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-3634041
20 Sep 2022 Lowell Financial Ltd Not upheldConsumer CreditDRN-3634041 The complaint Mr F has complained about Lowell Financial Ltd pursuing him for two accounts. He says one of them was taken out fraudulently in his name, and he says the other is unenforceable. What happened Both sides are most familiar with the case, so I’ll summarise things in ... (3 pages)View decision -
Decision Reference DRN-5698149
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5698149 The complaint Miss W complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to her. What happened Miss W was approved for a Tesco credit card in October 2018, with a £500 credit limit. I have set out the credit limit increases below: February 2019 £500 ... (7 pages)View decision -
Decision Reference DRN-2558803
26 Mar 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2558803 The complaint Mr O complains that HSBC UK Bank Plc (HSBC) shouldn’t have marked his credit file. What happened Mr O had a current account with HSBC. In July 2018, they told him they would close his account. He tried to pay in £350. These credits were returned. The account was c... (2 pages)View decision -
Decision Reference DRN7606421
28 Sep 2016 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B complain they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (L&G). Mr and Mrs B are represented by a third party I’ll call ‘R’ R says Mr and Mrs B feel particularly unhappy about the follow... (3 pages)View decision -
Decision Reference DRN4967403
8 Feb 2016 Barclays Bank Plc Not upheldBanking and creditMrs S complains that Barclays Bank Plc didn’t honour its promise to write off her loan.background Mr S brings this complaint on behalf of his wife, Mrs S. In 2002 Mrs S borrowed a five-figure sum from Barclays in order to repay her overdraft. She made monthly repaym... (3 pages)View decision -
Decision Reference DRN-6107363
27 Jan 2026 HL Partnership Limited Not upheldMortgagesDRN-6107363 The complaint Mr P and Miss S have complained that they were given unsuitable mortgage advice by a representative of H L Partnership Limited trading as HLPartnership, and referred to here as HLP. To settle the complaint, Mr P and Miss S would like HLP to compensate them for... (4 pages)View decision -
Decision Reference DRN7235221
11 Sep 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs W complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Ltd (“L&G”).backgroundIn 2008 Mr and Mrs W were given advice about re-mortgaging by L&G’s representative.They wanted to reduce ... (5 pages)View decision -
Decision Reference DRN8696974
19 May 2020 Santander Consumer (UK) Plc UpheldBanking and creditMr M complains that Santander Consumer (UK) Plc (‘Santander’) pursued him for a debt that he never took out. background Mr M says in 2012 Santander began to pursue him for a debt in relation to a car finance agreement (‘Agreement A’). He says that despite telling Santander it wasn’t his de... (9 pages)View decision -
Decision Reference DRN8694225
30 Dec 2019 Vanquis Bank Limited Not upheldBanking and creditMr H complained because Vanquis Bank Limited recorded an ‘’Arrangement to pay’’ on his credit file. He wants Vanquis to record a ‘’Default’’ instead.backgroundMr H had a Vanquis credit card with a limit of £1,500. He exceeded the limit and had a balance of around £1,850. Mr H wasn’t able t... (2 pages)View decision -
Decision Reference DRN-5995797
8 Dec 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5995797 The complaint Mr M complains that Capquest Debt Recovery Limited (Capquest) contacted him about a debt when they shouldn’t have as it was statute barred. What happened Mr M’s complaint centres around an account that the original lender defaulted on 5 December 2006 and sold t... (3 pages)View decision