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 DRN9452119
22 May 2014 HFC Bank Limited Not upheldBanking and creditMr D says HFC Bank Limited unfairly applied charges to his credit card account with it. He is concerned about its response to him during a period of illness and financial difficulty. In particular, he complains about a collection charge it added to the debt. backgroundMr D became ser... (2 pages)View decision -
Decision Reference DRN3678002
11 Apr 2016 HSBC Bank plc Not upheldPayment protection insurance (PPI)Miss J has complained that HSBC Bank Plc mis-sold her a payment protection insurance (PPI) policy. backgroundIn January 2003 Miss J took out a credit card with HSBC. She was sold a PPI policy at the same time. HSBC upheld Miss J’s mis-sale complaint and offered £1,436.... (2 pages)View decision -
Decision Reference DRN-5865463
27 Nov 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5865463 The complaint Miss O complains Salary Finance Loans Limited (SFL) approved a loan even though she had an existing external defaulted account. What happened Miss O says SFL approved a loan account for her in May 2020 for £20,000, even though at that time she had defaulted on ... (3 pages)View decision -
Decision Reference DRN5976639
16 Jan 2015 MKDP LLP Not upheldBanking and creditMr Q complains that MKDP LLP (“MKDP”) is acting unfairly in pursuing him for a debt taken out by a third party company.backgroundA business loan was taken out by a company (“B”) in 2010 with a lender (“F”). Mr Q was a director of B. B went into liquidation in 2012. F then sold the loan t... (2 pages)View decision -
Decision Reference DRN8459595
6 Sep 2013 Baines & Ernst Limited Not upheldBanking and creditMrs A complains about a debt management plan she has with Baines & Ernst Limited (Baines & Ernst). She is unhappy that she was still required to pay the full monthly management fee despite payments for one of her creditors being returned to her for her to then send to the credi... (2 pages)View decision -
Decision Reference DRN6933382
7 May 2015 Gregory Pennington Limited UpheldBanking and creditMr C complains, in summary, that Gregory Pennington Limited (“GPL”) has provided poor customer service, and mis-sold him a debt management plan.backgroundMr C entered into a debt management plan (“DMP”) arranged by GPL in November 2010. He complains that he was misled ... (2 pages)View decision -
Decision Reference DRN7534432
4 Feb 2014 Lloyds Bank PLC Not upheldBanking and creditMr N complains on behalf of his mother, Miss M, that Lloyds Bank PLC has not agreed to a long-term repayment plan for the debt on her credit card account. He also says Lloyds has not taken into account Miss M’s mental health issues in pursuing the debt. He wants Lloyds to assist Miss M... (2 pages)View decision -
Decision Reference DRN7312683
23 Apr 2015 Honours Trustee Limited UpheldBanking and creditMr T has complained that Honours Trustee Limited has continued to pursue him for a debt even though he has told them that he believes it is statute-barred.backgroundMr T took out a student loan many years ago. Payment was deferred until 24 July 2005. After that date ... (2 pages)View decision -
Decision Reference DRN-3884650
25 Jan 2023 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-3884650 The complaint Mr D complaint about Link Financial Outsourcing Limited trading as Link Financial (Link)’s actions when seeking to collect it bought in his name. What happened Mr D had a loan with a business I’ll call C. From 2017 onwards, the outstanding balance remained at £9,9... (2 pages)View decision -
Decision Reference DRN6385192
18 Jan 2018 Nationwide Building Society UpheldBanking and creditMr P complains that Nationwide Building Society (Nationwide) registered a default against his credit card account when he thought he had agreed a payment plan. backgroundIn November 2014 Mr P told Nationwide that he was having financial difficulties. Mr P made several of... (2 pages)View decision