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 71523 results
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Decision Reference DRN6717806
28 Aug 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs D, represented by a claims management company, complain that they were mis-sold a mortgage by an approved representative of Legal & General Partnership Services Ltd (“L&G”).backgroundMr and Mrs D, acting on a recommendation from L&G, re-mortgaged. They changed le... (2 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 DRN1510732
26 May 2017 Barclays Bank Plc Not upheldBanking and creditMiss B complains that Barclays Bank Plc (trading as Barclaycard) did not follow the lending code and acted irresponsibly when they accepted her application for a credit card as she was in financial difficulties. She wants Barclaycard to cancel her credit card and clear ... (2 pages)View decision -
Decision Reference DRN-3341680
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3341680 The complaint P, a limited company, complained that Lloyds Bank PLC (‘Lloyds’) closed their merchant account without good cause and without notifying them. What happened P had a merchant account with Lloyds for some years that was used to take subscription payments online. In J... (6 pages)View decision -
Decision Reference DRN5851137
25 Sep 2015 UBS AG Not upheldBanking and creditMiss A complains that UBS AG did a deal with her ex-husband to settle its claim against him for a mortgage shortfall, but didn’t consider her position. She also complains UBS didn’t put in writing its offer to limit its claim against her. Miss A wants the debt writ... (2 pages)View decision -
Decision Reference DRN3807242
28 Nov 2016 Gregory Pennington Limited Not upheldBanking and creditMr and Mrs R, represented by a claims management company (CMC), complain that Gregory Pennington Limited (the business) did not provide them with the information they needed when they entered into a debt management plan (DMP).backgroundMr and Mrs R, represented by the CM... (2 pages)View decision -
Decision Reference DRN6054419
15 Nov 2016 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMrs T complains that a debt management plan was mis-sold to her by Harrington Brooks (Accountants) Limited. She also complains about the way that Harrington Brooks had dealt with her plan. She is being helped with her complaint by a representative.backgroundMrs T entere... (2 pages)View decision -
Decision Reference DRN8770229
14 Sep 2017 Shop Direct Finance Company Limited Not upheldBanking and creditMr C complained about Shop Direct Finance Company Limited. He said he hadn’t been informed a default notice had been issued against him or that his debt would be sold on.backgroundMr C had a catalogue account with Shop Direct. Unfortunately due to change in circumstan... (3 pages)View decision -
Decision Reference DRN4404552
15 Nov 2016 Baines & Ernst Limited Not upheldBanking and creditMiss P complains that Baines & Ernst Limited, (“BEL”), didn’t make her aware she could obtain the same or similar services free of charge when she entered into a debt management plan (“DMP”) with it. The complaint is brought to this service on Miss P’s behalf by ... (3 pages)View decision -
Decision Reference DRN2955050
9 Aug 2016 Rickard Lazenby Financial Services Ltd Not upheldBanking and creditThis complaint is about borrowing arranged for Mr and Mrs M by Rickard Lazenby Financial Services Ltd. (“RL”)Mr and Mrs M complain that, over the years, RL mis-sold them mortgages and they were poorly advised about borrowing repeatedly to cover unsecured credit they’d ... (3 pages)View decision
