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 70772 results
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Decision Reference DRN3706031
11 Jul 2013 Barclays Bank Plc Not upheldBanking and creditMr M complains about the actions of a debt collector, Mercers, that was appointed by, and was working on behalf of, Barclays Bank Plc. He says they violated his privacy by claiming to have an agreement with him and he also believes the Data Protection Act was breached. backgroundT... (1 page)View decision -
Decision Reference DRN-3669632
26 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3669632 The complaint Mrs H complains that NewDay Ltd provided her with two credit cards and increased the limit on both without adequately checking that she could afford any repayments. What happened Mrs H applied for and was provided with two credit cards by NewDay. The cards and dat... (5 pages)View decision -
Decision Reference DRN-1741496
7 Aug 2020 Bank of Scotland Plc Not upheldConsumer CreditDRN-1741496The complaintMr G is unhappy with the way Bank of Scotland plc (trading as Halifax) has handled his loan account. What happenedMr G’s complaint is that:1. Halifax haven’t provided him with statements for his personal loan account2. Halifax charged him more than they should have ... (3 pages)View decision -
Decision Reference DRN2627804
21 Jun 2013 Santander UK Plc Not upheldBanking and creditMrs V complains that Santander UK Plc acted irresponsibly when it made four personal loans to her. backgroundMrs V took out three loans from the bank between December 2005 and January 2009. The second and third loans each repaid the previous loan and provided extra funds. The third loan w... (2 pages)View decision -
Decision Reference DRN9561644
13 Apr 2016 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs J complain they were mis-sold a mortgage by a representative of Legal & General Partnership Services Limited (L&G). And they’re unhappy about the early repayment charge (ERC) they paid when they remortgaged.backgroundWhen Mr and Mrs J agreed to go ... (3 pages)View decision -
Decision Reference DRN-4601483
14 Mar 2024 Lendable Ltd Not upheldConsumer CreditDRN-4601483 The complaint Mr K complains that Lendable Ltd lent irresponsibly when it approved a loan application he made. What happened Mr K applied for a loan of £10,000 plus fees of £590 in April 2021. In his application, Mr K said he was employed full time with an income of £2,796 a m... (3 pages)View decision -
Decision Reference DRN9032798
7 Jan 2020 Gregory Pennington Limited Not upheldBanking and creditMr and Mrs J are unhappy with the debt management advice they received from Gregory Pennington Limited (GPL).backgroundMr and Mrs J entered into a debt management plan (DMP) with GPL in 2007 in order to reduce their debts with a number of creditors and they added other debts to the arrange... (4 pages)View decision -
Decision Reference DRN1593264
16 Nov 2015 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mr R is unhappy that National Westminster Bank Plc (NatWest) has paid the refund from his mis-sold payment protection insurance (PPI) to the outstanding debt on his credit card account, rather than to him directly.background Mr R complained to NatWest that he had been ... (2 pages)View decision -
Decision Reference DRN-5422089
24 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5422089 The complaint Miss O complains Cabot Credit Management Group Limited are asking her to repay more towards a debt than they should be. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements o... (4 pages)View decision -
Decision Reference DRN1572146
21 Nov 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs P complain that HSBC UK Bank Plc unfairly refused their application for further borrowing on their mortgage. They say they wanted to use the borrowing to pay off unsecured debt.backgroundMr and Mrs P had an existing mortgage with HSBC. They reviewed their finances and decided to... (4 pages)View decision
