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 DRN-4819247
24 Oct 2024 Tandem Home Loans Ltd Not upheldMortgagesDRN-4819247 The complaint Miss B complains about a secured loan provided to her by Tandem Home Loans Ltd trading as Oplo. She says it was irresponsible of Oplo to provide this loan to her as she was vulnerable, and it wasn’t affordable. What happened Miss B applied for a secured loan wi... (3 pages)View decision -
Decision Reference DRN5712787
2 Jun 2016 Legal & General Partnership Services Limited Not upheldBanking and creditThis complaint is about a mortgage arranged for Mr S by an adviser connected with Legal & General Partnership Services Limited (“L&G”). Mr S is concerned about the suitability of advice to consolidate a 0% credit card debt into a mortgage term. To resolve this co... (2 pages)View decision -
Decision Reference DRN-2806292
2 Dec 2021 Barclays Bank Plc Not upheldConsumer CreditDRN-2806292 The complaint Mr T complains that Barclays Bank Plc sold his Barclaycard debt to a company, P, which he believes is profiting from the transaction. What happened Mr T had a Barclaycard but was struggling to make payments in line with the agreed terms. In August 2016, when Mr T ... (2 pages)View decision -
Decision Reference DRN1358387
30 Sep 2013 The Mortgage Matters Partnership Not upheldBanking and creditMr and Mrs W complain that The Mortgage Matters Partnership provided them with misleading and unsuitable mortgage advice.backgroundMr and Mrs W asked The Mortgage Matters Partnership, a mortgage broker, for advice in respect of re-mortgages that took place in 2004 and 2006. On both occa... (3 pages)View decision -
Decision Reference DRN-3825636
5 Dec 2022 Openwork Limited Not upheldMortgagesDRN-3825636 The complaint Mrs and Mr P have complained about the advice they were given by an appointed representative of Openwork Limited when they wanted to consolidate some unsecured debts. Openwork said a further advance with their existing lender wasn’t possible and referred them to a... (4 pages)View decision -
Decision Reference DRN1572146
21 Nov 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs P complain that HSBC UK Bank Plc unfairly refused their application for further borrowing on their mortgage. They say they wanted to use the borrowing to pay off unsecured debt.backgroundMr and Mrs P had an existing mortgage with HSBC. They reviewed their finances and decided to... (4 pages)View decision -
Decision Reference DRN-4771780
9 Jun 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4771780 The complaint Miss G complains that Zopa Bank Limited (“Zopa”) defaulted her account and sold the debt to a third party. What happened Miss G applied for a loan with Zopa on 14 February 2020. The loan was for the sum of £20,000 with monthly repayments of £375.88 due on the 14 t... (2 pages)View decision -
Decision Reference DRN-2893223
24 Jun 2021 PayPal Europe Sarl & Cie, SCA Not upheldBanking and PaymentsDRN-2893223 The complaint Mr G complains that PayPal Europe Sarl & Cie, SCA made it difficult for him to return money to PayPal which they accidently refunded him and threatened him with a debt collection agency. What happened Mr G received refunds totalling £1,150 as a result of an er... (5 pages)View decision -
Decision Reference DRN-5316727
4 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5316727 The complaint Miss M complains Lloyds Bank PLC sold debts for her credit card and loan accounts to a debt purchaser without telling her in advance. What happened Miss M took out a credit card and a loan with Lloyds. Unfortunately, she fell into difficulties and had to use a ... (2 pages)View decision -
Decision Reference DRN2459288
8 Aug 2014 HSBC Bank plc Not upheldBanking and creditMrs E complains about charges and interest incurred on her current and credit card accounts with HSBC Bank plc. She says that she is in financial difficulty and wants the bank to refund charges and interest and freeze interest on her accounts. Mrs E is assisted in bringing her complaint ... (2 pages)View decision