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 77331 results
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Decision Reference DRN0166026
5 Nov 2015 American Express Services Europe Limited UpheldPayment protection insurance (PPI)Mr J is unhappy that American Express Services Europe Limited (AmEx) has used his payment protection insurance (PPI) compensation to reduce the amount he owes AmEx.backgroundMr J took out the PPI policy when he applied for a credit card in 2004. The policy was cancelled ... (3 pages)View decision -
Decision Reference DRN2106120
17 Jul 2019 HSBC UK Bank Plc UpheldBanking and creditMrs D complains that HSBC UK Bank plc is chasing her for a debt that she considers has been written off by the bank.background Mrs D had a credit card with HSBC, and in 2012 the outstanding balance was passed to the bank’s collections department. From 2013 the debt was administered by a th... (2 pages)View decision -
Decision Reference DRN8098769
6 Aug 2014 Aktiv Kapital (UK) Limited Not upheldBanking and creditMr M recently checked his credit file and found that Aktiv Kapital (UK) Limited had reported a default in August 2010 against a credit card account. He says that he stopped using this card in 2002, and he does not accept there were any amounts owing on the account. He complains that, ... (2 pages)View decision -
Decision Reference DRN8903771
26 Jun 2020 Gain Credit LLC UpheldBanking and creditComplaintMiss R says Gain Credit LLC (trading as Drafty) irresponsibly lent to her.BackgroundThe background to this complaint was set out in my provisional decision dated 20 May 2020. An extract from this is attached and forms part of this final decision, so I will not repeat that informat... (5 pages)View decision -
Decision Reference DRN-2871051
5 Jul 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2871051 The complaint Mr S complains that Lloyds Bank PLC (Lloyds) defaulted his credit card and overdraft. What happened Mr S had an overdraft limit of £2,000. In June 2019, Lloyds demanded repayment of it with the balance £2,136.62 debit. He had a credit card with a limit of £3,150. ... (3 pages)View decision -
Decision Reference DRN-3971660
21 Feb 2023 Evolution Money Limited Not upheldMortgagesDRN-3971660 The complaint Miss G’s complaint is about a second charge mortgage she has with Evolution Money Limited. She says the loan was unaffordable and considers Evolution lent irresponsibly as it inappropriately took money she received from other people living in her property into acc... (3 pages)View decision -
Decision Reference DRN-5669611
3 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5669611 The complaint Miss D is unhappy with Santander UK Plc. Miss D said Santander hadn’t fully made appropriate services available to her. She said she tried to contact Santander about repaying her debt but couldn’t due to the long phone wait times. Miss D said she had been subje... (4 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 -
Decision Reference DRN-2435841
31 Dec 2020 Gain Credit LLC Not upheldConsumer CreditDRN-2435841 The complaint Mrs T complains that Gain Credit LLC, trading as Lending Stream, lent to her irresponsibly. Mrs T also complains that six late payments and a default appeared on her credit file which she says ought not to be there. What happened Mrs T applied for a £600 loan fro... (2 pages)View decision -
Decision Reference DRN-5708879
23 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5708879 The complaint Miss C complains that Marks & Spender Financial Services Plc trading as M&S Bank unfairly passed an outstanding debt in her name to a third-party debt collection business. What happened Miss C’s credit card account with M&S Bank defaulted in 2022. I... (2 pages)View decision