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 76853 results
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Decision Reference DRN-4139257
10 Oct 2023 HSBC UK Bank Plc Not upheldMortgagesDRN-4139257 The complaint Mr G’s complaint about HSBC UK Bank Plc (HSBC) relates to its attempts to recover a shortfall balance on his mortgage account following the sale of his property in March 2013. What happened Mr G had a mortgage secured on a property I shall call M Rd. This property... (3 pages)View decision -
Decision Reference DRN4475118
22 Nov 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditComplaintMs W complains that The Royal Bank of Scotland Plc (RBS) sold her debt to a third party without telling her. BackgroundMs W has told us she took out a £30,000 loan with RBS but after maintaining the payments she experienced some financial difficulties. RBS defaulted the account in... (2 pages)View decision -
Decision Reference DRN4953311
20 Nov 2020 Madison CF UK Limited UpheldBanking and creditMr G has complained about a loan he took out with Madison CF UK Limited, trading as 118 118 Money. Mr G says it was irresponsible for the company to give him the loan as it should have been obvious he could not afford to pay it back. background I issued a provisional decision in this case ... (7 pages)View decision -
Decision Reference DRN2768329
24 Jan 2014 Lloyds Bank PLC Not upheldBanking and creditMr B complains that poor service provided by Lloyds Bank PLC on his business account has led to financial problems and caused him serious inconvenience and distress. background Mr B had a loan and a business current account – with an authorised overdraft - with the bank. These accounts... (3 pages)View decision -
Decision Reference DRN-5501369
30 Apr 2025 UK Credit Limited Not upheldConsumer CreditDRN-5501369 The complaint Mr S complains that UK Credit Limited was irresponsible in its lending to him. He wants all interest and charges refunded, along with statutory interest, and any adverse information recorded about this loan removed from his credit file. Mr S is represented by a... (4 pages)View decision -
Decision Reference DRN-5571460
11 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5571460 The complaint Mr O complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. He wants all interest and charges on his loans refunded along with statutory interest and any adverse information regarding the loans removed from his cr... (4 pages)View decision -
Decision Reference DRN1648962
2 Nov 2017 Lloyds Bank PLC Not upheldBanking and creditMiss B complains that Lloyds Bank PLC has notified her that it will pass her overdraft debt to its recoveries section which will result in a default being placed on her credit file.backgroundMiss B opened a student account in December 2015 with an agreed overdraft ... (2 pages)View decision -
Decision Reference DRN-2602894
18 Mar 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2602894 The complaint Miss S complains that Bank of Scotland plc trading as Halifax (Halifax) lent to her irresponsibly. What happened Miss S opened a credit card with Halifax in April 2016 on an interest free deal. Her limits were as follows: Date Limit April 2016 £1000 June 2016 £150... (3 pages)View decision -
Decision Reference DRN7968623
7 Jun 2017 Cabot Credit Management Group Limited Not upheldBanking and creditMr B complains that Cabot Credit Management Group Limited (“Cabot”) did not treat him fairly, in that it wrongly obtained a court judgement against him and has since refused to discuss a settlement which responds positively and sympathetically to his financial hardsh... (3 pages)View decision -
Decision Reference DRN-5576395
22 Aug 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5576395 The complaint Ms S complains that Lowell Portfolio I LTD (Lowell) are unfairly pursuing her for a debt she disputes owing. What happened Ms S’ complaint centres around a current account that she had with a business I’ll refer to as Bank. Ms S says she closed the account with... (3 pages)View decision