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-3157387
7 Dec 2021 Barclays Bank UK PLC Not upheldMortgagesDRN-3157387 The complaint Mr and Mrs J complained because Barclays Bank UK PLC refused to allow them to extend the term on their interest-only mortgage. What happened In around 2008, Mr and Mrs J took advice from a broker who recommended that they should take an interest-only mortgage with... (4 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 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 DRN6156576
17 Apr 2018 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)This complaint is about a mortgage payment protection insurance (MPPI) policy taken out in 2001, a new policy was then taken out to cover additional borrowing in 2003. Mr C and Mrs W say Lloyds Bank Plc (Lloyds) mis-sold them the MPPI. my findingsI’ve considered a... (2 pages)View decision -
Decision Reference DRN1016827
19 Sep 2017 Bank of Scotland Plc Not upheldBanking and creditMrs K complains that the fees Bank of Scotland plc (BOS) charged since she opened her account are unfair and have contributed to her financial difficulties. backgroundMrs B opened a bank account with BOS. The account came with a planned overdraft of £100 free for the ... (2 pages)View decision -
Decision Reference DRN9081579
21 May 2019 Santander UK Plc Not upheldPayment protection insurance (PPI)Mr and Mrs J say Santander UK Plc (trading at the time as Abbey National) mis-sold them a payment protection insurance (PPI) policy.backgroundMr and Mrs J took out a PPI policy for their mortgage in 1992. Mr and Mrs J paid for the PPI with a regular monthly premium... (2 pages)View decision -
Decision Reference DRN-4685619
18 Mar 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4685619 The complaint Miss S has complained that RCI Financial Services Limited (“RCI”) wants to repossess the car that she acquired in December 2020 using a hire purchase agreement, even though she says there is an arrangement in place to repay arrears on the agreement. What happened ... (7 pages)View decision -
Decision Reference DRN-5309055
29 May 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5309055 The complaint Mr D complains Marks & Spencer Financial Services Plc trading as M&S Bank (M&S Bank) irresponsibly lent to him. What happened Mr D applied for a credit card with M&S Bank on 28 April 2018. The account was opened on 16 May 2018 with an initial l... (6 pages)View decision -
Decision Reference DRN1522984
4 Jul 2019 Bank of Scotland Plc Not upheldBanking and creditMs P and Mr H complain that Bank of Scotland plc trading as Birmingham Midshires hasn’t assisted them with the difficulties that they have repaying the mortgage. Ms P would like assistance from BM in her financial difficulties that would allow her to keep the property... (2 pages)View decision