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 DRN9681852
20 Nov 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr K complains about the charges The Royal Bank of Scotland Plc (“the bank”) has applied to his account and how it’s dealt with his financial difficulties.backgroundIn April 2018 Mr K told the bank that he was suffering from financial difficulties. The bank respond... (3 pages)View decision -
Decision Reference DRN-4299577
23 Oct 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4299577 The complaint Mrs M complains that Creation Financial Services Limited didn’t default her account when she went into a payment arrangement. She also complains that Creation charged fees to her account after she had notified it that she was in financial difficulties. What happen... (3 pages)View decision -
Decision Reference DRN7556492
21 Feb 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)Miss J applied for a mortgage with Nationwide Building Society in April 2005. Once her mortgage had been drawn down, she purchased a mortgage payment protection insurance (MPPI) policy which would have covered her repayments in the event that she was unable to work due to unemployment. ... (3 pages)View decision -
Decision Reference DRN-3705129
5 Oct 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3705129 The complaint Mr C has complained that Barclays Bank UK PLC (“Barclays”) did not undertake proper affordability checks when providing him with overdraft facilities which have caused him extreme financial hardship. What happened Mr C held two bank accounts with Barclays with ove... (3 pages)View decision -
Decision Reference DRN-5592448
22 Jul 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5592448 The complaint Mr and Mrs J complained that HSBC UK Bank Plc won’t let them extend the term of their homeowner loan, secured on their house, to match the term of their main mortgage. They said they’d extended the mortgage term fairly recently, and just wanted to do the same h... (3 pages)View decision -
Decision Reference DRN-3266617
25 Feb 2022 Lloyds Bank PLC Not upheldConsumer CreditDRN-3266617 The complaint Mr I complains that Lloyds Bank PLC recorded a default on his credit file. He says he had a direct debit set up, but Lloyds didn’t collect his monthly loan payments. The complaint is brought on his behalf by a family member. What happened Mr I says there was a mis... (3 pages)View decision -
Decision Reference DRN-4352412
15 Sep 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4352412 The complaint Mr N has complained that Bank of Scotland plc trading as Halifax (“Halifax”) provided him with an overdraft irresponsibly and allowed him to go over his overdraft limit when he was in financial difficulty. What happened Mr N had a £500 overdraft facility with Hali... (3 pages)View decision -
Decision Reference DRN-3468457
25 Jul 2022 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-3468457 The complaint Ms M complains Marks and Spencer Financial Services Plc (“M&S”) recorded a default on her credit file despite agreeing a payment holiday for her account. What happened Ms M had a credit card with M&S. Between May and July 2020 M&S put a payment holiday... (3 pages)View decision -
Decision Reference DRN-3630325
4 Aug 2022 TSB Bank plc Not upheldConsumer CreditDRN-3630325 The complaint Mr J complains that TSB Bank plc mis-sold him unsecured loans and that has caused him financial hardship .What happened In October 2015, Mr J took out a loan with TSB for £10,000 over a term of 42 months with a fixed interest rate of 12.68%. In February 2016, Mr J... (3 pages)View decision -
Decision Reference DRN-3140024
4 Nov 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3140024 Complaint Mrs A has complained about the overdraft fees and interest Lloyds Bank PLC (“Lloyds”) applied to her current account. She’s said she’s recently been diagnosed with an illness and therefore falls into the category of being able to claim these charges. Background and my... (3 pages)View decision