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 77331 results
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Decision Reference DRN9376343
17 Oct 2019 Lantern Debt Recovery Services Ltd Not upheldBanking and creditMr S complains that’s he’s being wrongly chased for a debt by Lantern Debt Recovery Services Ltd.backgroundMr S received letters from Lantern about repayment of three short term loans he took out with third parties.But Mr S says he doesn’t remember taking out the loans, and that Lantern ha... (2 pages)View decision -
Decision Reference DRN-3566101
7 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3566101 The complaint Ms H complains National Westminster Bank Plc (NatWest) haven’t treated her fairly in relation to her credit card debt, specifically they: Said in their letter of 2 June 2021 they’d issue a default which, if this has happened, would damage her reputation Passed h... (4 pages)View decision -
Decision Reference DRN9581535
21 Dec 2016 Santander UK Plc UpheldPayment protection insurance (PPI)Mr and Mrs M are complaining that Santander UK Plc (Santander) mis-sold them two payment protection insurance (PPI) policies. They’re unhappy that it wants to use some of the compensation it’s offered to reduce a debt it says they still owe.backgroundIn 2005 Mr and Mrs ... (6 pages)View decision -
Decision Reference DRN4023177
6 Feb 2014 HSBC Bank plc Not upheldBanking and creditMs E complains that HSBC Bank Plc failed to communicate with her for long periods about repayment of a debt she had guaranteed and then imposed an unrealistic deadline for her to sell her home. She wanted the bank to allow a realistic time frame to sell her home, to accept liability... (2 pages)View decision -
Decision Reference DRN-3344029
1 Mar 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3344029 The complaint Mr M complains that National Westminster Bank Plc (NatWest) marked his credit file with missed payments for his personal loan and transferred his current account debt and personal loan to a debt collection agency (DCA). What happened Mr M had a current account and... (5 pages)View decision -
Decision Reference DRN4622529
24 Jul 2019 Nationwide Building Society Not upheldBanking and creditMr E complains that Nationwide Building Society (“Nationwide”) sold him an unaffordable loan and that it’s treated him unfairly while he’s experienced financial difficulties. Mr E has been represented when bringing this complaint. To keep things simple I’ve referred to him and his represen... (6 pages)View decision -
Decision Reference DRN-5686668
7 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5686668 The complaint Mr C’s complaint is about a buy-to-let mortgage he had, for which Topaz Finance Limited trading as Hessonite Mortgages has responsibility. He is unhappy that having heard nothing about the shortfall debt that was created after the property was sold, he was cont... (2 pages)View decision -
Decision Reference DRN1422905
5 Dec 2018 Clydesdale Financial Services Limited Not upheldBanking and creditMr S complains that despite Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) writing to him to say his debt had been written off and this being confirmed by the debt management company, he later received a letter to say he still had th... (2 pages)View decision -
Decision Reference DRN-5318863
27 Feb 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5318863 The complaint Ms C complains that American Express Services Europe Limited (AESEL) suspended her account. She’s unhappy that she didn’t receive a letter advising her that this would happen and is unhappy about the way in which her account and her subsequent complaint has bee... (3 pages)View decision -
Decision Reference DRN-3328258
29 Jun 2022 Santander UK Plc UpheldConsumer CreditDRN-3328258 The complaint Mrs H complains that Santander UK Plc (“Santander”) continued to contact and harass her for repayments to her personal loan despite a debt management plan having been agreed. What happened Mrs H applied to Santander for a personal loan of £3,000 in July 2019. Sant... (3 pages)View decision