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 DRN7471324
24 Oct 2016 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs B complain that Bank of Scotland plc, (“BOS”), declined an application for a further advance, even though it had accepted their earlier ones. This was because it had changed its policy. Mr and Mrs B say that BOS ought to have told them about the change b... (2 pages)View decision -
Decision Reference DRN6593360
7 Mar 2019 Bank of Scotland Plc UpheldBanking and creditMr L complains Bank of Scotland plc (trading as Halifax) wants to close his account and won’t accept his repayment offer of £1-£2 a month towards his outstanding debt with it. backgroundMr L has a current account with Bank of Scotland that has an overdraft facility of... (4 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 -
Decision Reference DRN6062407
30 Sep 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMrs D, represented by a claims management company (CMC), complains that Harrington Brooks (Accountants) Limited (the business) mis-sold her a debt management plan (DMP). She also complains that her DMP was not managed correctly.backgroundMrs D entered into a DMP with the... (2 pages)View decision -
Decision Reference DRN-3058054
26 Nov 2021 Nationwide Building Society UpheldConsumer CreditDRN-3058054 The complaint Mr M has complained that Nationwide Building Society’s decision to provide him with overdraft facilities, a credit card and a number of loans when he was gambling excessively, was irresponsible. Background Mr M opened a current account with Nationwide in 2008. Bet... (6 pages)View decision -
Decision Reference DRN-4145935
22 May 2023 Inclusive Finance Limited Not upheldConsumer CreditDRN-4145935 The complaint Mr F complaints that Inclusive Finance Limited trading as Creditspring (Creditspring) lent to him irresponsibly. What happened Mr F applied to be a member of Creditspring in July 2021. He passed Creditspring’s checks. Membership then included access to two loan ad... (3 pages)View decision -
Decision Reference DRN-2586541
9 Mar 2021 Erudio Student Loans Limited UpheldConsumer CreditDRN-2586541 The complaint Miss P complains that Erudio Student Loans Limited didn’t update her address and gave her misleading information when she called it. What happened Miss P says she spoke to Erudio to change her address. She says she was told during that call that her account would ... (2 pages)View decision -
Decision Reference DRN-4676561
28 Mar 2024 Prac Financial Limited Not upheldConsumer CreditDRN-4676561 The complaint Mr J complains PRAC Financial Limited wrongly reported a loan to his credit file which affected his financial standing. Mr J is represented by his father in this matter, but for ease I shall refer primarily to Mr J as it is his complaint. What happened I issued my... (10 pages)View decision -
Decision Reference DRN-4977340
20 Aug 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4977340 The complaint Mrs H complains that The Royal Bank of Scotland Plc (RBS) irresponsibly agreed credit for her. What happened RBS opened a credit card account for Mrs H in September 1999. It was unable to tell us what the opening credit limit was, but said that the last credit... (5 pages)View decision -
Decision Reference DRN2643895
1 Aug 2014 Next Retail Limited Not upheldBanking and creditMrs D complains that Next Retail Limited, trading as Next, unfairly applied a refund to her Next account, rather than the account from which she paid for the refunded goods.backgroundMrs D had a catalogue account with Next. She thought that she had closed the account. She then bought g... (2 pages)View decision