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 DRN3117980
19 May 2016 Lending Stream Limited Not upheldBanking and creditMr J complains that Lending Stream LLC’s (“LSL”) affordability checks were inadequate andbecause of this it failed to realise that he was in financial difficulties when it lent him twoloans.backgroundMr J took out two loans with LSL. He borrowed £120 on 6 February 2... (4 pages)View decision -
Decision Reference DRN1775542
21 Mar 2014 HSBC Bank plc Not upheldBanking and creditMr and Mrs K complain that HSBC Bank plc wrongly charged monthly direct debits for their business credit card to their business current account – causing an unauthorised overdraft which they are now being required to repay. They want the bank to write off the debt.backgroundMr and Mrs K... (2 pages)View decision -
Decision Reference DRN9561644
13 Apr 2016 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs J complain they were mis-sold a mortgage by a representative of Legal & General Partnership Services Limited (L&G). And they’re unhappy about the early repayment charge (ERC) they paid when they remortgaged.backgroundWhen Mr and Mrs J agreed to go ... (3 pages)View decision -
Decision Reference DRN-4601483
14 Mar 2024 Lendable Ltd Not upheldConsumer CreditDRN-4601483 The complaint Mr K complains that Lendable Ltd lent irresponsibly when it approved a loan application he made. What happened Mr K applied for a loan of £10,000 plus fees of £590 in April 2021. In his application, Mr K said he was employed full time with an income of £2,796 a m... (3 pages)View decision -
Decision Reference DRN2627804
21 Jun 2013 Santander UK Plc Not upheldBanking and creditMrs V complains that Santander UK Plc acted irresponsibly when it made four personal loans to her. backgroundMrs V took out three loans from the bank between December 2005 and January 2009. The second and third loans each repaid the previous loan and provided extra funds. The third loan w... (2 pages)View decision -
Decision Reference DRN-5595837
3 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5595837 The complaint Miss D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss D applied for an Aqua credit card in August 2022. In her application, Miss D said she was ... (3 pages)View decision -
Decision Reference DRN-3669632
26 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3669632 The complaint Mrs H complains that NewDay Ltd provided her with two credit cards and increased the limit on both without adequately checking that she could afford any repayments. What happened Mrs H applied for and was provided with two credit cards by NewDay. The cards and dat... (5 pages)View decision -
Decision Reference DRN-3046382
15 Sep 2021 Allied International Credit (UK) Ltd UpheldConsumer CreditDRN-3046382 The complaint Mr and Mrs B complain about incorrect information and poor service from Allied International Credit (UK) Ltd (Allied) in relation to a loan account it administers for another business. What happened The background to this complaint and my initial conclusions were ... (3 pages)View decision -
Decision Reference DRN0534022
10 Dec 2018 Ulster Bank Ltd Not upheldBanking and creditMiss A complains that in 2014 Ulster Bank Ltd reported a default to a credit reference agency in relation to her student account. backgroundIn 2010, Miss A opened a student account with Ulster Bank. She used the account until November 2012. The last credit to the ... (3 pages)View decision -
Decision Reference DRN-5821642
18 Nov 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5821642 The complaint Mr H complains Lowell Portfolio I Ltd are incorrectly recording a default against his credit report. What happened Mr H had an account with a company I’ll refer to as V. They defaulted the account on 30 September 2019. Mr H says when his account was sold to Low... (2 pages)View decision