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 DRN4206678
12 Sep 2016 Provident Personal Credit Limited UpheldBanking and creditMr M complains that Provident Personal Credit Limited (trading as Satsuma) wrongly lent him money he couldn’t afford to repay.backgroundMr M took four instalment loans with Satsuma between December 2014 and December 2015, the last one remains outstanding. He complaine... (3 pages)View decision -
Decision Reference DRN7481007
10 May 2018 Bamboo Limited UpheldBanking and creditMr F has complained about how Bamboo Limited treated him after he missed a payment towards his loan account. background In December 2017, Mr F called Bamboo to make a payment towards his loan. But the person Mr F spoke to told him – incorrectly – that his account w... (2 pages)View decision -
Decision Reference DRN5980608
28 Oct 2019 Bank of Scotland Plc Not upheldBanking and creditMrs B complains that Bank of Scotland plc trading as Halifax hasn’t treated her fairly when she’s been experiencing financial difficulty.backgroundMrs B has a mortgage with Halifax. In 2013 she was made redundant from her job. She received a redundancy payment and a lump sum from her perso... (3 pages)View decision -
Decision Reference DRN4465556
19 Sep 2018 National Westminster Bank Plc Not upheldBanking and creditMiss T complaints about the problems she experienced when she asked National Westminster Bank Plc (‘NatWest’) to set up a payment instruction.backgroundMiss T had a large balance on her credit card. She was experiencing some financial difficulty so she spoke to NatWest ... (2 pages)View decision -
Decision Reference DRN4438674
16 Nov 2016 WDFC UK Limited UpheldBanking and creditMiss K complains that WDFC UK Limited (trading as Wonga.com) lent to her irresponsiblybackground I issued a provisional decision on 7 November 2016, which is below and forms part of this final decision. In summary I said that Wonga should’ve realised that the loans g... (3 pages)View decision -
Decision Reference DRN0898467
28 Aug 2019 Nationwide Building Society Not upheldBanking and creditMr B complains that Nationwide Building Society used funds from his savings account to reduce the outstanding balance on his credit card. backgroundMr B has a credit card, savings account and current account with Nationwide. In 2018 he told Nationwide he’d been made redundant and it agreed... (3 pages)View decision -
Decision Reference DRN-2216322
2 Oct 2020 Barclays Bank UK PLC Not upheldMortgagesDRN-2216322 The complaint Mr and Mrs T complain that Barclays Bank UK PLC started action for possession instead of agreeing a repayment plan for their mortgage arrears. What happened Mr and Mrs T’s mortgage has been in arrears for some time. Mr T contacted Barclays in June 2019 to agree a ... (2 pages)View decision -
Decision Reference DRN-3970386
3 Mar 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3970386 The complaint Mr S complains that HSBC UK Bank Plc approved card payments that put his basic bank account into an unarranged overdraft. Mr S also complains that HSBC unfairly closed his account and recorded a default on his credit file. What happened Mr S had a bank account wit... (2 pages)View decision -
Decision Reference DRN-3045127
22 Mar 2022 Oodle Financial Services Limited Not upheldConsumer CreditDRN-3045127 The complaint Mr A has complained about the way Oodle Financial Services Limited (Oodle) dealt with the settlement of his finance agreement after the car he acquired under this agreement was maliciously damaged. He is also unhappy about the support he received from Oodle when h... (5 pages)View decision -
Decision Reference DRN6741810
18 Sep 2014 Barclays Bank Plc Not upheldBanking and creditMr and Mrs K complain that Barclays Bank Plc (Barclays) mis-sold them a mortgage in 2006. Mr and Mrs K say they were misled, betrayed and tricked by Barclays and they would like to be compensated for the losses they have incurred as a result of the poor advice Barclays gave.backgroundI... (3 pages)View decision