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 DRN-4815094
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4815094 The complaint Mr M complains Monzo Bank Ltd have treated him unfairly in relation to his Flex credit card account and the level of customer service it’s provided him. What happened Mr M held a bank account with an overdraft facility with Monzo. Mr M also held a Flex credit c... (4 pages)View decision -
Decision Reference DRN1125653
29 Mar 2021 Everyday Lending Limited Not upheldBanking and creditIn summary, Mr D has complained that Everyday Lending Limited (ELL) provided him with a loan that he wasn’t able to afford. background In April 2018 ELL provided Mr D a loan for £3,000 repayable over two years. It was a high interest loan with an interest rate of 127.1% APR. The total char... (5 pages)View decision -
Decision Reference DRN4700776
11 Mar 2014 Northants Mortgages UpheldBanking and creditMr and Miss L complain, via their representatives, that Northants Mortgages, a broker, provided them with unsuitable mortgage advice. In particular they said Northants Mortgages recommended: they consolidate their debt without explaining the consequences; they switch to an interest-on... (3 pages)View decision -
Decision Reference DRN4660494
9 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr H and Mr J guaranteed the debts of a company C to HSBC Bank plc. They say that the way HSBC handled C’s accounts has increased the amount they owe under the guarantee.backgroundSome years ago Mr H and Mr J signed a joint guarantee of C’s debts to HSBC. When C went into administ... (2 pages)View decision -
Decision Reference DRN0696160
4 Jul 2016 Pentagon (UK) Limited Not upheldBanking and creditMr and Mrs G complain about a debt management plan they entered into with Pentagon (UK) Limited. At the time of taking out the plan they’d received solicitor’s letters threatening court action and say they were told by the Pentagon agent that the court action c... (5 pages)View decision -
Decision Reference DRN8889526
17 Feb 2021 NRAM Limited Not upheldBanking and creditThis complaint is about a shortfall debt arising from the repossession of a property previously owned by Mrs C and Mr B, which was subject to a mortgage with NRAM Limited. The complaint has been brought by Mrs C, with the consent of Mr B. To settle the complaint Mrs C wants NRAM to demonst... (4 pages)View decision -
Decision Reference DRN-2573905
7 Jan 2022 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-2573905 The complaint Ms H complains that Capquest Debt Recovery Limited is chasing her for debt she says she didn’t apply for or benefit from. What happened In mid-2020, Ms H says she received a letter from Capquest chasing her for a debt it says she’d taken out through a third-party ... (4 pages)View decision -
Decision Reference DRN0101722
15 May 2018 Clydesdale Bank Plc Not upheldPayment protection insurance (PPI)Mrs M complained that Clydesdale Bank PLC (Clydesdale) mis-sold her a payment protection insurance (PPI) policy associated with her credit card.backgroundMrs M took out a credit card with Clydesdale in 2001. In 2005 a PPI policy was taken out associated with that credit... (3 pages)View decision -
Decision Reference DRN-3116362
16 Feb 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3116362 The complaint Mr G complains about a credit card account he has with Lloyds Bank PLC (Lloyds). What happened In 2001, Mr G took out a credit card account with Lloyds. Mr G says that in recent years, the credit card has always been within the agreed credit limit and he has been ... (3 pages)View decision -
Decision Reference DRN-5695823
6 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5695823 The complaint Miss A complains that Clydesdale Bank Plc trading as Virgin Money have irresponsibly lent to her. What happened Miss A was approved for a Virgin Money credit card in October 2024 with a £5,000 credit limit. Miss A says Virgin Money irresponsibly lent to her. Mi... (3 pages)View decision