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 DRN8970641
31 Jul 2014 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mrs D complains about a monthly payment protection insurance policy (“PPI”) added to her credit card account in August 2000. Mrs D held her credit card with National Westminster Bank Plc (“NatWest”) for a number of years before the policy was added to her card. She complains on the basis ... (3 pages)View decision -
Decision Reference DRN-4925001
30 Jul 2024 Creation Consumer Finance Ltd Not upheldBanking and PaymentsDRN-4925001 The complaint Miss M complains about the service she received from Creation Consumer Finance Ltd trading as Creation (Creation). Miss M says Creation had no consideration for her vulnerable condition. What happened In November 2022, Miss M entered into a fixed sum loan agree... (3 pages)View decision -
Decision Reference DRN-2566872
8 Feb 2021 MBNA Limited UpheldBanking and PaymentsDRN-2566872 The complaint Mrs T complains that MBNA Limited has defaulted her credit card debt, although she says that she’d agreed a payment plan with MBNA. Mr T brings this complaint on her behalf. What happened Mr T said that Mrs T had reached an agreement with MBNA to pay off her cred... (3 pages)View decision -
Decision Reference DRN-3207942
16 Mar 2022 Studio Retail Limited UpheldConsumer CreditDRN-3207942 The complaint Miss G says Studio Retail Limited (“Studio Retail”) irresponsibly lent to her. She has requested that interest and late payment charges she paid on the two accounts from February 2017– being a Studio and an Ace account - be refunded. What happened This complaint i... (4 pages)View decision -
Decision Reference DRN6399542
20 Nov 2020 The Co-operative Bank Plc Not upheldBanking and creditMr and Mrs S complain about their treatment by their mortgage lender, The Co-operative Bank Plc trading as Platform. They say Platform hasn’t shown understanding and consideration towards their health conditions, failed to recognise their financial situation was improving, and unnecessaril... (4 pages)View decision -
Decision Reference DRN-5325073
27 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5325073 The complaint Mr H complains that Bank of Scotland plc trading as Halifax put negative markers on his credit file when he missed some mortgage payments, and didn’t stop adding these markers when his payments resumed. Mr H says this is ruining his credit. What happened This m... (3 pages)View decision -
Decision Reference DRN9153796
5 Mar 2020 Virgin Money plc UpheldBanking and creditComplaintMr K complains that Virgin Money plc unfairly delayed applying a default to his credit card. BackgroundThe background to this complaint and my initial conclusions are set out in my provisional decision - a copy of which is attached and forms part of this final decision. In my prov... (4 pages)View decision -
Decision Reference DRN8608257
12 Oct 2017 MBNA Limited Not upheldBanking and creditMs A complains about the way MBNA Limited treated her when she told them she was having some financial difficulty and wanted a payment holiday on her credit card account. She’s also unhappy that MBNA then sent her a letter telling her it was closing her account. bac... (3 pages)View decision -
Decision Reference DRN8528416
18 Jun 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr F complains about a monthly mortgage payment protection insurance (“MPPI”) policy sold to him in December 1996. The MPPI was sold by Nationwide Building Society (“Nationwide”) via an intermediary. Mr F complains that the MPPI was mis-sold to him.backgroundNationwide did not uphold ... (3 pages)View decision -
Decision Reference DRN0636687
27 Feb 2014 Swift 1st Limited Not upheldBanking and creditMrs D complains that Swift 1st Limited arranged a mortgage that was unaffordable for her.backgroundOn the advice of a mortgage broker, Mrs D bought a property jointly with her now late mother under the right to buy scheme with a mortgage from Swift 1st. The mortgage fell into arrears... (4 pages)View decision