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 DRN4967403
8 Feb 2016 Barclays Bank Plc Not upheldBanking and creditMrs S complains that Barclays Bank Plc didn’t honour its promise to write off her loan.background Mr S brings this complaint on behalf of his wife, Mrs S. In 2002 Mrs S borrowed a five-figure sum from Barclays in order to repay her overdraft. She made monthly repaym... (3 pages)View decision -
Decision Reference DRN7038386
9 Mar 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs P complain they were given unsuitable mortgage advice by an appointed representative of Legal & General Partnership Services Limited in 2006 and again in 2008.backgroundIn 2006, Mr and Mrs P took advice from L&G, following which they re-mortgaged to another lender, conso... (2 pages)View decision -
Decision Reference DRN-4070162
4 Sep 2023 Suitable Choices Limited Not upheldMortgagesDRN-4070162 The complaint Mr S complains about poor mortgage advice from Suitable Choices Limited. He says the mortgage offer it secured for him expired before his existing product expired. He was unable to re-mortgage and consolidate debt, and by the time he took out a new interest rate p... (2 pages)View decision -
Decision Reference DRN4488877
30 Jan 2017 Barclays Bank Plc Not upheldBanking and creditMrs D complains that Barclays Bank Plc has not treated her fairly in that it made two loans to her which she considers were irresponsible, given her financial circumstances. She says the loans made her financial situation worse. She would like the bank to write of... (2 pages)View decision -
Decision Reference DRN5139851
14 Jun 2016 Bank of Scotland Plc Not upheldBanking and creditMr G complains about the handling of his current account by Bank of Scotland Plc, tradingas Halifax.backgroundI understand that Mr G opened a student account in 2008. Mr G had difficulty maintaining theaccount and Halifax put the account into recoveries in 2014. Thi... (3 pages)View decision -
Decision Reference DRN-5442466
11 Aug 2025 First Rate Credit Union Limited Not upheldConsumer CreditDRN-5442466 The complaint Miss M is complaining that First Rate Credit Union Limited (FRCUL) lent to her irresponsibly by providing her with a personal loan. What happened In December 2023, Miss M applied for a loan with FRCUL. They lent her £9,000 over a five- year term. The loan requi... (4 pages)View decision -
Decision Reference DRN-3549426
15 Dec 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3549426 The complaint Mr K complains that HSBC UK Bank Plc applied a persistent debt marker to his credit card without informing him and did not issue him a replacement credit card in 2019. What happened Mr K applied for a loan in June 2020 but this was rejected. He was initially infor... (3 pages)View decision -
Decision Reference DRN-5680186
19 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5680186 The complaint Mr F complains that Link Financial Outsourcing Limited (Link) have unfairly declined to write off his account. What happened Mr F’s complaint is about an account, he says he says should be written off on medical grounds or closed due to statute barring. Link se... (3 pages)View decision -
Decision Reference DRN1297220
12 Apr 2017 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B through their representative BF complain that an appointed representative of Legal & General Partnership Services Limited mis-sold them a mortgage. They want compensation.backgroundMr and Mrs B took advice from A, an appointed representative of Legal &... (2 pages)View decision -
Decision Reference DRN3789832
5 Dec 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr A has complained Harrington Brooks (Accountants) Limited, trading as Harrington Brooks Debt Management, didn’t advise him properly when he started his debt management plan. He feels a Debt Relief Order would have been more appropriate.Mr A is represented by a claims m... (2 pages)View decision