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 DRN9081055
10 Jul 2015 National Westminster Bank Plc Not upheldBanking and creditMr S feels that National Westminster Bank Plc (Natwest) hasn’t treated him fairly over a fraudulent account set up in his name and the issues stemming from it. backgroundMr S was written to by a debt recovery company and informed of a debt he’d never heard of in ... (2 pages)View decision -
Decision Reference DRN-2811126
26 May 2021 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2811126 The complaint Mrs L is unhappy that Tesco Personal Finance PLC suspended her account on the basis that Mrs L was in persistent debt. Mrs L is also unhappy that she’s still being charged monthly interest. What happened In September 2018, Mrs L received a letter from Tesco advisi... (2 pages)View decision -
Decision Reference DRN-5331042
19 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5331042 The complaint Mrs M complains that Lloyds Bank PLC won’t reimburse her for payments and a cash advance made from her credit card as the result of a scam. Mrs M also complains that Lloyds transferred her credit card debt to a debt collection firm, when she was led to believe ... (5 pages)View decision -
Decision Reference DRN-3116622
17 Mar 2022 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-3116622 The complaint Mr and Mrs N complain Marks & Spencer Financial Services Plc failed to comply with their request to send them copies of their credit agreements. They don’t think their debts with it are enforceable. While Mr and Mrs N bring this complaint together, I shall for... (3 pages)View decision -
Decision Reference DRN-5137196
12 Nov 2024 Evolution Lending Limited UpheldMortgagesDRN-5137196 The complaint Mr and Mrs Y complain that Evolution Lending Limited irresponsibly lent them a second charge mortgage (secured loan). What happened Mr and Mrs Y have taken out a series of secured loans with Evolution – in September 2016, April 2017, June 2018 and September 202... (5 pages)View decision -
Decision Reference DRN1144919
23 Jan 2015 HSBC Bank plc Not upheldBanking and creditMr E complains that HSBC Bank Plc did not notify him that it had removed his overdraft facility and that it recorded a default on his credit file which it has not removed despite him clearing his debt. backgroundMr E had a current account with a small overdraft limit. He did not make re... (2 pages)View decision -
Decision Reference DRN-3101920
2 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3101920 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) shouldn’t have charged him interest on repayments to his credit card, following a conversation he had with them. What happened Mr W was on a debt management plan from around October 2019 and he says he was paying no in... (3 pages)View decision -
Decision Reference DRN6470569
6 Apr 2017 MKDP LLP Not upheldBanking and creditMr B complains that there was no contract between MKDP LLP and himself, and that MKDP sold his debt onto a party (“C”) that wasn’t regulated by the Financial Conduct Authority (“FCA”).backgroundMr B had a current account with a bank (“H”). He said that H had failed t... (2 pages)View decision -
Decision Reference DRN4716748
28 Jun 2013 HSBC Bank plc Not upheldBanking and creditMiss D complains about HSBC Bank plc debt collection process particularly collection calls, ignoring a repayment plan and passing the debt to a debt collection agency.backgroundMiss D had an overdraft with HSBC. She stopped paying into this account and opened an account with another b... (1 page)View decision -
Decision Reference DRN-2332916
30 Sep 2021 HCC International Insurance Company Plc Not upheldInsuranceDRN-2332916 The complaint A company which I’ll refer to as C complains that HCC International Insurance Company Plc (“HCC”) hasn’t paid the full value of a claim made against its Trade Credit insurance policy. Mr C, who is a director of C, brings the complaint on C’s behalf. C is represent... (3 pages)View decision