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 71335 results
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Decision Reference DRN0209956
27 Mar 2019 Tesco Personal Finance PLC Not upheldBanking and creditMs D complains that Tesco Personal Finance PLC refuses to write off 90 per cent of her debt.backgroundMs D has a number of credit, debit and store cards with Tesco. It is not in dispute that she is in financial difficulties and cannot pay off her debt at the momen... (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-4016189
14 Apr 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4016189 The complaint Mr L, through his representative, complains that Everyday Lending Limited, trading as Everyday Loans, lent to him irresponsibly. What happened Mr L was approved for two loans and there was a gap in the lending relationship between the two. And so, I have considere... (7 pages)View decision -
Decision Reference DRN6789105
27 Feb 2019 Connells Limited UpheldBanking and creditMr G and Miss I complain that Connells Limited, a broker, made errors in relation to theirremortgage, which left them with a shortfall.background I set out the background to this complaint in my provisional decision, an extract of which is set out below and forms ... (4 pages)View decision -
Decision Reference DRN8000632
15 Mar 2018 TSB Bank plc UpheldBanking and creditMr K, represented by his mother, complained that TSB Bank plc had lent to him irresponsibly.backgroundMr K had previously had a TSB account for those aged under 19. This didn’t have a lending facility. In April 2017, he went into a TSB branch and transferred to a d... (7 pages)View decision -
Decision Reference DRN4073348
22 Mar 2016 NRAM plc Not upheldBanking and creditMr and Mrs G complain that NRAM plc incorrectly told them that the unsecured loan that they had set up alongside their mortgage had been paid off. They want NRAM to acknowledge it made a mistake and that Mr G had done everything reasonable to repay his creditors. They ... (2 pages)View decision -
Decision Reference DRN3677754
10 Feb 2015 Lloyds Bank PLC UpheldBanking and creditMrs N complains about how Lloyds Bank plc (Lloyds) treated her when seeking to recover debts owed by her husband’s business. backgroundThe circumstances of this complaint, briefly, are that Mr N (who is not a party to this complaint) had a business, which I shall call P. P borrowed... (2 pages)View decision -
Decision Reference DRN-4024710
1 Apr 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4024710 The complaint Miss M complains that NewDay Ltd trading as Fluid Credit Card irresponsibly allowed her to open a credit card account which was unaffordable. What happened Miss M says she opened the Fluid account in December 2021 but says the application should not have been appr... (2 pages)View decision -
Decision Reference DRN-2739291
12 May 2021 Lowell Financial Ltd Not upheldConsumer CreditDRN-2739291 The complaint Miss Y complains Lowell Financial Ltd are asking her to repay debts that aren’t hers. A representative has helped Miss Y bring this complaint, but for simplicity I’ll just refer to her in this decision. What happened Miss Y started receiving contact from Lowell re... (3 pages)View decision -
Decision Reference DRN-2805493
1 Sep 2021 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-2805493 The complaint Mr F is unhappy Creation Consumer Finance Ltd (Creation) didn’t default his account when he experienced financial difficulties in 2018. What happened In 2016, Mr F entered into an interest free loan with Creation. In early 2018 Mr F’s health unfortunately deterior... (3 pages)View decision
