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-3084613
27 Jan 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3084613 The complaint Mr W is unhappy with how Startline Motor Finance Limited dealt with his request for assistance as a result of the Coronavirus (Covid-19) pandemic. What happened In August 2018, Mr W was supplied with a used car through a hire purchase agreement with Startline. The... (4 pages)View decision -
Decision Reference DRN3056694
20 Nov 2020 Barclays Bank UK PLC Not upheldBanking and creditMr F complains that Barclays Bank UK PLC didn’t allow him to extend the term of his interest only mortgage. background Mr F held a part-repayment, part-interest only mortgage with Barclays. The term ended in 2013. Mr F says he was unable to pay the interest only balance for a number of rea... (5 pages)View decision -
Decision Reference DRN-1864666
8 Jun 2020 Indigo Michael Limited UpheldConsumer CreditDRN-1864666The complaintMr R has complained that he opened a Safety Net credit facility with Indigo Michael Limited (trading as Safety Net Credit (SNC)) but a change in circumstances meant he couldn’t repay the balance on time. He says SNC agreed to give him time to repay the balance but i... (5 pages)View decision -
Decision Reference DRN-4623253
7 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4623253 The complaint A limited company, which I’ll refer to as ‘K’, is unhappy with several aspects of the service it’s received from National Westminster Bank Plc (“NatWest”) surrounding its Bounce Back Loan (“BBL”). K’s complaint is brought to this service by its director, whom I’ll... (4 pages)View decision -
Decision Reference DRN-4947785
28 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4947785 The complaint A limited company, which I’ll refer to as E, complains that HSBC UK Bank Plc has failed to provide support or forbearance when fraud left E in financial difficulties. E is represented by its sole director in bringing this complaint. What happened In 2020, E too... (5 pages)View decision -
Decision Reference DRN-3401008
19 Jul 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3401008 The complaint Mr D is unhappy with the quality of a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (PFS). He’s also unhappy with how his request for assistance because of the Coronavirus ... (4 pages)View decision -
Decision Reference DRN-3465666
6 May 2022 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3465666 The complaint Mr K complains that Barclays Bank UK PLC made an irresponsible lending decision when it provided him with a loan. And it’s failed to treat him fairly when he’s later found himself in financial difficulties. What happened Mr K took out a personal loan with Barclays... (4 pages)View decision -
Decision Reference DRN0974308
21 Feb 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a regular premium mortgage payment protection (“MPPI”) policy applied for in July 2007, in connection with a mortgage.The policy at the time of sale provided a monthly benefit of £750 for up to 12 months in the event of a claim for accident and sickne... (4 pages)View decision -
Decision Reference DRN-2704004
23 Mar 2021 Bank of Scotland Plc Not upheldMortgagesDRN-2704004 The complaint Mr D and Ms T complain that Bank of Scotland plc trading as Halifax hasn’t treated them fairly when they experienced financial difficulty with their mortgage. What happened Mr D and Ms T have a mortgage with Halifax. Unfortunately, due to a serious car accident, M... (5 pages)View decision -
Decision Reference DRN8269813
24 Sep 2020 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs B complain about overdraft fees on their joint account with National Westminster Bank Plc.background Mrs B had a sole current account with NatWest. This later became a joint account when Mr B was added to the account. They have since split up, but as this complaint relates to a ... (4 pages)View decision