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 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 DRN-5387972
17 Mar 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5387972 The complaint Mrs D complains that Link Financial Outsourcing Limited (Link) has failed to provide her any conclusive evidence the debt they are pursuing her for exists. What happened I issued my provision findings on 10 March 2025 (below): The account in question here is a ... (4 pages)View decision -
Decision Reference DRN6306158
6 Oct 2016 Butler-Do Ltd Not upheldBanking and creditMiss H complains that she wasn’t provided with satisfactory advice about her debt management plan (“DMP”) by a debt management company, (“D”), which has since been acquired by Butler-Do Limited (“BL”). The complaint is brought to this service on Miss H’s behalf by a c... (2 pages)View decision -
Decision Reference DRN7516070
29 Jan 2019 MBNA Limited Not upheldBanking and creditMiss C complains that MBNA Limited broke the terms of an agreed repayment plan by selling her debt to a third party company. backgroundMiss C says she experienced financial difficulties in 2017 and told MBNA. She says there was an agreement in place to repay her debt... (2 pages)View decision -
Decision Reference DRN8443530
17 Sep 2015 National Westminster Bank Plc UpheldBanking and creditMr A feels that the National Westminster Bank Plc (“Natwest”) has treated him unfairly in relation to letters it has sent him about a business debt.backgroundMr A is a director of a limited company which had a business account with Natwest. That account is in signi... (2 pages)View decision -
Decision Reference DRN-1552338
2 Feb 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-1552338 The complaint Mrs K is unhappy with how National Westminster Bank Plc treated her after she became overdrawn. What happened Mrs K held a number of current and a savings account with NatWest. In early June 2019, after an intense period of gambling which left Mrs K overdrawn by ... (5 pages)View decision -
Decision Reference DRN7143086
29 Dec 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr C and Miss D complain that they were mis-sold mortgages, on two occasions, by an appointed representative of Legal & General Partnership Services Limited (“L & G”).backgroundIn 2006 L & G recommended that Mr C and Miss D remortgage. They took a tracker interest rate for t... (2 pages)View decision -
Decision Reference DRN-5052338
1 Oct 2024 Lloyds Bank PLC UpheldConsumer CreditDRN-5052338 The complaint Miss M says Lloyds Bank PLC irresponsibly lent to her. Her complaint has been brought through a representative but for ease I will refer solely to Miss M in this decision. What happened Miss M took out a loan for £1,000 in August 2023. She says the lending was ... (3 pages)View decision -
Decision Reference DRN-5561425
22 May 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5561425 The complaint Mr F complains Capquest Debt Recovery Limited have unfairly reported missed payments to the credit reference agencies (CRAs) about a debt. What happened Mr F has said from May 2021 Capquest were reporting missed payments on his credit file for a debt he says h... (3 pages)View decision -
Decision Reference DRN-3064550
14 Oct 2021 Admiral Financial Services Ltd Not upheldConsumer CreditDRN-3064550 The complaint Mr A complains Admiral Financial Services Limited shouldn’t have offered him a personal loan as it wasn’t affordable for him. Mr A is represented in this complaint by his wife, but to keep things simple I’ll only refer to Mr A. What happened In April 2018, Mr A ap... (3 pages)View decision