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-5290217
31 Jan 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5290217 The complaint Mrs W has complained through a representative that Marks & Spencer Financial Services Plc (“M&S") gave her loans without carrying out proportionate affordability checks. Had better checks been made than M&S would’ve discovered the loans weren’t... (6 pages)View decision -
Decision Reference DRN-4599147
7 Mar 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4599147 The complaint Miss G complains that Capital One (Europe) plc was irresponsible when it offered her two credit card accounts. What happened Capital One opened a credit card account for Miss G in May 2016 and another one a year later in September 2017. The first had a limit of £2... (6 pages)View decision -
Decision Reference DRN-4281561
3 Aug 2023 Pareto Financial Planning Limited Not upheldPensions and AnnuitiesDRN-4281561 The complaint Mr E complains that he was given unsuitable advice by Pensionhelp Limited to transfer deferred benefits from his Defined Benefit (DB) pension with British Steel (BSPS) to a personal pension. At the time of the advice Pensionhelp was an appointed representative of ... (6 pages)View decision -
Decision Reference DRN-1807540
13 May 2020 The Mortgage Business Plc Not upheldMortgagesDRN-1807540The complaintMr H is unhappy with the handling of his mortgage account by The Mortgage Business Plc. His complaint stems from a sub-account set up by the bank to deal with unpaid rent and charges relating to his mortgaged property. He has also raised concerns with the reporting ... (6 pages)View decision -
Decision Reference DRN-5657295
2 Jul 2025 Bank of Scotland Plc UpheldMortgagesDRN-5657295 The complaint Mr G complains that Bank of Scotland plc trading as Halifax refused to put his mortgage onto interest-only, for the short remaining period he says he’s likely to own the property. Mr G said he couldn’t afford the mortgage, but didn’t want to start missing payme... (5 pages)View decision -
Decision Reference DRN-4704957
11 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4704957 The complaint Mr and Mrs H complain that Barclays Bank UK PLC unfairly declined to extend the term of their interest only mortgage. What happened The term of Mr and Mrs H’s interest only mortgage expired in April 2022 with an unpaid balance. They asked Barclays to extend the te... (6 pages)View decision -
Decision Reference DRN-3458650
3 May 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3458650 The complaint Ms C complains PSA Finance UK Limited (PSA) unfairly terminated her car finance agreement during her time of financial difficulty. What happened In September 2019, Ms C entered into a 37 month personal contract purchase (PCP) agreement wit... (6 pages)View decision -
Decision Reference DRN2607618
3 Jan 2018 Barclays Bank Plc Not upheldBanking and creditMs S complains that she was mis-sold a mortgage by Barclays Bank Plc. In particular, she’s concerned that a ten year fixed interest rate she took in 2007 wasn’t suitable for her, and that her mortgage was wrongly changed from repayment to interest only in 2008.backg... (6 pages)View decision -
Decision Reference DRN-5205094
11 Dec 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5205094 The complaint Mr F complains that The Royal Bank of Scotland Plc (“RBS”) hasn’t treated him fairly in relation to two credit card accounts he has with it. What happened Mr F had a previous complaint with this Service about some lending he had with RBS – the two credit cards... (6 pages)View decision -
Decision Reference DRN2793415
10 Aug 2020 Southern Pacific Mortgage Limited UpheldBanking and creditMr and Mrs N complain that Southern Pacific Mortgage Limited shouldn’t have offered them an interest only mortgage. They were unable to repay the capital when the mortgage expired and are worried about losing their home. Mr and Mrs N are represented by their daughter, who I’ll refer to as ... (7 pages)View decision