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 71155 results
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Decision Reference DRN0524502
29 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. The advisor recommended... (3 pages)View decision -
Decision Reference DRN5681793
27 Dec 2017 HSBC Bank plc Not upheldBanking and creditMiss J complained about overdraft charges on her account with HSBC Bank Plc. She wants a refund of the charges, going back for the last six years.backgroundIn September 2017, Miss J wrote to HSBC about the overdraft charges on her account. She said she’d had several me... (2 pages)View decision -
Decision Reference DRN3089373
8 Feb 2017 Express Debt Solutions Limited Not upheldBanking and creditMrs and Mr E complain about the service they received from Express Debt Solutions Limited under their debt management plan.background Mrs and Mr E’s debt management plan (DMP) was set up in 2011.Mrs and Mr E complained to EDS in 2016 about the service they’d received... (2 pages)View decision -
Decision Reference DRN-2974908
1 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2974908 The complaint Miss H complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Miss H applied for an Aqua credit card from NewDay in April 2016. This was agreed with a limit of £250. The debt was passed to a debt collection agency in February 2019 and repaid i... (2 pages)View decision -
Decision Reference DRN0208074
9 Dec 2019 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs N complain they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited.backgroundMr and Mrs N had a mortgage. In 2005, they took advice from L&G. As a result they re- mortgaged to another lender. They also consolidated som... (2 pages)View decision -
Decision Reference DRN8023327
26 Feb 2014 Santander UK Plc Not upheldBanking and creditMr and Mrs W complain that Santander UK plc (then Alliance & Leicester) made an error and provided them with a £25,000 overdraft instead of the agreed £2,500. They have spent the overdraft and say that Santander should be partially liable for their debt because of its error.backg... (2 pages)View decision -
Decision Reference DRN6054252
30 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMiss H complains that Bank of Scotland plc trading as Halifax forced her into debt following a loan she says she was pressurised into taking out in 2011.backgroundMiss H says in 2011 Halifax reviewed her finances. She says at the time she had about £24,000 in savings and a credit card debt... (2 pages)View decision -
Decision Reference DRN-5597833
2 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5597833 The complaint Miss M complains that NewDay Ltd trading as Fluid and Aqua lent irresponsibly when it approved credit card applications she made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Miss M’s... (4 pages)View decision -
Decision Reference DRN-3022231
17 Sep 2021 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-3022231 The complaint Ms J and Mr J complain about the way Link Financial Outsourcing Limited managed an outstanding debt, they owe to it, since 2005, and secondly that they have unfairly been applying interest to that debt. The Link Financial Outsourcing Limited was previously called ... (5 pages)View decision -
Decision Reference DRN2793117
30 Sep 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs M complain that they were mis-sold mortgages by an authorised representative of Legal & General Partnership Services Ltd (“L&G”).backgroundMr and Mrs M re-mortgaged following a recommendation from L&G in 2006, and did so again in 2009. It is common ground that t... (4 pages)View decision
