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 DRN4711956
19 Jun 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr D is unhappy The Royal Bank of Scotland Plc (‘RBS’) didn’t do more to help him when he got into financial difficulty.backgroundMr D had a credit card account with RBS. He used to pay it off in full. But he got into financial difficulties in July 2017. He explained... (2 pages)View decision -
Decision Reference DRN-3357781
28 Jun 2022 Arrow Global Limited Not upheldBanking and PaymentsDRN-3357781 The complaint Mr L complains about Arrow Global Limited’s handling of his account. What happened Mr L feels Arrow did not treat him fairly when he contacted them to say he was experiencing financial difficulties as a result of the COVID-19 pandemic. And he’s unhappy with their ... (2 pages)View decision -
Decision Reference DRN-4731881
7 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4731881 The complaint Mr M complains that Bank of Scotland plc trading as Halifax allowed a payment to leave his account which has ultimately resulted in him entering an unauthorised overdraft. What happened Mr M says he has been put into financial difficulty because child maintenance ... (2 pages)View decision -
Decision Reference DRN-4971870
19 Aug 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4971870 Complaint Mr W has complained about a credit card Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background Mr W has also complained about a loan w... (3 pages)View decision -
Decision Reference DRN-1650437
9 Apr 2020 Bank of Scotland Plc Not upheldInsuranceDRN-1650437 The complaintMiss F says Bank of Scotland plc (trading as Halifax) mis-sold her a payment protection insurance (PPI) policy. What happenedIn 1999 Miss F took out a mortgage with Halifax. Around the same time, she took out a PPI policy to protect her monthly mortgage payments if... (3 pages)View decision -
Decision Reference DRN-4317040
5 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4317040 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (“Halifax”) closed his bank account and sold the outstanding balance to a third party. What happened Mr M had a bank account with Halifax with an agreed overdraft limit of £1,500. In 2021, he complained t... (2 pages)View decision -
Decision Reference DRN5208710
12 Aug 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMrs M is unhappy how The Royal Bank of Scotland plc (RBS) has dealt with the loans that are secured on her properties. backgroundMrs M had a number of secured loans with RBS. These were taken out before her husband sadly passed away in 2009. These were business loans ... (3 pages)View decision -
Decision Reference DRN-4715236
3 Apr 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4715236 The complaint Ms S is unhappy with the support provided to her by Oodle Financial Services Limited when she fell into financial difficulties on a hire purchase agreement. What happened The facts and circumstances of this complaint are well known to both parties. So, I don’t int... (5 pages)View decision -
Decision Reference DRN-4895769
23 Aug 2024 Nationwide Building Society UpheldConsumer CreditDRN-4895769 The complaint Mr M complains that Nationwide Building Society irresponsibly lent to him. What happened Mr M was approved for a Nationwide personal loan in June 2019 for £17,307.90. Due to Mr M requesting breathing space on the personal loan during the Covid lockdown, Nationw... (5 pages)View decision -
Decision Reference DRN5797107
31 Jan 2017 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs B say Nationwide Building Society (Nationwide) mis-sold them a number of regular premium mortgage payment protection insurance (MPPI) policies.backgroundMr and Mrs B were sold MPPI policies in 1993, 2000, 2006 and 2008. Nationwide initially told us that it tho... (3 pages)View decision