly affected by an arrangement plan that he set up six years ago. He says he would have been better off if he had defaulted on his debt, as the default would by now, have been deleted from his records. He wants MBNA Limited to remove r... (2 pages)View decision
