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 70137 results
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Decision Reference DRN-3772194
16 Nov 2022 Arrow Global Limited UpheldBanking and PaymentsDRN-3772194 The complaint Mr E has complained about a default registered by Arrow Global Limited. What happened This complaint surrounds a credit card account that was opened in 2012 and was sold to Arrow in 2019. The original creditor and Arrow wrote to Mr E to let him know Arrow now owne... (4 pages)View decision -
Decision Reference DRN4074571
9 Jun 2015 HSBC Bank plc Not upheldBanking and creditMr F complains about how HSBC Bank plc has dealt with him since he accepted an ombudsman’s decision on a previous complaint.backgroundMr F was the director of a limited company, S. He complained before about the interest HSBC was charging. Mr F was also unhappy that th... (2 pages)View decision -
Decision Reference DRN7288099
11 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMr H has complained that after National Westminster Bank Plc (Natwest) upheld an earlier complaint he had made about mis-selling him a packaged bank account, it decreased the amount of compensation it paid him to reduce a debt it said he owed from several years earlier... (3 pages)View decision -
Decision Reference DRN2409081
1 Aug 2019 BW Legal Services Limited Not upheldBanking and creditMr C is unhappy that bailiffs still visited his home after he’d contacted BW Legal Services Limited (“BW”) to arrange a settlement and prevent bailiff action.backgroundMr C had some debts, and in October 2014 BW was instructed to recover one of these debts. It seems BW tried to contact Mr ... (2 pages)View decision -
Decision Reference DRN-4193718
15 Nov 2023 Great Lakes Insurance SE Not upheldInsuranceDRN-4193718 The complaint A group of limited companies, that I will refer to collectively as T, complain about decision of Great Lakes Insurance SE to decline their commercial insurance claim and void their policy. What happened The following is intended only as a brief summary of events. ... (5 pages)View decision -
Decision Reference DRN-5193372
12 Feb 2025 Metro Bank PLC Not upheldMortgagesDRN-5193372 The complaint Mr J complains that Metro Bank PLC gave him unsuitable advice to consolidate his unsecured debts during a re-mortgage application. He says it didn’t take account of the costs associated with the increased period over which the debt was to be repaid. He also co... (6 pages)View decision -
Decision Reference DRN-2649890
6 May 2021 Zopa Bank Limited UpheldConsumer CreditDRN-2649890 The complaint Ms M complains that Zopa Bank Limited (Zopa) lent to her irresponsibly. What happened Ms M applied online for two loans from Zopa. In April 2016 Zopa gave Ms M a loan of £3,000 over 24 months. In February 2017, Zopa gave her a loan of £6,250 over 36 months as belo... (3 pages)View decision -
Decision Reference DRN4608618
3 Dec 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs M complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundIn 2005, Mr and Mrs M had a mortgage, and following a recommendation from L&G re-financed it with another lender. In doi... (3 pages)View decision -
Decision Reference DRN-3822418
17 Jan 2023 Debt Managers (Services) Limited Not upheldConsumer CreditDRN-3822418 The complaint Mr O has complained that Debt Managers (Services) Limited didn’t accept his partial settlement offer when it was in line with an amount they’d asked for in the past. What happened This complaint surrounds a defaulted hire purchase debt which was sold to Debt Manag... (2 pages)View decision -
Decision Reference DRN-2525655
25 Jan 2021 Bank of Scotland Plc Not upheldMortgagesDRN-2525655 The complaint This complaint is brought by Miss W, in her capacity as Executor of the estate of her late father, Mr W, who died in 2006. Miss W’s complaint is about the way Bank of Scotland Plc (trading as Halifax) has dealt with her late father’s Retirement Home Plan mortgage ... (3 pages)View decision
