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 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 -
Decision Reference DRN-4988492
3 Mar 2025 Bank of Scotland Plc UpheldMortgagesDRN-4988492 The complaint Ms C and Mr F complain that Bank of Scotland plc (BOS) didn’t give enough notice that the fixed interest rate on their mortgage was ending in October 2023. They also complain that it didn’t then help Ms C find a solution to the unaffordable monthly payments whe... (5 pages)View decision -
Decision Reference DRN-4371890
5 Oct 2023 Madison CF UK Limited Not upheldConsumer CreditDRN-4371890 The complaint Mr J complains that Madison CF UK Limited trading as 118 118 Money (“118”) recorded negative information on his credit file and sold his debt to a third-party. He doesn’t believe it’s treated him fairly. What happened I recently issued my provisional decision abou... (6 pages)View decision -
Decision Reference DRN-5612536
2 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5612536 Complaint Miss J has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to her current account. She’s effectively said the charges applied to her account were unfair as she shouldn’t have been given the overdraft and t... (6 pages)View decision -
Decision Reference DRN-5906871
2 Feb 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5906871 Complaint Mr B has complained about the overdraft charges The Royal Bank of Scotland Plc (“RBS”) applied to his current account. He’s effectively said that the overdraft was unaffordable and RBS continued to provide it even when there were signs of difficulty on the account.... (6 pages)View decision -
Decision Reference DRN-5889694
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5889694 Complaint Miss T has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to her current account. She’s effectively said the charges applied to her account were unfair as she shouldn’t have been given the overdraft and t... (6 pages)View decision -
Decision Reference DRN-2972180
8 Sep 2021 Shawbrook Bank Limited Not upheldConsumer CreditDRN-2972180 The complaint Miss W complains about the way Shawbrook Bank Limited administered her personal loan. What happened Miss W took out a personal loan for £7,500 with Shawbrook in 2017. The repayments were £210.52 a month, over a 42-month term. Miss W managed the loan well but in la... (6 pages)View decision -
Decision Reference DRN-5045438
3 Oct 2024 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5045438 The complaint Mr C says North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank (“CCB”), failed to carry proportionate affordability checks before it lent to him. Mr C has also said, the cycle of debt he has found himself in has impacted his mental... (6 pages)View decision -
Decision Reference DRN-5991730
23 Dec 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5991730 The complaint Mr and Mrs J complain that The Royal Bank of Scotland Plc wouldn’t just action their request to voluntarily surrender their former home, which is mortgaged with it. They said this was causing credit file damage, and RBS was also refusing to update their address... (6 pages)View decision -
Decision Reference DRN-4081267
2 Jun 2023 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4081267 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank made errors when applying a hold to his loan account. What happened Both parties are aware of the background of this complaint, so I won’t go into it in detail again here. In summary, Mr M asked ... (6 pages)View decision