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 DRN8127731
19 Aug 2016 HSBC Bank plc Not upheldBanking and creditMr S complains that HSBC Bank plc recorded a default on his credit file unfairly.backgroundIn July 2012 a debt management company contacted HSBC on Mr S’s behalf. It explained that he’d sought its advice on dealing with his financial situation, and said it was likely... (4 pages)View decision -
Decision Reference DRN1576059
22 Feb 2016 Erudio Student Loans Limited Not upheldBanking and creditMr and Mrs M have complained about Erudio Student Loans Limited’s actions in respect of their student loans.backgroundMr and Mrs M had student loans with a third party. These were later assigned to Erudio. Mr and Mrs M have complained about a number of aspects about ... (2 pages)View decision -
Decision Reference DRN0944590
22 Nov 2016 The Mortgage Works (UK) Plc UpheldBanking and creditMr R’s raised a complaint on behalf of his company, which I’ll call Q.Q is concerned that The Mortgage Works (UK) Plc (“Mortgage Works”): Failed to change the name and address of Q, even though it had promised to do so to resolve a previous complaint. Didn’t ... (4 pages)View decision -
Decision Reference DRN-1051604
29 Apr 2020 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1051604 The complaintMiss D complains that The Royal Bank of Scotland Plc (“RBS”) sold her overdraft onto a debt management company when she had a repayment arrangement. The debt management company then reported a default on her credit file, which she’d been previously told would be re... (3 pages)View decision -
Decision Reference DRN-5592149
29 Aug 2025 OPOS Limited Not upheldConsumer CreditDRN-5592149 The complaint Mr M complains that Opos Limited contacted him about a debt they should have reasonably known was statute barred. What happened Mr M’s complaint centres around a credit card account that was held with a business I’ll refer to as M. The account fell into arrears... (3 pages)View decision -
Decision Reference DRN-1633695
12 Aug 2020 BW Legal Services Limited UpheldConsumer CreditDRN-1633695The complaint and backgroundMrs G is unhappy with how a debt collector, BW Legal Services Limited, treated her when it believed she’d failed to make payments to it on the agreed date. The details of this complaint are well known to both parties, so I will only summarise them aga... (3 pages)View decision -
Decision Reference DRN3897876
20 Apr 2018 House & Home Care Limited Not upheldBanking and creditMs R complains that House & Home Care Limited, trading as Immediate Financial, mis-sold her a debt settlement program and this has had a detrimental effect on her. backgroundIn March 2010 Ms R signed up for a debt settlement program with Immediate Financial. She says... (3 pages)View decision -
Decision Reference DRN3033500
27 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr W complains that his National Westminster Bank Plc credit card was used without authorisation.backgroundMr W says that a £640 payment was taken from his account using his credit card on 11 April 2016. He says he didn’t authorise the payment. The card was taken f... (2 pages)View decision -
Decision Reference DRN5344662
13 Jan 2016 Bank of Scotland Plc Not upheldBanking and creditMiss M wants Bank of Scotland plc (BoS) to pay the refund they have offered on the interest charged on her loans directly to her. At present, BoS want to pay that amount to the new debt holders to reduce the balance on the debt. Miss M disagrees.backgroundMiss ... (2 pages)View decision -
Decision Reference DRN-4838232
6 Jun 2024 Topaz Finance Limited UpheldMortgagesDRN-4838232 The complaint Mr M complains that Topaz Finance Limited trading as Hyalite Mortgages is asking him to repay a shortfall debt which remains after the sale of his mortgaged property was used to pay off the rest of the debt. Mr M set out why he doesn’t think Hyalite should ask him... (4 pages)View decision