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-4791842
17 May 2024 Fairscore Ltd UpheldConsumer CreditDRN-4791842 The complaint Miss P complains that Fairscore Ltd trading as Updraft lent irresponsibly when it approved three loans within a short period of time. What happened In April 2022 Miss P applied for a loan of £10,000 with Updraft for debt consolidation purposes. In the application,... (3 pages)View decision -
Decision Reference DRN-5433527
28 Mar 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5433527 The complaint Mr R complains that Tandem Home Loans Ltd trading as Oplo HL Ltd gave him two secured loans that were unaffordable. What happened In March 2021, Mr R took out a secured loan (loan 1) with Oplo for £25,000 repayable over ten years. The loan had a fixed interest ... (7 pages)View decision -
Decision Reference DRN6177066
20 Mar 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr D complains that The Royal Bank of Scotland Plc set off money from his current account to reduce other debts with the bank and closed the account. backgroundMr D, who is in full time employment, set up a small business and obtained finance from the bank to fund it. Following a delay ... (1 page)View decision -
Decision Reference DRN1343075
5 Sep 2014 The Mortgage Matters Partnership Not upheldBanking and creditMr and Mrs L complain through their representative that The Mortgage Matters Partnership (‘MMP’) mis-sold their mortgage.backgroundIn March 2006 Mr and Mrs L (who were then aged 65 and 58 respectively) consulted MMP (who had made contact with them) about obtaining a remortgage. They h... (2 pages)View decision -
Decision Reference DRN3854549
20 Sep 2018 HSBC Bank plc UpheldBanking and creditMr M complains about how HSBC Bank Plc managed his credit card account in 2016 and 2017.backgroundMr M said that he’d got into some financial difficulties. He said that he’d spoken to HSBC about that in 2016, and it had agreed to freeze the interest on his credit c... (5 pages)View decision -
Decision Reference DRN8058675
7 Feb 2014 Lloyds Bank PLC Not upheldBanking and creditMr V’s complaint arises out of the way Lloyds Bank plc (then Lloyds TSB) dealt with his financial situation when he was grieving over a close relative.background After the death of a close relative, Mr V realised he couldn’t afford the loans and other credit Lloyds had given to him. He ... (2 pages)View decision -
Decision Reference DRN8302408
3 Dec 2013 MBNA Limited Not upheldBanking and creditMrs A complains that MBNA Limited will not accept a payment from her of £269.50 in full and final settlement of her debt of £5,117.20. Mrs A says that MBNA did not tell her that it was not prepared to use the cheque to clear her loan when it cashed it. This meant that she thought MBNA... (2 pages)View decision -
Decision Reference DRN4722242
28 Oct 2019 Capital One (Europe) plc Not upheldBanking and creditMr H complains that Capital One (Europe) plc shouldn’t have given him a credit card. He says his credit history should have made Capital One aware that the lending was unaffordable for him.backgroundMr H applied for a credit card with Capital One in February 2016. Capital One issued him a ... (2 pages)View decision -
Decision Reference DRN-4601768
5 Feb 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4601768 The complaint Mr S complains that Chetwood Financial Limited irresponsibly agreed loans for him. What happened Chetwood agreed two loans for Mr S, both on 11 July 2022. The first was agreed under its trading name BetterBorrow and the second under the name LiveLend. I’ve summari... (4 pages)View decision -
Decision Reference DRN-4900602
12 Sep 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4900602 The complaint Mr O complains that Bank of Scotland plc didn’t report correctly on his credit file when he entered into a Debt Arrangement Scheme (DAS). What happened Mr O holds an account with Bank of Scotland. In 2020 Mr O entered into a DAS and began making monthly payment... (2 pages)View decision