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-3004602
18 Oct 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3004602 Complaint Miss O has complained about an overdraft Bank of Scotland (trading as “Halifax”) provided to her. She says the overdraft was unaffordable and shouldn’t have been provided. Background Halifax provided Miss O with a student overdraft for £1,000.00 in February 2017. The ... (2 pages)View decision -
Decision Reference DRN-4345818
22 Sep 2023 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4345818 The complaint Mr E complains that Lantern Debt Recovery Services Ltd is asking him to repay debts when he has no money to do so. What happened Lantern Debt Recovery Services Ltd (“Lantern”) acquired debts for four loans that were taken out by Mr E. Mr E complained to Lantern in... (2 pages)View decision -
Decision Reference DRN4457284
12 Aug 2013 MBNA Limited Not upheldPayment protection insurance (PPI)summary of complaintThis complaint concerns a monthly premium payment protection insurance (“PPI”) policy, sold as part of an internet credit card application in 2004. Mr F says that MBNA Limited (“MBNA”) mis-sold the policy.backgroundI issued my provisional decision in June 2013. I ... (2 pages)View decision -
Decision Reference DRN-3247902
15 Feb 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3247902 Complaint Mr S has complained about an overdraft National Westminster Bank Plc (“NatWest”) provided to him. He says the overdraft was irresponsibly provided. Background NatWest provided Mr S with a student overdraft for £100 in September 2015 the limit on the facility was incre... (2 pages)View decision -
Decision Reference DRN7151557
8 Dec 2017 Nationwide Building Society Not upheldBanking and creditComplaintMr S complains Nationwide Building Society failed to tell him they would record a default on his credit file when they agreed to freeze his credit card account. He would like the default removed and a payment plan set up.backgroundMr S has a credit card accou... (2 pages)View decision -
Decision Reference DRN8491447
5 May 2016 MBNA Limited Not upheldPayment protection insurance (PPI)Mr R says MBNA Limited (‘MBNA’) mis-sold him a payment protection insurance (‘PPI’) policy. backgroundThis complaint is about a credit card PPI policy taken out in 1999. The policy was added to Mr R’s credit card account when he applied for the card by post. Our adju... (2 pages)View decision -
Decision Reference DRN-4570094
29 Feb 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4570094 The complaint Mrs A complains that a loan was taken out with Metro Bank PLC trading as RateSetter in her name when she hadn’t submitted an application. What happened On 8 August 2022 a loan application was submitted in Mrs A’s name for a loan of £20,000 over a term of 60 months... (2 pages)View decision -
Decision Reference DRN0782328
16 Apr 2021 Bank of Scotland Plc Not upheldBanking and creditComplaint Mrs H has complained about the changes that Bank of Scotland plc (“BOS”) made to its overdraft pricing structure and further changes it wishes to make to her overdraft facility going forwards. Background In the summer of 2017, BOS announced it would be changing its overdraft pric... (2 pages)View decision -
Decision Reference DRN3084986
12 Aug 2014 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a mortgage Mr and Mrs S hold with Bank of Scotland plc trading as Halifax. They complain that Halifax did not do enough to help them with their mortgage payments when they encountered financial hardship.backgroundThe circumstances of this complaint, briefly, are... (2 pages)View decision -
Decision Reference DRN-2949207
10 Dec 2021 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2949207 The complaint Ms I says Provident Personal Credit Limited, trading as Satsuma, didn’t provide enough support when she was having problems repaying her loan. She also thinks that it shouldn’t have passed the loan to a third-party collection agency and defaulted the loan when she... (2 pages)View decision