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 DRN6025982
25 May 2016 Vanquis Bank Limited UpheldBanking and creditMr V complains that Vanquis Bank Limited (“Vanquis”) has not treated him fairly in that it incorrectly debited his credit card account twice, putting him well in excess of his credit limit. He would like Vanquis to write off the debt and close the account. backgro... (2 pages)View decision -
Decision Reference DRN6064431
12 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMs H complains that Lloyds Bank Plc (previously Lloyds TSB Bank Plc):-failed to offer reasonable assistance when she asked it for help with her financial position;-continued to allow payments to go out of her account after she had moved her banking elsewhere; and- did not keep her prop... (3 pages)View decision -
Decision Reference DRN0239593
19 Nov 2018 BW Legal Services Limited Not upheldBanking and creditMr R complains that BW Legal Services Limited is unfairly chasing him for a loan that he repaid in full a number of years ago. He also complains about the default that was placed on his account. backgroundIn 2018 Mr R complained to BW Legal Services about a debt it... (2 pages)View decision -
Decision Reference DRN-4954983
23 Aug 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4954983 The complaint Ms G complains that Zopa Bank Limited irresponsibly lent to her. What happened Ms G was approved for a Zopa personal loan in April 2023 for £25,000. She was approved for another Zopa personal loan in November 2023 for £10,000. Ms G says Zopa irresponsibly lent ... (3 pages)View decision -
Decision Reference DRN8985845
13 Feb 2018 Principality Building Society Not upheldBanking and creditMr Y complains that Principality Building Society turned down his mortgage application, even though he had done what it asked and paid off his outstanding debts. He would like Principality Building Society to reimburse him for the financial losses caused as a result of p... (3 pages)View decision -
Decision Reference DRN5105019
15 Mar 2019 Lloyds Bank PLC Not upheldBanking and creditMrs H and Mr H complain that Lloyds Bank PLC is pursuing Mrs H for a debt taken out on behalf of Mr H’s business account. Mrs H says she isn’t a partner of the business or the bank account and therefore shouldn’t be liable. Mrs H in particular thinks Lloyds Bank... (3 pages)View decision -
Decision Reference DRN1789161
24 Apr 2014 HSBC Bank plc Not upheldBanking and creditMr G complains that HSBC Bank Plc is holding him responsible for a debt on a credit card account. Mr G says he did not authorise the transactions – nor add the additional card holder he says carried them out. He says the bank changed the address on the account without his authority – al... (3 pages)View decision -
Decision Reference DRN-5690491
22 Sep 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5690491 The complaint Mr W complains that Link Financial Outsourcing Limited trading as Link Financial (Link) have mislead him about the enforceability of three debts they are pursuing him for. What happened Mr W has three credit card accounts that Link are the debt servicers for. ... (3 pages)View decision -
Decision Reference DRN8168226
12 May 2015 Legal & General Partnership Services Limited Not upheldBanking and creditThrough a claims management company (CMC), Mr and Mrs N complain that they received unsuitable mortgage advice in 2006 and 2008 from a representative of Legal & General Partnership Services Limited (L&G).background In 2006 Mr and Mrs N re-mortgaged after taking ... (3 pages)View decision -
Decision Reference DRN9875824
21 Dec 2015 Sterling Financial Security Ltd UpheldBanking and creditMr and Mrs R complain about the way that Sterling Financial Security Ltd trading as Best Solution managed their debts. backgroundIn around November 2007, Mr and Mrs R entered into a debt management plan (DMP) with Best Solution. They agreed to pay an initial set up fe... (2 pages)View decision