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 DRN-5256473
12 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5256473 The complaint A limited company, which I’ll refer to as S, complains that Santander UK Plc gave it incorrect advice regarding its bounce back loan (“BBL”), resulting in it going into arrears. S says the bank then bombarded it with calls and letters regarding arrears. S is re... (4 pages)View decision -
Decision Reference DRN8586261
5 Mar 2020 Uncle Buck Finance LLP Not upheldBanking and creditMrs C complains, in summary, that Uncle Buck Finance LLP, (“UBF”), continued to charge her interest on her loan account despite telling it that she was off work and unable to continue paying it. backgroundMrs C took out a short term loan with UBF on 7 February 2018 for £600. The loan was t... (4 pages)View decision -
Decision Reference DRN0159639
8 Jul 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs G complain about a monthly mortgage payment protection insurance (“MPPI”) policy added to their mortgage account. Mr and Mrs G approached Nationwide Building Society to arrange a mortgage in April 2000 and it was during this transaction the MPPI was added to their account. ... (4 pages)View decision -
Decision Reference DRN-3213245
11 Jan 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3213245 The complaint Ms Q complains that Everyday Lending Limited (“ELL”) lent to her in an irresponsible manner. And she further complains that ELL failed to treat her fairly when she faced problems repaying the loan. What happened I issued a provisional decision on this complaint in... (4 pages)View decision -
Decision Reference DRN-3518263
7 Jun 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3518263 The complaint Miss N complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) will not backdate a default they registered with the Credit Reference Agencies (CRA). What happened Miss N had a credit card with Virgin. She got into financial difficulties and was unable ... (4 pages)View decision -
Decision Reference DRN9838572
13 Mar 2017 Santander UK Plc UpheldBanking and creditMiss H is unhappy with the way Santander UK Plc has dealt with her requests to reduce the overdraft limit on her current accountbackground In mid-September 2016 Santander sent Miss H her usual monthly statement for her current account. At, or around, the same time the... (4 pages)View decision -
Decision Reference DRN-5064644
5 Mar 2025 East Sussex Credit Union Limited UpheldConsumer CreditDRN-5064644 The complaint Mr C complains East Sussex Credit Union Limited trading as Wave Community Bank (WCB) should have defaulted his account when he fell into financial difficulties. He says their failure to do so resulted in him having to accept a more expensive mortgage deal when ... (4 pages)View decision -
Decision Reference DRN-3125554
31 Jan 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3125554 The complaint Mr G and Mrs G complain that Bank of Scotland plc trading as Halifax marked their credit file showing their mortgage was in arrears. What happened Mr G and Mrs G have a mortgage with Halifax. The balance in May 2020 was £282,138. Monthly repayments were then £2,17... (4 pages)View decision -
Decision Reference DRN1652264
18 Jan 2018 Bank of Scotland Plc Not upheldBanking and creditMs F’s complaint is about the way Bank of Scotland plc (trading as Halifax) handled her mortgage account while she was in some financial difficulty.backgroundMs F took out her mortgage with Halifax in 2006, with further borrowing taken out in 2007 and 2008. The account ... (4 pages)View decision -
Decision Reference DRN-3196348
11 Apr 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3196348 The complaint Miss T complains Sainsbury’s Bank plc (Sainsbury’s) failed to keep to its agreement to spread a missed loan payment over the remaining term of her loan account. What happened Miss T says she approached Sainsbury’s in early March 2021 as she was struggling to meet ... (4 pages)View decision