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 DRN2203416
29 Nov 2018 BW Legal Services Limited Not upheldBanking and creditMr C complains about the actions of BW Legal Services Limited (“BWL”) in seeking to recover a debt from him on behalf of a client.backgroundMr C says BWL shouldn’t be chasing him for the debt while his complaint about the original lending is being considered. And h... (2 pages)View decision -
Decision Reference DRN3202647
25 Oct 2013 MBNA Limited Not upheldBanking and creditMr J is unhappy that his request to have his credit card debt written off was declined by MBNA Limited and a confusing counter offer made by it. Mr J is suffering from cancer and is unhappy that MBNA did not respond to his correspondence.background Mr J has held a credit card with MBNA si... (2 pages)View decision -
Decision Reference DRN-2407518
18 Feb 2021 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-2407518 The complaint Ms E is unhappy that Tesco Personal Finance PLC sold her account to a debt purchasing company, despite knowing that Ms E has a long-term health condition. What happened Ms E applied for a personal loan with Tesco for £12,000. The loan had a term of five years with... (3 pages)View decision -
Decision Reference DRN7181305
10 May 2016 HSBC Bank plc Not upheldBanking and creditMr J complains that HSBC Bank Plc has not treated him fairly, in that it used the proceeds of a cheque which had been incorrectly paid to Mr J’s closed account to repay a debt he owed. Mr J says the debt was mainly made up of excessive fees it had applied to the ... (2 pages)View decision -
Decision Reference DRN-4099443
25 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4099443 The complaint Miss M complains that HSBC UK Bank Plc (“HSBC”) provided a third party organisation with misleading information surrounding a debt she owed. This resulted in Miss M feeling anxious that she had debts she didn’t know about. What happened Miss M was working with a t... (3 pages)View decision -
Decision Reference DRN5675062
16 Apr 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs K complain that Legal & General Partnership Services Limited gave them unsuitable mortgage advice.backgroundMr and Mrs K had an existing mortgage and a number of unsecured debts. L&G recommended in October 2005 that they re-mortgage and consolidate uns... (2 pages)View decision -
Decision Reference DRN-5537271
6 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5537271 The complaint Mr L complains Nationwide Building Society irresponsibly provided him with an unaffordable overdraft facility. Mr L also complains about Nationwide Building Society’s service, including its decision to not write-off his outstanding balance. What happened Nation... (6 pages)View decision -
Decision Reference DRN0586134
25 Mar 2020 Cabot Credit Management Group Limited Not upheldBanking and creditMr W complains that Cabot Credit Management Group Limited is asking him to pay a debt that he disputes and which he says is unenforceable. He’s being helped with his complaint by a representative.backgroundCabot says that Mr W had a credit card debt of £1,084.58 that was assigned to it in ... (2 pages)View decision -
Decision Reference DRN1366356
21 Jan 2016 Assured Money Solutions Limited UpheldBanking and creditMr and Mrs C complain that Assured Money Solutions Limited (“AMS”) told them they would be debt free in five years under its debt management plan, but this hasn’t happened. backgroundMr and Mrs C took out the debt management plan in 2011. They have paid regularly i... (3 pages)View decision -
Decision Reference DRN2757113
22 Feb 2017 TSB Bank plc Not upheldBanking and creditMr C complains that TSB Bank plc sold his credit card debt to a debt collection agency.background Mr C lost his job and fell into financial difficulties. He had a significant credit card debt and in June 2016 entered into an arrangement with the bank to pay £5 per... (1 page)View decision
