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 DRN2185684
27 Aug 2013 Bank of Scotland Plc Not upheldBanking and creditMr J complains about how Bank of Scotland Plc (“the bank”) has behaved in relation to a personal guarantee that he gave it for the debts of D – a company which he owned, and in which he was employed as managing director.backgroundMr J personally guaranteed borrowings by D up to a limit ... (4 pages)View decision -
Decision Reference DRN-2385029
26 Jan 2021 Oakbrook Finance Limited Not upheldConsumer CreditDRN-2385029 The complaint Mr R complains that Oakbrook Finance Limited trading as Likely Loans (Likely Loans) registered a default on his credit file. What happened Mr R had a loan with Likely Loans. He was having difficulty in making the repayments. He set up a temporary payment plan with... (3 pages)View decision -
Decision Reference DRN-4650269
28 Feb 2024 Nationwide Building Society Not upheldConsumer CreditDRN-4650269 The complaint Mr M complains that Nationwide Building Society lent irresponsibly when it approved loan applications he made in November 2016 and September 2017. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I ... (3 pages)View decision -
Decision Reference DRN-5931213
10 Nov 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5931213 The complaint Miss B complains that Fairscore Ltd trading as Updraft was irresponsible in its lending to her. What happened Miss B was provided with a £7,500 loan by Updraft in February 2023. The loan term was 60 months and Miss B was required to make 59 monthly repayments o... (3 pages)View decision -
Decision Reference DRN-5433546
9 Apr 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5433546 The complaint Ms C says that a secured (second charge) loan she took out in 2021 with Tandem Home Loans Ltd trading as Oplo was unaffordable and irresponsibly lent. What happened Ms C applied for this loan in January 2021 through an independent mortgage broker. The offer iss... (4 pages)View decision -
Decision Reference DRN2561229
24 Jun 2015 HSBC Bank plc UpheldPayment protection insurance (PPI)1 complaintMr C has complained about the mis-sale of two payment protection insurance (PPI) policies sold to him by HSBC Bank plc. In particular, he isn’t happy about how the bank paid out compensation arising from his mis-sale complaint. So he’s not satisfied tha... (5 pages)View decision -
Decision Reference DRN3224688
1 Jul 2014 Capital One (Europe) plc UpheldPayment protection insurance (PPI)Mrs D’s complaint is about a regular premium payment protection insurance (PPI) policy sold to her by Capital One (Europe) plc (Capital One). Capital One has upheld her complaint but wants to use the redress owed to Mrs D to off-set against the outstanding balance on her credit card. Mr... (2 pages)View decision -
Decision Reference DRN3476236
23 Mar 2017 National Westminster Bank Plc Not upheldBanking and creditMr L complained because National Westminster Bank Plc sent him a default notice on his account. Mr L has medical and personal difficulties, and he believes NatWest hasn’t treated him fairly as a vulnerable person.background Mr L has complained before about the problems he... (3 pages)View decision -
Decision Reference DRN7950365
19 Feb 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr H says Capital One (Europe) plc mis-sold him payment protection insurance (PPI).backgroundIn 2001 Mr H took out a credit card with Capital One. At the same time it sold him payment protection insurance. In February 2016, Capital One upheld Mr H’s complaint about the... (2 pages)View decision -
Decision Reference DRN-5127011
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5127011 The complaint Miss B complains that NewDay Ltd was irresponsible to open three credit accounts for her and to later increase the credit limits. Miss B has brought her complaint via a representative but I will refer to her throughout for simplicity. What happened NewDay Ltd... (6 pages)View decision