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 DRN5465724
1 Mar 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMr A, represented by Ms A, complains that Cabot Financial (Europe) Limited (the business) has provided incorrect information about the debts he has outstanding. He also complains that it has not responded to the letters sent in regard to his complaint. backgroundMr A says... (3 pages)View decision -
Decision Reference DRN8403354
17 Mar 2015 The Mortgage Matters Partnership Not upheldBanking and creditMr and Mrs F complain that The Mortgage Matters Partnership (TMMP) mis-sold an interest only mortgage to them. They are represented by “Z”.backgroundMr and Mrs F took out an interest only mortgage in 2007 on the advice of TMMP. Z says the mortgage was unsuitable ... (3 pages)View decision -
Decision Reference DRN-5599930
19 Jun 2025 Topaz Finance Limited Not upheldMortgagesDRN-5599930 The complaint Mr O’s complaint is about a buy-to-let (BTL) mortgage, originally taken out in 2008 with another lender, but transferred to Topaz Finance Limited trading as Siberite Mortgages in 2019. Mr O says that the valuation of the property carried out in May 2007 was ne... (3 pages)View decision -
Decision Reference DRN-3084584
4 Oct 2021 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3084584 The complaint Miss L complains that Creation Consumer Finance Ltd (CCFL) were irresponsible in approving her loan application for £9,900. What happened On 5 January 2018 CCFL approved Miss L’s online loan application. She was given a loan for £9,900 over a 60-month term at 14.9... (4 pages)View decision -
Decision Reference DRN7225371
30 Sep 2014 Lloyds Bank PLC Not upheldBanking and creditMr D complains Lloyds Bank PLC mis-sold him a loan he couldn’t afford – and led him to believe it would result in a successful re-mortgage. backgroundIn 2012 Mr D approached Lloyds for a mortgage, but the application was declined. He says the bank advised it would succeed if he consol... (2 pages)View decision -
Decision Reference DRN1342950
4 Jun 2015 Specialist Mortgage Services Limited Not upheldBanking and creditMr L complains about the way in which Specialist Mortgage Services Limited has dealt with the recovery of an outstanding debt. backgroundMr L sold his property, mortgaged to ‘lender 1’, in 2009 for less than the mortgage balance. He thought that lender 1 had written o... (1 page)View decision -
Decision Reference DRN3736130
5 Jul 2018 HSBC Bank plc Not upheldBanking and creditMr U1 has complained that HSBC Bank Plc appointed a Law of Property Act (LPA) receiver when he had a buyer in place.Mr U2, his brother, represents him under a power of attorney. However, to make this decision easier to read, I will refer only to Mr U1.backgro... (3 pages)View decision -
Decision Reference DRN-2301503
22 Jan 2021 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-2301503 The complaint Miss S is unhappy that Clydesdale Financial Services Limited, trading as Barclays Partner Finance Limited (“BPF”), failed to write off a loan and remove reporting from her credit file after she’d informed it that the application was fraudulent. What happened In Ja... (3 pages)View decision -
Decision Reference DRN-1631112
18 Mar 2020 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-1631112 The complaintMiss W complains that Shop Direct Finance Company Limited have treated her unfairly when she was in financial difficulty. What happenedMiss W opened a credit account with Shop Direct in November 2013. She fell into arrears and contacted them in February 2018 to dis... (3 pages)View decision -
Decision Reference DRN3846214
2 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMs R complains that Lloyds Bank PLC harassed and bullied her at a time when she was suffering ill health.backgroundMs R has three accounts with Lloyds two of which were credit card accounts and in 2008 she encountered financial problems. These were caused by ill health ... (2 pages)View decision