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 DRN8205095
3 Oct 2016 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)and background Mr and Mrs I complain that they were mis-sold a regular premium mortgage payment protection insurance (MPPI) when applying for a mortgage in 1996. They say that Bank of Scotland plc, trading as Halifax (“Halifax”) mis-sold the policy to them.I’ve attach... (4 pages)View decision -
Decision Reference DRN6199864
8 Jan 2020 National Westminster Bank Plc UpheldBanking and creditMr B complains about the poor service National Westminster Bank Plc has given him over his loan account.background In November 2018 Mr B made two lump sum payments towards his loan. NatWest didn’t tell him what the new payments would be and so he had to estimate how much he had to pay manu... (3 pages)View decision -
Decision Reference DRN5215889
2 Mar 2020 HSBC UK Bank Plc Not upheldBanking and creditComplaintMrs B complains that HSBC UK Bank Plc reported arrears to the credit reference agencies in relation to a personal loan. BackgroundThe background to this complaint and my initial conclusions were set out in my provisional decision dated 15 January 2020 – a copy of which is attached... (3 pages)View decision -
Decision Reference DRN7775291
15 Jan 2020 Provident Personal Credit Limited Not upheldBanking and creditMr T says Provident Personal Credit Limited (trading as “Satsuma”) irresponsibly gave him loans he couldn’t afford to pay back.background Satsuma provided a loan of £800 to Mr T in February 2018. Mr T was due to repay the loan in instalments of £177.60 over nine months. After making five r... (4 pages)View decision -
Decision Reference DRN-5847448
16 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5847448 The complaint Mrs C complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the limit. What happened Mrs C applied for a Capital One credit card in September 2020. In her application, Mrs C said she was emp... (3 pages)View decision -
Decision Reference DRN-4071732
26 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4071732 The complaint Miss R complains that Clydesdale Bank Plc (“Clydesdale”), trading as Virgin Money, irresponsibly granted her a credit card she couldn’t afford to repay. What happened Miss R entered into an agreement with Clydesdale to have access to credit with a credit card acco... (3 pages)View decision -
Decision Reference DRN-3500177
31 Aug 2022 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-3500177 The complaint Mr B complains that Marks & Spencer Financial Services Plc (M&S) recorded adverse information on his credit file. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll focus on the reasons fo... (3 pages)View decision -
Decision Reference DRN-3756905
28 Oct 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3756905 The complaint Miss B complains that Bank of Scotland plc trading as Halifax unfairly recorded adverse information against her account in relation to an overdraft. What happened Miss B held a bank account with Halifax. Her wages were paid into this account, and she used it to m... (3 pages)View decision -
Decision Reference DRN-5419951
12 Jun 2025 The Mortgage Business Plc UpheldMortgagesDRN-5419951 The complaint Mr M complains that The Mortgage Business Plc trading as TMB reneged on an agreement to extend his buy to let (BTL) mortgage term. He says he was led to believe the rate was fixed for the duration of the mortgage, and that all of this has impacted his credit fi... (3 pages)View decision -
Decision Reference DRN-4670178
17 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4670178 The complaint Ms B complains that Barclays Bank UK PLC (“Barclays”) closed her account, failed to deduct payments she’d made from her credit card balance and reported missed payments on her credit file. She’s also unhappy that Barclays contacted her about the missing payments a... (3 pages)View decision