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 DRN-5782007
23 Sep 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5782007 The complaint Mr D has complained Zopa Bank Limited is continuing to hold him liable for a debt on a credit card he didn’t take out. What happened In October 2024 Mr D received a letter from a third-party collection agency. They confirmed there was an outstanding debt of £70... (3 pages)View decision -
Decision Reference DRN7635749
21 Oct 2014 Web Loan Processing Limited UpheldBanking and creditMr Q has complained that Web Loan Processing Limited (trading as Toothfairy Finance) did not treat him sympathetically and positively when he told them he was in financial difficulties.backgroundMr Q had a loan with Toothfairy Finance which he was due to repay in December 2012. He phone... (2 pages)View decision -
Decision Reference DRN4554949
9 Sep 2015 Bank of Scotland Plc Not upheldBanking and creditMs S has an account with Bank of Scotland plc, trading as Halifax. She complains the bank has: cancelled a payment arrangement without notice, applied charges to her account after it had agreed the account should be closed, failed to update her address, and fail... (2 pages)View decision -
Decision Reference DRN5724567
15 Jan 2018 American Express Services Europe Limited UpheldBanking and creditMrs S complains that American Express Services Europe Limited (AMEX) is unfairly pursuing her for a debt on a business card. Mrs S would like AMEX to prove that she is responsible for the debt. And would like AMEX to contact the other card holder to pursue the debt.back... (3 pages)View decision -
Decision Reference DRN7980475
6 Oct 2017 Metro Bank PLC Not upheldBanking and creditMr R complains that Metro Bank PLC won’t remove late payment markers from his credit file despite it writing off a debt which was incurred during a period of incapacity. He wants the markers removed. Mr R is represented by an advocate who I’ll call Mr B - but for ... (3 pages)View decision -
Decision Reference DRN3849024
26 Sep 2014 HSBC Bank plc Not upheldBanking and creditMr and Mrs F complain that HSBC Bank Plc is acting unfairly in taking legal action to enforce security it says they gave for their son’s borrowing. They ask that HSBC reduces their liability and removes the charge over their house.backgroundIn 2007 Mr and Mrs F provided a legal charge o... (3 pages)View decision -
Decision Reference DRN-5973404
5 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5973404 The complaint Mrs S complains that Fairscore Ltd trading as Updraft lent irresponsibly when it approved two loan applications she made. What happened Mrs S applied for a £6,000 loan with Updraft over a 48 month term in February 2023 (loan 1). In her application, Mrs S said ... (3 pages)View decision -
Decision Reference DRN0935708
17 Mar 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMr B complains that he was given unsuitable mortgage advice by an appointed representative of Legal & General Partnership Services Limited. Mr B is represented in this matter by a third party.backgroundIn early 2007 Mr B met an appointed representative of Legal &a... (2 pages)View decision -
Decision Reference DRN1117367
19 Aug 2015 Harrington Brooks (Accountants) Limited UpheldBanking and creditMiss N complains Harrington Brooks (Accountants) Limited mis-sold her a debt repayment plan.background Miss N called Harrington Brooks as she wanted to reduce the amount of interest she was paying her creditors. She says Harrington Brooks told her that it would be abl... (2 pages)View decision -
Decision Reference DRN-3600267
25 Aug 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3600267 The complaint Ms G complains that Everyday Lending Limited, trading as Everyday Loans (“Everyday”), irresponsibly granted her a loan that she couldn’t afford to repay. What happened Everyday provided a £10,000 loan to Ms G in July 2016. Once interest was added the total to pay ... (2 pages)View decision