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 DRN-3810496
6 Dec 2022 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-3810496 The complaint Mr C and Mrs C complain about The Royal Bank of Scotland Plc (RBS) and the service they received after they made RBS aware they were in short-term financial difficulty which impacted their ability to pay their loan account. Mr C has represented both himself and Mr... (5 pages)View decision -
Decision Reference DRN-5498614
2 May 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5498614 The complaint Mrs C has complained that Chetwood Financial Limited trading as Better Borrow (“Better Borrow”) gave her loans that she couldn’t afford to repay. What happened A summary of Mrs C’s borrowing can be found below. loan number loan amount total to repay agreement... (6 pages)View decision -
Decision Reference DRN-5947299
17 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5947299 The complaint Mr M and Mrs K complain about how Bank of Scotland plc (“BoS”) dealt their request for a new mortgage deal. They said the advisor, who wouldn’t offer them a new, lower interest rate because of affordability concerns, had made very serious mistakes. What happene... (5 pages)View decision -
Decision Reference DRN7159113
13 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditN, a limited company, complains about the way its secured loan accounts and overdraft facility have been handled by National Westminster Bank Plc (“NatWest”). Mrs N, one of the company directors, is dealing with the complaint on N’s behalf. Her main concerns are, in summary, that: NatWest... (6 pages)View decision -
Decision Reference DRN-3604989
20 Jul 2022 National Westminster Bank Plc Not upheldMortgagesDRN-3604989 The complaint Mr and Mrs G complain about what happened when they asked National Westminster Bank Plc to help them with their mortgage, during a period of financial difficulties. What happened This complaint is made by Mr and Mrs G, but Mr G has taken the lead in discussing the... (5 pages)View decision -
Decision Reference DRN-4317388
5 Oct 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4317388 The complaint Ms W complains that Lloyds Bank PLC defaulted her commercial mortgage and appointed Law of Property Act receivers to manage the property on her behalf, including collecting rent. What happened Ms W has a loan with Lloyds secured over one building divided into seve... (5 pages)View decision -
Decision Reference DRN-5130626
7 Nov 2024 Vodafone Limited UpheldConsumer CreditDRN-5130626 The complaint Miss T has complained about the way Vodafone Limited administered a fixed sum loan agreement. What happened In January 2022 Miss T bought a phone using a fixed sum loan agreement (device plan) with Vodafone. The phone cost around £1,250 and it was to be paid b... (5 pages)View decision -
Decision Reference DRN8909014
11 Apr 2019 Santander UK Plc Not upheldPayment protection insurance (PPI)Ms M, Mr M and the legal representative of the late Mr T complain that Santander UK Plc trading as National and Provincial at the time (Santander) mis-sold them payment protection insurance (PPI) policy alongside a mortgage.backgroundMs M, Mr M and Mr T took out a mort... (5 pages)View decision -
Decision Reference DRN-4296596
26 Sep 2023 Bank of Scotland Plc Not upheldConsumer CreditDRN-4296596 The complaint Mr U complains that Bank of Scotland plc (BoS) miscommunicated and misled him which ultimately ended up with a default being registered on his credit file. What happened Mr U has a personal loan with BoS, but due to him wanting to refinance his debt he visited a B... (4 pages)View decision -
Decision Reference DRN-4092375
4 May 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4092375 The complaint Mrs C and Mr P are unhappy with HSBC UK Bank Plc’s (HSBC) reporting to credit reference agencies (CRAs) in relation to their mortgage. What happened Mrs C and Mr P held a repayment mortgage with HSBC, originally taken out in 2020. The mortgage was made up of two s... (5 pages)View decision