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 74386 results
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Decision Reference DRN5389813
29 Sep 2015 Arrow Global Management Limited Not upheldBanking and creditMr R complains that Arrow Global Management Limited acted unreasonably in starting court proceedings against him. Arrow stayed the proceedings but added the costs it had incurred to the debt Mr R owes. He wants it to write off the court costs, reduce his debt by £200... (2 pages)View decision -
Decision Reference DRN5317513
22 Jul 2019 Leeds Building Society Not upheldBanking and creditMr and Mrs P complain about the actions of their mortgage lender, Leeds Building Society (LBS). They’re unhappy that LBS recalculated their monthly mortgage repayment, and included an additional sum to repay previous arrears, fees and costs without them agreeing to this. Mr and Mrs P have ... (4 pages)View decision -
Decision Reference DRN-4785247
5 Jun 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4785247 The complaint Miss M complains that Zopa Bank Limited lent irresponsibly when it approved a loan for £12,000. What happened In February 2022 Miss M applied for a £12,000 loan with Zopa. Zopa says the application was made for debt consolidation purposes. In her application, Miss... (3 pages)View decision -
Decision Reference DRN1131220
4 Jul 2014 HSBC Bank plc Not upheldPayment protection insurance (PPI)Mr A’s complaint concerns the mis-sale of a PPI policy and calculation and payment of redress by HSBC Bank Plc (HSBC) relating to a single premium payment protection insurance (PPI) policy taken out with a loan.backgroundMr A complained to HSBC about the sale of a PPI policy that was ... (3 pages)View decision -
Decision Reference DRN-5347522
17 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5347522 The complaint Mr W complains that Tesco Personal Finance Limited, trading as Tesco Bank, has suspended his credit card account. What happened Tesco Bank suspended Mr W’s credit card account in July 2024. It said that Mr W had persistent debt but hadn’t set up a payment plan,... (3 pages)View decision -
Decision Reference DRN-5658377
7 Aug 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5658377 The complaint Mr J complains ACI-UK Limited have refused to provide him with the Deed of Assignment (DOA) he says they’re required to about a debt they’re asking him to repay. And he says they’ve harassed him when contacting him. What happened As I understand it an account i... (3 pages)View decision -
Decision Reference DRN-3917336
27 Jan 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3917336 The complaint Mr N complains about an arrears notice sent by The Royal Bank of Scotland Plc (RBS). What happened A representative acting for Mr N requested copies of documents in relation his loan agreement with RBS. The business was able to provide various documents, including... (2 pages)View decision -
Decision Reference DRN5224153
29 Dec 2016 Bank of Scotland Plc Not upheldBanking and creditMrs S complained about a default on her credit file, which was put there by Bank of Scotland plc, trading as Halifax. She complained that the balance wasn’t correct; that Halifax hadn’t sent her statements; and that one payment she’d made in 2014 had been returned... (2 pages)View decision -
Decision Reference DRN0575500
23 May 2013 HSBC Bank plc Not upheldBanking and creditMr L complains that HSBC Bank Plc acted improperly in relation to his loan application, by insisting on his HSBC credit card balances being repaid from the proceeds as a condition of the loan and not making sufficient enquiries of his other creditors. He seeks a refund of the amoun... (2 pages)View decision -
Decision Reference DRN8505160
17 Jun 2014 MBNA Limited Not upheldBanking and creditMr G had a credit card account with MBNA Limited. He complains it sold this account to a company which didn’t have a consumer credit licence. He doesn’t know who he should now be paying.backgroundMr G went into default on his credit card account with MBNA. It sold the account. MBNA i... (2 pages)View decision
