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 DRN7352490
21 Feb 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs J complain, via their representatives, that their interest-only mortgage with AWD Home Finance Limited (AWD), represented by Legal & General Partnership Services Limited (L&G), was unsuitable and lost them the opportunity to make an arrangement with their unsecured c... (3 pages)View decision -
Decision Reference DRN2346838
25 Feb 2015 Yorkshire Building Society Not upheldBanking and creditMr and Mrs G say that Yorkshire Building Society unfairly charged them for three visits by debt counsellors and they want the charges refunded.backgroundMr and Mrs G’s mortgage account was in arrears and Yorkshire Building Society sent a debt counsellor to their address on three occa... (2 pages)View decision -
Decision Reference DRN8531494
4 Oct 2019 Brightside Insurance Services Limited UpheldInsurance (excluding PPI)Mr M has complained that Brightside Insurance Services Limited renewed a car insurance policy he asked it not to. Brightside passed Mr M’s details to a debt collection agent. backgroundMr M bought a car insurance policy through Brightside in 2017. In 2018 it wrote to Mr M to invite him to ... (2 pages)View decision -
Decision Reference DRN9306294
25 Jan 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that The Royal Bank of Scotland Plc (RBS) has set off a debt using funds from another account, which has left him in difficulties. backgroundMr T had a Mint branded credit card with RBS. This credit card account had a repayment in March 2017 and was ... (2 pages)View decision -
Decision Reference DRN5676301
1 Sep 2015 Sterling Financial Security Ltd UpheldBanking and creditMr W complains that Sterling Financial Security Ltd trading as Best Solutions has handled his debt management plan poorly. This has mean he’s now in more debt than when he started the plan.backgroundIn 2010 Mr W started a debt management plan with Best Solutions. He ... (2 pages)View decision -
Decision Reference DRN5570008
20 Dec 2013 Lloyds Bank PLC Not upheldBanking and creditOn behalf of Mr E, his father complains that Lloyds Bank Plc (previously Lloyds TSB Bank Plc) was irresponsible in increasing Mr E’s overdraft limit on a number of occasions, and in agreeing to issue him with a credit card. Mr E’s debts have since been repaid, but his father wants the ba... (2 pages)View decision -
Decision Reference DRN-5468700
26 Aug 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5468700 The complaint Mr W, through his representative, complains that Western Circle Ltd trading as Cashfloat lent to him irresponsibly. What happened This table gives a brief summary of the lending Western Circle approved for Mr W. Loan Approved Amount Terms Status 1 2 July 2024 £... (3 pages)View decision -
Decision Reference DRN3266405
12 Jan 2015 Cabot Financial (Europe) Limited Not upheldBanking and creditMiss K has complained that Cabot Financial (Europe) Limited is wrongly pursuing her for a debt.backgroundCabot is chasing Miss K for a debt, which she says does not exist, is not hers and is unenforceable. She also wants Cabot to remove the default notice from her credit file.Cabot has... (2 pages)View decision -
Decision Reference DRN3287878
24 Oct 2017 Elderbridge Limited UpheldBanking and creditMiss C complains about the way Elderbridge Limited has communicated with her about a debt she owes.backgroundMiss C had a secured loan with a company – ‘A’ – which she was paying off through a payment plan. Towards the end of 2015 Miss C paid off the balance of... (2 pages)View decision -
Decision Reference DRN6256740
17 Nov 2016 Lloyds Bank PLC Not upheldBanking and creditMiss L complains that Lloyds Bank plc has continued to treat her unfairly after a previous complaint. It hasn’t answered her telephone calls, causing unnecessary delays, which led to a potential tenant pulling out of leasing her premises.background In 2014 Miss L complaine... (3 pages)View decision