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 DRN7675508
20 Aug 2020 Lloyds Bank PLC Not upheldBanking and creditMrs J complains that the bank charges on her overdraft with Lloyds Bank PLC (“Lloyds Bank”) are too high. backgroundMrs J has a bank account with Lloyds Bank which has an overdraft facility. She also has some other borrowing with Lloyds Bank. In November 2017, Lloyds Bank changed its charg... (3 pages)View decision -
Decision Reference DRN-4689451
22 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4689451 Complaint Miss B has complained about a credit account PayPal (Europe) Sarl et Cie SCA (“PayPal”) provided to her. She says that she shouldn’t have been approved for the finance given the credit she already had. Background PayPal provided Miss B with a credit account with a cre... (3 pages)View decision -
Decision Reference DRN-1271015
5 Mar 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1271015The complaintMiss T has complained that during a time of financial difficulty Santander UK Plc removed her overdraft facility and demanded the full balance to be repaid. What happenedMiss T says she has had several road traffic accidents which impacted her health. As a result sh... (3 pages)View decision -
Decision Reference DRN-5373649
28 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5373649 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) unfairly defaulted his account during a payment plan and communicated with him poorly at this time. Mr C wants the default removing from his credit file. What happened Monzo sent Mr C a letter on 6 October 2023 war... (3 pages)View decision -
Decision Reference DRN-3501625
8 Sep 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3501625 The complaint Ms M complains that MBNA Limited (“MBNA”) recorded missed payments and a default on her credit file despite her maintaining payments under a debt management plan. What happened Ms M opened a credit card account with MBNA in or around October 2016. Due to changes i... (3 pages)View decision -
Decision Reference DRN2476820
19 Dec 2018 Santander UK Plc UpheldBanking and creditMiss L complains that Santander UK Plc has recorded a default on her credit file, but she wasn’t given clear information about it or options for repaying the debt. backgroundMiss L opened a 123 Student current account in September 2013. This migrated to a 123 Grad... (3 pages)View decision -
Decision Reference DRN-4959321
26 Sep 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4959321 The complaint Mr H complains that HSBC UK Bank Plc acted unfairly by defaulting a loan account he held during the time he was making agreed token repayments on his loan. What happened Mr H took a loan from HSBC in April 2023 that he agreed to repay in 60 monthly instalments ... (3 pages)View decision -
Decision Reference DRN-1670952
15 Jul 2020 The Mortgage Business Plc Not upheldMortgagesDRN-1670952 Mr A complains that The Mortgage Business Plc took action to possess his property, unfairly and without warning. What happenedMr A took out an interest only mortgage with TMB in 2004. The term expired in 2014. He says he wanted to change to a repayment mortgage, but TMB didn’t... (3 pages)View decision -
Decision Reference DRN9174658
1 May 2015 Southern Pacific Mortgage Limited UpheldBanking and creditMr and Mrs N complain about Southern Pacific Mortgage Limited’s (SPML) treatment of them. They say the lender told them they could simply hand back the keys to their mortgaged property and they did so. They complain that it then said it hadn’t got the keys, refused ... (3 pages)View decision -
Decision Reference DRN-4370136
24 Nov 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4370136 The complaint Ms Z complains about the way Nationwide Building Society have treated her in respect of her financial difficulties. What happened The background facts are well known to the parties so I will deal with them briefly here. In summary, Ms Z complains that Nationwide: ... (3 pages)View decision