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 DRN4162383
19 Mar 2015 Bank of Scotland Plc Not upheldBanking and creditMr J complains that Bank of Scotland plc transferred his credit card debt to a collection agency when he was making agreed payments.backgroundIn late 2013 Mr J faced financial difficulties and was unable to make his monthly credit card payments. After several missed p... (2 pages)View decision -
Decision Reference DRN-5446875
2 Apr 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5446875 The complaint Mrs O complains that Zopa Bank Limited (Zopa) haven’t been sufficiently supportive of the financial difficulties she’s experienced due to ill health. What happened Mrs O contacted Zopa to discuss arrears that had built up on her credit card account. She subsequ... (2 pages)View decision -
Decision Reference DRN-5561255
13 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5561255 The complaint Mrs K has complained about her mortgage she holds with Bank of Scotland plc trading as Halifax. She says Halifax hasn’t treated her fairly. Mrs K is represented in bringing this complaint, but for ease I will just refer to Mrs K in this decision, although that ... (8 pages)View decision -
Decision Reference DRN6131300
21 May 2014 National Westminster Bank Plc Not upheldBanking and creditMs T complains that National Westminster Bank Plc will not agree to a further mortgage advance.our initial conclusionsMs T asked NatWest if it would lend her an additional £15,000 on her mortgage, to provide her with some breathing space whilst she recommenced her business. S... (2 pages)View decision -
Decision Reference DRN-2781773
4 Aug 2021 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-2781773 The complaint Miss O is unhappy with how Volkswagen Financial Services (UK) Limited (VWFS) dealt with her request for assistance as a result of the Coronavirus (Covid-19) pandemic. What happened On 6 April 2017, Miss O was supplied with a new car through a hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN3154378
9 Jul 2019 Lloyds Bank PLC Not upheldBanking and creditMr S complains that Lloyds Bank (Lloyds) plc hasn’t helped him with his financial difficulties. He wanted Lloyds to give him the help he would like.backgroundMr S says he contacted Lloyds several times from early April 2018 to discuss financial difficulties he was having meeting repayments... (4 pages)View decision -
Decision Reference DRN0974653
29 Jun 2017 Legal & General Partnership Services Limited Not upheldBanking and creditMr F complains he was badly advised by Legal & General Partnership Services Limited. He says he was mis-sold a mortgage at the end of 2005 as the advice to consolidate his unsecured debts into an interest-only mortgage was unsuitable. Mr F is represented in his ... (3 pages)View decision -
Decision Reference DRN-4363179
16 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4363179 The complaint Mr I complains NewDay Ltd trading as Aqua treated him unfairly when he couldn’t meet the repayments on his account. Mr I says he received poor service which resulted in his account falling into default. What happened The facts of the complaint are well known to bo... (3 pages)View decision -
Decision Reference DRN-3929097
26 Jan 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3929097 The complaint Mr K complains that Capital One (Europe) Plc unfairly registered a default on his credit file and made his situation more difficult to deal with due to poor communication. What happened In July 2021 Mr K opened a credit card with Capital One, the card had a credit... (3 pages)View decision -
Decision Reference DRN-3292043
23 Feb 2022 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-3292043 The complaint Miss S complains about the additional interest charges proposed by Hitachi Capital (UK) Plc in relation to her application for a COVID payment deferral on her loan with them What happened In or around October 2019, Miss S applied to Hitachi for a loan of £15,000. ... (4 pages)View decision