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-4802688
17 May 2024 West One Loan Limited Not upheldMortgagesDRN-4802688 The complaint Ms L complains that she’s a victim of fraud and she was coerced by a third party into taking out a bridging loan with West One Loan Limited. She considers West One to have been complicit in the fraud. She also complains that West One wouldn’t allow her to extend t... (4 pages)View decision -
Decision Reference DRN6594655
13 Feb 2019 Bank of Scotland Plc Not upheldBanking and creditMiss K complains that Bank of Scotland plc (trading as Halifax) defaulted her loan account after it made mistakes with her direct debit payments. backgroundMiss K had a Halifax loan with a monthly payment of £242. In December 2017 Miss K agreed a payment plan with Hali... (2 pages)View decision -
Decision Reference DRN-4764337
28 Jun 2024 Nationwide Building Society UpheldConsumer CreditDRN-4764337 The complaint Miss E complains that Nationwide Building Society agreed a payment plan with her and advised her that this wouldn’t impact her credit file. Despite this she received arrears letters and her credit file was impacted. What happened Miss E has a personal loan with Na... (3 pages)View decision -
Decision Reference DRN-5802783
11 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5802783 The complaint Miss H complains that Capital One (Europe) plc (‘Capital One’) reported missed payments to the Credit Reference Agencies (‘CRAs’) without telling her this would happen. Miss H wants her credit file amending and for her distress and inconvenience to be recognis... (3 pages)View decision -
Decision Reference DRN-5764428
26 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5764428 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr F applied for an Aqua credit card in January 2025. In his application, Mr F said he was employed with an annual income of £24,000 t... (3 pages)View decision -
Decision Reference DRN2270267
30 Sep 2015 National Westminster Bank Plc Not upheldBanking and creditThrough a Claims Management Company (CMC), Ms H and Mr R complain that they were mis-sold a mortgage by National Westminster Bank Plc (NatWest).backgroundIn 2012 Ms H and Mr R applied to NatWest for a mortgage on the home they already owned. The property had been pu... (3 pages)View decision -
Decision Reference DRN-3408717
11 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3408717 The complaint A limited company, which I’ll refer to as ‘G’ isn’t happy with the service it received from Barclays Bank UK PLC surrounding the administration and closing of its accounts. G’s complaint is brought to this service by one of its directors, whom I’ll refer to as ‘Mr... (3 pages)View decision -
Decision Reference DRN-2559793
17 Mar 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2559793 The complaint D complains about National Westminster Bank Plc (“NatWest”) for its decision to deny his business account longer forbearance on an overdraft debt and its decision to transfer the account to debt recovery. D wants the account to remain out of debt recovery and for ... (3 pages)View decision -
Decision Reference DRN-4512430
13 Dec 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4512430 The complaint X complains that Capital One (Europe) plc agreed a repayment plan for X’s credit card only to then default X’s account. What happened I issued my provisional decision on 14 November 2023, and this is what I said: I’ve considered the relevant information about this... (5 pages)View decision -
Decision Reference DRN-3403687
30 Mar 2022 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-3403687 The complaint Mrs B complains that Marks & Spencer Financial Services Plc (M&S) marked her credit file. What happened Mrs B had a personal loan with M&S. It was taken out in October 2018, repayable over 60 months – monthly payments were £322.81. In March 2020, the o... (5 pages)View decision