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 71923 results
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Decision Reference DRN0154474
5 May 2016 Santander UK Plc UpheldBanking and creditMr G complains that Santander UK Plc recorded a default on his credit file when it shouldn’t have.background In August 2012, Mr G told Santander about his financial difficulties. It gave Mr G time to speak to a debt counselling service. As Santander didn’t hear bac... (3 pages)View decision -
Decision Reference DRN6586073
5 Sep 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains that The Royal Bank of Scotland plc misled him about being able to retain his existing current account and then sent him a letter saying his complaint had been resolved when it had not.background In February 2014, Mr M was filing for a debt relief order and wanted to keep ... (2 pages)View decision -
Decision Reference DRN-4139782
24 May 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4139782 The complaint Mr A complains HSBC UK Bank Plc forced him to take out a loan to repay his overdraft. What happened Mr A had an HSBC business account with an overdraft. In April 2007, he says HSBC threatened to take him to Court unless he took out a loan to consolidate his overdr... (2 pages)View decision -
Decision Reference DRN-2227659
7 Jan 2021 TSB Bank plc Not upheldConsumer CreditDRN-2227659 The complaint X and the estate of Mrs M complain about the service she and it received from TSB Bank plc (TSB) when TSB were looking into whether to write off Mrs M’s debt. What happened In 2015 Mrs M entered a debt arrangement scheme. On 21 November 2018 TSB received a letter ... (2 pages)View decision -
Decision Reference DRN-5318002
7 Mar 2025 Charter Court Financial Services Limited Not upheldMortgagesDRN-5318002 The complaint Mrs M says it was unfair for Charter Court Financial Services Limited trading as Precise Mortgages to report a default to the credit reference agencies regarding her buy to let mortgage. She asks that it removes the default. What happened Mrs M had a buy to let... (2 pages)View decision -
Decision Reference DRN-5298293
6 Mar 2025 Plend Limited Not upheldConsumer CreditDRN-5298293 The complaint Mr S complains that Plend Limited (Plend) acted irresponsibly in agreeing to a loan he said he couldn’t afford. What happened In August 2022 Mr S entered into a Fixed Sum Loan agreement with Plend for £10,000. He said the loan was for debt consolidation to clea... (3 pages)View decision -
Decision Reference DRN-4094945
27 Apr 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4094945 The complaint Miss A complains HSBC UK Bank plc (HSBC) defaulted her credit card account without any prior notice. What happened Miss A says she had entered into a payment break plan with HSBC. Miss A says she never heard anything further from HSBC and noticed her credit card a... (3 pages)View decision -
Decision Reference DRN-2910210
3 Aug 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2910210 The complaint Mr B is unhappy with the way that Lloyds Bank PLC handled his request for support with his credit card account as a result of his financial difficulties. What happened Mr B called Lloyds on 11 December 2020 to discuss his credit card account with them. He told the... (3 pages)View decision -
Decision Reference DRN6696328
25 Aug 2017 Link Financial Outsourcing Limited Not upheldBanking and creditMrs J has complained about Link Financial Outsourcing Limited pursuing her for a debt.backgroundMrs J had student loans with a third party, which I will call ‘B’, which are still outstanding. The account was initially being administered by another party, but Link Fin... (2 pages)View decision -
Decision Reference DRN6399867
24 Apr 2013 Welcome Financial Services Limited Not upheldPayment protection insurance (PPI)This complaint concerns the redress that Welcome owe to Miss A following her complaint about the mis-selling of two payment protection insurance policies. Welcome want to use the redress of circa £6,000 from the mis-selling of the policies to offset arrears on Miss A’s existing loan acco... (3 pages)View decision
