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 DRN0277325
28 Sep 2015 Sterling Financial Security Ltd UpheldBanking and creditMr H complains about a debt reduction plan he took out with Sterling Financial Security Ltd trading as Best Solution. He’s paid them a monthly amount since 2008. He recently realised Best Solution was keeping most of his money. They’d made only token payments to the com... (2 pages)View decision -
Decision Reference DRN0214615
10 Oct 2017 Bank of Scotland Plc Not upheldBanking and creditMr M has complained Bank of Scotland plc, trading as Halifax, keeps sending him letters requiring him to pay a disputed debt on his credit card. He believes this is harassment.backgroundMr M disputed a payment on his Halifax credit card account. He wasn’t willing to di... (2 pages)View decision -
Decision Reference DRN3554230
29 Apr 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs D complains about the amount of interest charged on her credit card issued by HSBC UK Bank Plc (“HSBC”). She says they should show forbearance and waive or reduce the debt as she’s paid more in interest than she’s borrowed.backgroundMrs D has a credit card with H... (3 pages)View decision -
Decision Reference DRN9639814
19 Oct 2016 Express Finance (Bromley) Limited UpheldBanking and creditMr B complains that Express Finance (Bromley) Limited wrongly recorded a default on his files with the credit reference agencies. He’d like the default removed.backgroundMr B reviewed his credit files and found a default recorded against a payday loan in June 2013. Mr ... (1 page)View decision -
Decision Reference DRN9759806
25 Apr 2018 Prac Financial Limited UpheldBanking and creditMs S has complained that Prac Financial Limited (“Prac”) entered information incorrectly onto her credit file, as well as carrying out an unnecessary soft trace. She has also complained about the service provided. backgroundIn December 2016 Prac acquired a debt owed by Ms... (3 pages)View decision -
Decision Reference DRN-5560310
15 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5560310 The complaint Mrs A complains that Lloyds Bank plc (‘Lloyds’) sent her letters about being in persistent debt and suspended her credit card when she’d been overpaying more than was required. Mrs A wants Lloyds to recognise the upset this has caused her. What happened In Ap... (4 pages)View decision -
Decision Reference DRN8824044
21 Oct 2016 Baines & Ernst Limited Not upheldBanking and creditMr P and Miss T, represented by a claims management company (CMC), complain that the debt management plan (DMP) they entered into with Baines & Ernst Limited (the business) in 2011 was mis-sold.backgroundMr P and Miss T entered into a DMP in 2011 with the busines... (2 pages)View decision -
Decision Reference DRN-2814333
22 May 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2814333 The complaint Mr C complains that MBNA Limited irresponsibly allowed him to open two credit card accounts that were unaffordable. What happened Mr C says he opened the first MBNA account in 2015 and at the time had significant debts. He says he told MBNA about his financial dif... (2 pages)View decision -
Decision Reference DRN2656438
23 Apr 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a flexible mortgage Mr and Mrs D hold with The Royal Bank of Scotland Plc trading as The One Account. Mr and Mrs D complain that The One Account changed the flexible element of the mortgage from a level facility to a reducing facility. They al... (2 pages)View decision -
Decision Reference DRN1421226
6 Oct 2015 Microcredit Limited UpheldBanking and creditMr M complains about the way Microcredit Limited (trading as MiniCredit.co.uk) treated him when he was in financial difficulty.backgroundAbout a month after taking out a payday loan with Microcredit Mr M told it he was in financial difficulty. He’s unhappy with its res... (2 pages)View decision