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-2935151
18 Aug 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2935151 Complaint Mr O is unhappy Bank of Scotland plc (“BOS”) failed to accept what he considered a reasonable partial settlement proposal to repay the balance on his credit card after he ran into difficulties making his payments. Mr O is being assisted with his complaint by his fathe... (2 pages)View decision -
Decision Reference DRN3512927
15 May 2018 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) won’t help him with his mortgage arrears. He has an unstable income but it won’t come to any payment arrangements with him.For ease I’ll refer to Halifax throughout this decision. backgroundMr L took out a m... (2 pages)View decision -
Decision Reference DRN4168000
28 Nov 2016 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs D say Nationwide Building Society mis-sold Mr D a regular premium mortgage payment protection insurance (MPPI) policy in 1993.backgroundMr and Mrs D have brought this complaint together – probably because they were both named on the mortgage from 2001. But the ... (2 pages)View decision -
Decision Reference DRN-3162334
15 Feb 2022 Hoist Finance UK Limited Not upheldBanking and PaymentsDRN-3162334 The complaint Miss G complains that Hoist Finance UK Limited (Hoist) is asking her to repay an old debt that was settled as part of a debt management plan (DMP). She’s unhappy that Hoist can’t give her evidence of the outstanding balance. Miss G wants Hoist to stop asking her t... (2 pages)View decision -
Decision Reference DRN-3244884
11 Jan 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3244884 Complaint Mr B says that Barclays Bank UK Plc (trading as “Barclays”) unfairly defaulted two overdrafts and a loan. Background and my provisional decision of 20 December 2021 Mr B had two current accounts and a loan with Barclays. Barclays passed these accounts to its collectio... (3 pages)View decision -
Decision Reference DRN-4193731
16 Oct 2023 National Westminster Bank Plc Not upheldMortgagesDRN-4193731 The complaint Miss I complains that National Westminster Bank Plc didn’t advise her sufficiently about the long-term impact on her credit file when it agreed to provided her with a payment break when she was unemployed What happened Miss I has a mortgage with NatWest. Miss I lo... (2 pages)View decision -
Decision Reference DRN-2612236
4 Mar 2021 Provident Personal Credit Limited UpheldConsumer CreditDRN-2612236 The complaint Miss P says Provident Personal Credit Limited, trading as Satsuma (“Satsuma”), irresponsibly lent to her. Miss P has said Satsuma didn’t ask her for enough information to find out if the loans were affordable for her. She also says when she contacted Satsuma in Ja... (5 pages)View decision -
Decision Reference DRN6121835
4 Feb 2020 Lloyds Bank PLC Not upheldBanking and creditMr A complains that Lloyds Bank PLC closed his bank account prematurely and passed it to its recoveries team because he couldn’t repay his overdraft within 12 months.backgroundMr A says he lost his job in March 2018 and although he’d held his account with the bank for more than 15 years, i... (2 pages)View decision -
Decision Reference DRN-4238235
21 Dec 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4238235 The complaint Miss C complains that, having had a gambling block put in place for her online account, National Westminster Bank Plc (NatWest) allowed her to carry out gambling transactions. What happened Miss C is a compulsive gambler for which she has sought treatment and inte... (2 pages)View decision -
Decision Reference DRN-1074661
16 Feb 2021 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1074661 Complaint Mr K has complained about the overdraft fees and interest The Royal Bank of Scotland Plc (“RBS”) applied to his current account. He’s said at the time his income was made up solely from benefits and the interest, fees and charges added caused him financial hardship. B... (2 pages)View decision