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 1466 results
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Decision Reference DRN7383132
22 Nov 2018 Lloyds Bank PLC UpheldBanking and creditMr M complains that Lloyds Bank PLC didn’t help him when he told it he was in financial difficulties. backgroundMr M phoned Lloyds at the beginning of 2018 to tell it about his financial difficulties. He said it agreed to stop all overdraft charges, close his account ... (4 pages)View decision -
Decision Reference DRN6233685
24 Mar 2021 Madison CF UK Limited UpheldBanking and creditMr A complains that Madison CF UK Limited trading as 118118 Money (“MCF”) lent to him in an irresponsible manner. He further complains that MCF failed to make him aware that it intended to default his account when he faced problems making his repayments. background The background to this c... (5 pages)View decision -
Decision Reference DRN5573525
9 Feb 2015 National Westminster Home Loans Limited UpheldBanking and creditMr D complains about a lifetime mortgage provided by National Westminster Home Loans Limited (“NatWest”). He says the interest rate on the loan is too high, and that NatWest acted unfairly in arranging the loan.backgroundIn 2007 NatWest offered Mr D a £50,000 lifetime mortgage - under w... (5 pages)View decision -
Decision Reference DRN5270914
24 Feb 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr B complains about a monthly mortgage payment protection insurance (“MPPI”) policy sold to him by Nationwide Building Society whilst applying for a re-mortgage. Mr B approached Nationwide in February 2003. During this transaction accident, sickness and unemployment MPPI was added to hi... (4 pages)View decision -
Decision Reference DRN2464306
27 Mar 2021 Lloyds Bank PLC UpheldBanking and creditMr and Mrs F complain that Lloyds Bank Plc mis-sold them an interest-only mortgage. They also complain that they are left with a balance of around £25,000 still to pay after their request to change this sum to be on repayment terms went unanswered. Mr F has led the complaint throughout. ba... (5 pages)View decision -
Decision Reference DRN-3856409
15 Jun 2023 Bank of Scotland Plc Not upheldMortgagesDRN-3856409 The complaint Mr and Mrs S complain that Bank of Scotland plc (BOS) has failed to support them with their buy-to-let mortgages, and the interest rate it has charged on the mortgages has been unfair and uncompetitive. What happened In 2007, Mr and Mrs S took out two buy-to-let m... (5 pages)View decision -
Decision Reference DRN-4253071
25 Aug 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-4253071 The complaint Mr R complains that Oakbrook Finance Limited trading as Likely Loans (“Likely Loans”) have held him liable for a loan he didn’t apply for. What happened What Mr R says Mr R explained that he first became aware of a £10,000 loan that had been applied for using his ... (5 pages)View decision -
Decision Reference DRN-3406564
27 Apr 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3406564 The complaint Mr A believes Volkswagen Financial Services (UK) Limited (VWFS) acted irresponsibly by agreeing a hire purchase agreement he’d applied for. Mr A is being represented in this complaint by Mrs A. But, for ease of reference, my decision will refer to them both as Mr ... (5 pages)View decision -
Decision Reference DRN-3112749
18 Oct 2021 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3112749 The complaint Mr B is unhappy that Volkswagen Financial Services (UK) Limited (VWFS) terminated his finance agreement at a time when he was experiencing financial difficulty due to ill health. What happened In July 2017, Mr B entered into a 48 month perso... (5 pages)View decision -
Decision Reference DRN7561300
25 Nov 2020 Barclays Bank UK PLC Not upheldBanking and creditMr V and Mrs V complain that Barclays Bank UK PLC treated them unfairly when the term of their interest only mortgage expired. Mrs V has dealt with the complaint throughout. She asks for a term extension of 2 to 5 years. background Mr V and Mrs V took out a repayment mortgage with Barclays... (5 pages)View decision