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 DRN-4131848
21 Aug 2023 Bank of Scotland Plc Not upheldConsumer CreditDRN-4131848 The complaint Mr D complains Bank of Scotland plc trading as Halifax (Halifax) unfairly defaulted his two loan accounts. What happened Mr D says he applied for a payment holiday online and telephoned Halifax a few days later on 10 August 2022, as he hadn’t the funds to make his... (3 pages)View decision -
Decision Reference DRN-3315291
16 Mar 2022 Lloyds Bank PLC Not upheldConsumer CreditDRN-3315291 The complaint Mrs B complains that Lloyds Bank PLC didn’t explain the impact a payment deferral would have on her credit file. What happened Mrs B held two loan accounts with Lloyds. Due to the pandemic and associated lockdown, Mrs B’s ability to repay the loans was adversely a... (4 pages)View decision -
Decision Reference DRN-5337455
12 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5337455 The complaint Mrs E complains Santander UK Plc unfairly registered a default against her and closed her account. What happened Mrs E held a Santander current account which opened in August 2018. In 2022 Mrs E started experiencing personal and financial challenges, and she ... (4 pages)View decision -
Decision Reference DRN-4882897
17 Sep 2024 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4882897 The complaint Miss F complains that Link Financial Outsourcing Limited trading as Asset Link Capital (No.9) (Link) irresponsibly lent to her. What happened Miss F was approved for a £12,000 loan in September 2019 with a company prior to Link taking over the responsibility of... (3 pages)View decision -
Decision Reference DRN-4504458
29 Feb 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4504458 The complaint Mrs P complains that Zopa Bank Limited trading as Zopa didn’t provide her with the information or support she needed when she experienced difficulties making her loan repayments. What happened Mrs P was provided with a loan for £18,000 in July 2022. The loan was r... (3 pages)View decision -
Decision Reference DRN-4108581
3 May 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4108581 The complaint Miss S says Loans 2 Go Limited irresponsibly lent to her. What happened Miss S took out a 24-month instalment loan for £1,200 on 22 November 2021. The monthly repayments were £161.66 and the total repayable was £3,878.40. Miss S is now in a debt management plan (D... (4 pages)View decision -
Decision Reference DRN9708699
18 Mar 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr A and Mrs B complain about a regular mortgage payment protection insurance (“MPPI”) policy sold to them in April 2000. The MPPI was sold by Nationwide Building Society (“Nationwide”) via an intermediary alongside their mortgage application. Mr A and Mrs B complain that the MPPI was... (4 pages)View decision -
Decision Reference DRN-2561477
8 Feb 2021 Bank of Scotland Plc Not upheldMortgagesDRN-2561477 The complaint Mr and Mrs M complain that Bank of Scotland plc trading as Halifax didn’t treat them fairly when they experienced financial difficulty. They say it refused them a lower interest rate, wouldn’t allow them to convert their mortgage to interest only, and is now threa... (4 pages)View decision -
Decision Reference DRN-4901304
17 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4901304 The complaint In summary, Mrs A complains that Monzo Bank Ltd unfairly recorded a default on her credit file in relation to an overdraft facility. She’s also unhappy with the general level of service she received. What happened Mrs A had an overdraft with Monzo. To repay wh... (4 pages)View decision -
Decision Reference DRN-2880181
15 Jul 2021 Shawbrook Bank Limited UpheldConsumer CreditDRN-2880181 The complaint Ms W and Mr D complain that Shawbrook Bank Limited sent letters to Mr D’s old address after they had told the bank he no longer lived there, and complain about the tone of the bank’s staff on a phone call with Ms W. What happened Ms W and Mr D had a joint loan wit... (4 pages)View decision