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 71745 results
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Decision Reference DRN3101724
24 Mar 2014 Finances Explained Limited Not upheldBanking and creditMrs and Mr K’s complaint concerns advice given to them by Finances Explained Limited to take out an equity release lifetime mortgage.backgroundIn 2012 Mrs and Mr K approached Finances Explained with the aim of releasing some equity from their property. They had an existing interest only ... (2 pages)View decision -
Decision Reference DRN3028340
16 Nov 2018 IGO4 Limited Not upheldInsurance (excluding PPI)Mr S is unhappy with how IGO4 Limited handled the cancellation of his car insurance policy. He’s particularly unhappy his account was passed to a third party debt recovery agency before IGO4 said it would be.background In my provisional decision of 2 November 2018 (... (5 pages)View decision -
Decision Reference DRN-3667846
25 Aug 2022 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-3667846 The complaint Mr M complains that Bank of Ireland (UK) Plc did not make proper affordability checks when it agreed to two loans in August 2019 and February 2020. What happened In August 2019 Mr M applied for a loan of £7,500, which he said was to pay for a holiday. Bank of Irel... (4 pages)View decision -
Decision Reference DRN-2981551
3 Nov 2021 Everyday Lending Limited UpheldConsumer CreditDRN-2981551 The complaint Miss M complained that Everyday Lending Limited (trading as Everyday Loans) lent to her irresponsibly and provided her with loans that were unaffordable. What happened Everyday Loans provided loans to Miss M as follows: Loan Date taken Amount Term Monthly repaymen... (4 pages)View decision -
Decision Reference DRN-4639571
20 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4639571 The complaint Mr D has complained about the circumstances surrounding Bank of Scotland plc, trading as Halifax, suspending his credit card account. What happened Mr D has a credit card account with Halifax, which it suspended due to persistent debt. Mr D has explained that h... (3 pages)View decision -
Decision Reference DRN7871304
9 Mar 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMr E complains he was mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited.background Mr E had an interest only mortgage backed by an investment vehicle. Acting on the advice of L&G, he re-mortgaged to another lender, converting to repa... (2 pages)View decision -
Decision Reference DRN8735441
23 Dec 2014 HSBC Bank plc Not upheldBanking and creditMr J complains that a debt HSBC Bank Plc is pursuing him for is unenforceable and its solicitors have illegally placed a payment diversion on payments made.background The details of this long-running case are well-known to Mr J so I do not repeat them here. Nor do I detail the extensive d... (2 pages)View decision -
Decision Reference DRN2799843
21 Mar 2019 Lloyds Bank PLC Not upheldBanking and creditMr V, a director of a limited company (“the company”), has complained that Lloyds Bank PLC’s decision to appoint a Law of Property Act Receiver (“LPAR”) in July 2017 was too hasty. As a result, Mr V says the company sustained losses, as well as having to pay the LP... (3 pages)View decision -
Decision Reference DRN-5336101
3 Apr 2025 MBNA Limited UpheldBanking and PaymentsDRN-5336101 The complaint Mrs R complains that MBNA Limited lent to her irresponsibly. What happened In January 2018, MBNA gave Mrs R a credit card (card 1) with a limit of £8,700. In July 2018, it increased the credit limit to £9,500. In March 2022, MBNA gave Ms R another credit card (... (4 pages)View decision -
Decision Reference DRN7604823
30 May 2014 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a mortgage Mrs B has with Bank of Scotland plc trading as Halifax. The mortgage was originally taken out on an interest-only basis, backed by an endowment policy. The endowment policy did not run its full term. It lapsed several years ago following a waiver of p... (3 pages)View decision
