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 DRN8932553
20 Jul 2017 Debitum Limited UpheldBanking and creditMr K’s complained about a debt management plan he entered into with Debitum Limited. He’s unhappy that despite paying £200 a month, only some of this was being passed to his creditors. And in the end his debts weren’t cleared.backgroundMr K entered into a debt ma... (3 pages)View decision -
Decision Reference DRN6395263
12 Dec 2013 Harrington Brooks (Accountants) Limited UpheldBanking and creditMrs H complains that, despite paying almost £3,000 to a debt management plan with Harrington Brooks (Accountants) Limited, her outstanding debt has not significantly reduced. She is also unhappy that Harrington Brooks failed to provide a breakdown of her plan when asked.backgroundMrs H en... (2 pages)View decision -
Decision Reference DRN-2002032
10 Aug 2020 Elderbridge Limited Not upheldMortgagesDRN-2002032The complaintMr W is unhappy that Elderbridge Limited won’t remove a charge from the title of a property he owns. He believes the secured loan the charge was associated with was written-off by the original lender, or can’t be pursued by it, and so the charge should be removed. W... (3 pages)View decision -
Decision Reference DRN-2932572
16 Sep 2021 Hoist Finance UK Limited Not upheldBanking and PaymentsDRN-2932572 The complaint Mr L is unhappy about how Hoist Finance UK Limited (Hoist) responded to his settlement offer. What happened In November 2020 Mr L wrote to Hoist regarding the debt that he owed. He made an offer to pay approximately £525 in order to clear his debt which totalled £... (3 pages)View decision -
Decision Reference DRN9438111
15 Oct 2020 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank Plc did not allow him sufficient opportunity to reach a repayment arrangement for his borrowing before it appointed a debt collector. background Mr A had personal accounts with NatWest with an overdraft. He also had business borrowing which is ... (3 pages)View decision -
Decision Reference DRN-4542593
21 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4542593 The complaint Miss K complains that Monzo Bank Ltd (Monzo) lent to her irresponsibly on two Flex accounts. What happened Miss K had an overdraft of £750 and a loan of £300 from Monzo. She complained that both were given to her irresponsibly and bought those complaints to this s... (3 pages)View decision -
Decision Reference DRN-5439431
29 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5439431 The complaint Mr A complains that HSBC UK Bank Plc unfairly defaulted his credit card account. What happened In 2023, Mr A raised a complaint with HSBC about irresponsible lending on his credit card account. When he was unsatisfied with the response from HSBC, he brought it... (4 pages)View decision -
Decision Reference DRN-4845022
17 Jul 2024 Everyday Lending Limited Not upheldConsumer CreditDRN-4845022 The complaint Mrs C complains that Everyday Lending Limited, trading as Everyday Loans (“Everyday Lending”), lent to her irresponsibly and the interest charged was too high. And Mrs C is not content that an email she had sent to Everyday Lending during the complaint process ... (6 pages)View decision -
Decision Reference DRN5556163
16 Aug 2019 MBNA Limited Not upheldBanking and creditMr S complains MBNA Limited reported inaccurate information to the credit reference agencies.backgroundMr S has two credit cards with MBNA. For the purposes of this decision, I will only be considering account ending 1801 as this is the account Mr S has complained about. However, I will al... (3 pages)View decision -
Decision Reference DRN-5070669
16 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5070669 The complaint Mr R complains that Vanquis Bank Limited irresponsibly agreed credit for him. What happened Vanquis opened a credit card account for Mr R in February 2019 with a £1,000 credit limit. Mr R didn’t meet his repayments and the account was passed to a third party d... (5 pages)View decision