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
-
Decision Reference DRN-6052399
9 Feb 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-6052399 The complaint Mr U has complained that Hutchison 3G UK Limited trading as Three (Three) defaulted his agreement and instructed a debt collection agency. What happened In May 2024, Mr U entered into a Fixed Sum Loan Agreement with Three for the supply of a new device. The am... (6 pages)View decision -
Decision Reference DRN-5123685
5 Dec 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5123685 The complaint Ms F and Mr M complain that The Mortgage Works (UK) Plc didn’t fairly handle an application to remove Mr M from their jointly held buy to let mortgage. What happened Ms F and Mr M, who are brother and sister, jointly held a buy to let mortgage with TMW. Mr M de... (6 pages)View decision -
Decision Reference DRN-5627684
30 Jun 2025 Santander UK Plc UpheldMortgagesDRN-5627684 The complaint Mrs D complains about how Santander UK Plc managed her application to take over the late Mr D’s mortgage after he sadly died. In particular, Mrs D said Santander delayed her mortgage application, so it dragged on for some months, until she unfortunately lost he... (6 pages)View decision -
Decision Reference DRN6218747
17 Mar 2020 Elevate Credit International Limited UpheldBanking and creditComplaintMr C complains Elevate Credit International Limited (trading as Sunny) lent to him irresponsibly.BackgroundThe background to this complaint, and my initial findings on it, can be found in my provisional decision which is attached to and forms a part of this final decision.However,... (8 pages)View decision -
Decision Reference DRN-3077886
30 Sep 2021 Morses Club PLC UpheldConsumer CreditDRN-3077886 The complaint Miss R complains that Morses Club PLC lent to her irresponsibly. What happened Three loans were approved for Miss R in February, April and June 2020. Some repayments have been made. Here is a brief summary taken from Morses’ records. Loan Start Date End Date Capit... (7 pages)View decision -
Decision Reference DRN-5627695
30 Jun 2025 Santander UK Plc UpheldMortgagesDRN-5627695 The complaint The estate of Mr D complains about how Santander UK Plc managed Mr D’s mortgage after he sadly died. The estate is particularly concerned about delays in a remortgage application made by Mrs D, who wished to take this mortgage on herself. Mrs D brings this comp... (6 pages)View decision -
Decision Reference DRN-3642054
29 Sep 2022 Norton Home Loans Limited UpheldMortgagesDRN-3642054 The complaint Ms P complains that Norton Home Loans Limited asked her for information about her income and expenditure before they’d allow her to take a payment deferral on her secured loan. What happened Ms P has a secured loan with Norton. On 23 March 2021, Ms P’s daughter ca... (6 pages)View decision -
Decision Reference DRN-4713542
20 Nov 2024 Coutts & Company Not upheldMortgagesDRN-4713542 The complaint Mr W has complained about how he has been treated by Coutts & Company since he contacted it in January 2023 to discuss the options available to him on his mortgage account. What happened Mr W has held a mortgage with Coutts for many years. In August 2021 a ... (6 pages)View decision -
Decision Reference DRN-3782050
2 Nov 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3782050 The complaint Ms D complains that Barclays Bank UK PLC reneged on its offer to permanently change her mortgage from a capital and interest basis to interest only. To put things right, Ms D wants Barclays to change her mortgage back to interest only permanently. What happened Ms... (6 pages)View decision -
Decision Reference DRN-2563529
9 Feb 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2563529 The complaint Mr L and Ms L complain that TSB Bank plc registered a default on their credit files. My provisional decision I issued my provisional decision in January 2021, setting out the background to the case and what I was minded to conclude. Please note I’ve spotted and co... (6 pages)View decision