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-3386781
7 Apr 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3386781 The complaint and background Miss P complains that Lloyds Bank PLC didn’t treat her fairly when defaulting her account. Miss P first contacted Lloyds to say she was struggling with her account in early 2018, and her account was ultimately defaulted in May 2019. Around a month l... (2 pages)View decision -
Decision Reference DRN-3407949
4 Jan 2023 Mars Capital Finance Limited Not upheldMortgagesDRN-3407949 The complaint Mr and Mrs H complain that Mars Capital Finance Limited (“Mars”) is not supporting them in relation to their second charge mortgage whilst they are facing financial difficulties. What happened In November 2006, Mr and Mrs H took out a second charge mortgage for £3... (5 pages)View decision -
Decision Reference DRN3589244
24 Feb 2015 Bank of Scotland Plc Not upheldBanking and creditMs F complains that Bank of Scotland plc, trading as Halifax imposed unfair and excessive charges on her account.backgroundMs F found herself in financial difficulties due to ill health beginning around 2008 and this resulted in her exceeding her agreed overdraft limit. From June 2009 a r... (2 pages)View decision -
Decision Reference DRN-1852552
18 Aug 2020 Rooftop Mortgages Limited Not upheldMortgagesDRN-1852552The complaintMs S complains that Rooftop Mortgages Limited wrongly made payments to a company claiming service charges in relation to her property. She asks that it refunds her mortgage account, corrects her credit record and provides copies of correspondence. What happenedMs S ... (2 pages)View decision -
Decision Reference DRN-1541494
10 Feb 2020 Nationwide Building Society Not upheldConsumer CreditDRN-1541494 The complaintS is unhappy with Nationwide Building Society, as S thinks they irresponsibly lent them £8,000 when they couldn’t afford the repayments. S also says they were originally offered the loan with a 14% interest rate (or APR), but that rose to 18.9% when they completed ... (4 pages)View decision -
Decision Reference DRN-5912474
11 Dec 2025 Chetwood Financial Limited UpheldBanking and PaymentsDRN-5912474 The complaint Miss G complains that Chetwood Financial Limited trading as Wave applied a default against her credit card account after she offered to set up a payment plan. What happened Miss G held a credit card account with Wave. Arrears started to accrue on the account in... (3 pages)View decision -
Decision Reference DRN-5709700
27 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5709700 The complaint Miss G complains that National Westminster Bank Public Limited Company irresponsibly provided her with two credit cards and credit limit increases. What happened NatWest has provided Miss G with a number of lending products since 2014. My decision here deals wi... (4 pages)View decision -
Decision Reference DRN-3454215
17 Sep 2022 Studio Retail Limited Not upheldConsumer CreditDRN-3454215 The complaint Mr S complains about how Studio Retail Limited (‘Studio’) handled his account when he experienced financial difficulty. What happened The background to this complaint is well known to both Mr S and Studio. I won’t repeat in detail what is already known to both par... (4 pages)View decision -
Decision Reference DRN-5865761
30 Oct 2025 Federal Capital Limited Not upheldBanking and PaymentsDRN-5865761 The complaint Mr B complains in his capacity of a guarantor for a business loan, that Federal Capital Limited (“FCL”) has acted unfairly and aggressively in pursuing him for repayment of the loan. What happened Mr B is the director of a limited company, which I’ll call C. In... (4 pages)View decision -
Decision Reference DRN-3184743
19 Apr 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3184743 The complaint Mr P complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) has acted unreasonably in relation to the final payment on his hire purchase agreement with it. What happened In December 2016 Mr P entered into a hire purch... (4 pages)View decision