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 DRN1622062
9 Mar 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMr H and Ms D complain they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited.backgroundMr H and Ms D took advice from L&G when the fixed rate on their previous mortgage was coming to an end.As a result of the advice they re-mor... (2 pages)View decision -
Decision Reference DRN9558796
1 May 2015 Yorkshire Building Society Not upheldBanking and creditMr G complains that Yorkshire Building Society (trading as Norwich & Peterborough Building Society) mis-sold him a loan consolidating his debt which was secured on his home.backgroundMr G took out a mortgage with Yorkshire Building Society in 2004. In January 2008 he ... (2 pages)View decision -
Decision Reference DRN5193181
20 Dec 2016 Debt Advisory Line Limited Not upheldBanking and creditMr and Mrs L complain that Debt Advisory Line Limited (DAL) sold them a debt management plan which was not suitable for them. They also complain that they were not told they could receive free debt advice elsewhere.Mr and Mrs L bring their complaint through their repre... (2 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 DRN3046307
20 Jun 2013 Lloyds TSB Bank Plc UpheldBanking and creditThe three partners of a small, family business complain about the amount of money Lloyds TSB Bank Plc is seeking to recover from them.backgroundI issued my provisional decision in May 2013, a copy of which is attached and forms part of my final decision. My provisional decision set o... (3 pages)View decision -
Decision Reference DRN-1372724
7 Oct 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1372724 The complaint Mr B has complained about the fees and charges Santander UK Plc (“Santander”) applied to his current account. He’s said he’s paid £1800 in charges and this caused financial distress. What happened Mr B complained to Santander in April 2019. Santander didn’t agree ... (3 pages)View decision -
Decision Reference DRN-2963236
18 Oct 2021 TFS Loans Limited UpheldConsumer CreditDRN-2963236 The complaint Mr S and Mrs S complained that TFS Loans Limited lent to them irresponsibly and provided them with a loan that was unaffordable. What happened Mr S and Mrs S were given a loan by TFS as follows: Date taken Loan status Number of monthly instalments Loan amount Mont... (5 pages)View decision -
Decision Reference DRN4257330
28 Jun 2013 Black Horse Limited Not upheldBanking and creditMs D complains that Black Horse Limited sold her debt from a credit agreement on to a third party, when she was maintaining an agreed repayment plan.backgroundMs D took out a credit agreement with Black Horse (then Lloyds Bowmaker) in 1998. The money was to pay for replacement windows... (2 pages)View decision -
Decision Reference DRN-3225476
31 Jan 2022 Brightside Insurance Services Limited UpheldInsuranceDRN-3225476 The complaint Mr C complains Brightside Insurance Services Limited trading as Brightside incorrectly sent his details to a debt collection agency. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in... (2 pages)View decision -
Decision Reference DRN-5359581
3 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5359581 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank lent to him irresponsibly. What happened On 25 February 2014, Mr P applied for – and was granted – a loan for £11,000 from Tesco. It was to be repaid in 60 monthly instalments of £235.63. The ... (3 pages)View decision