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 70868 results
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Decision Reference DRN-3236519
27 Jan 2022 MBNA Limited UpheldBanking and PaymentsDRN-3236519 The complaint Mr L has complained that MBNA Limited was irresponsible in lending to him. What happened In 2016, Mr L took out a credit card with MBNA for £10,000. The limit was increased to £13,000 over the following 18 months. The account was later closed. In 2021, Mr L compla... (3 pages)View decision -
Decision Reference DRN9778728
5 Jun 2018 Bank of Scotland Plc UpheldBanking and creditMr and Mrs H complain that Bank of Scotland plc (trading as Halifax) has registered a default against Mrs H, without giving her a chance to pay off the debt.backgroundMr and Mrs H had a joint account with Halifax, which had a large overdraft. Mr H told us that he... (3 pages)View decision -
Decision Reference DRN-1563095
4 Jun 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1563095 The complaintMs B made a request to Lloyds Bank PLC for copy statements. Ms B is unhappy that these statements were then sent to the debt collection agency who currently owned the debt, rather than to her directly. As a result of Lloyds disclosing this information to the debt c... (2 pages)View decision -
Decision Reference DRN-3648855
29 Sep 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3648855 The complaint Mr P, through his representative, complains that Everyday Lending Limited, trading as Everyday Loans, lent to him when he could not afford it. What happened Mr P took one loan of £2,000 repayable over 24 months from 20 March 2018 and the monthly repayments were to... (5 pages)View decision -
Decision Reference DRN7057830
21 Aug 2018 Santander UK Plc Not upheldBanking and creditMr and Mrs M complain that Santander UK Plc unfairly declined their application to transfer or port their mortgage to a new property. As a result, they’ve had to pay an early repayment charge. backgroundMr and Mrs M held a two year fixed rate mortgage with Santa... (3 pages)View decision -
Decision Reference DRN9575067
1 Aug 2013 Link Financial Outsourcing Limited Not upheldBanking and creditMr A and Ms C complain about Link Financial Outsourcing Limited (Link) failing to write to them in larger font size. Mr A is visually impaired and had requested, through his debt management company, that all letters are in a larger sized font. He says Link failed to do this. backgroundT... (2 pages)View decision -
Decision Reference DRN-3225305
3 Feb 2022 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-3225305 The complaint Mr H complains about the way that Moorcroft Debt Recovery Limited (trading as Moorcroft Group) (“Moorcroft”) handled the collection of a debt. What happened Moorcroft is handling the collection of a debt on behalf of a business I will refer to as “S”. The debt rel... (2 pages)View decision -
Decision Reference DRN-4322062
21 Sep 2023 Nationwide Building Society UpheldConsumer CreditDRN-4322062 The complaint Mrs P complains that Nationwide Building Society was irresponsible in its lending to her. What happened Mrs P was provided with four loans by Nationwide between 2017 and 2022. She says the loan amount almost tripled and this is due to her struggling financially. S... (4 pages)View decision -
Decision Reference DRN4533811
24 Feb 2016 Santander UK Plc Not upheldBanking and creditMr T has complained that Santander UK Plc (Santander) registered a default on his credit file.backgroundMr T said his former wife ran up a debt on their joint account while they were going through a divorce. When Santander chased him for the repayment, he explained h... (2 pages)View decision -
Decision Reference DRN0366848
13 Mar 2017 Barclays Bank Plc UpheldBanking and creditMr H says Barclays Bank PLC, trading as Barclaycard, hasn’t dealt with his outstanding debts sympathetically or positively.backgroundMr H took out two credit cards with Egg Bank: the first was taken out in 2003, the second in 2004. In 2010 Mr H got into financial diffi... (3 pages)View decision
