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 71923 results
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Decision Reference DRN3936014
22 Jul 2013 Capital One Mortgages Limited Not upheldBanking and creditMr and Mrs B complain that Capital One Mortgages Limited – a mortgage intermediary or broker – recommended a mortgage that was unsuitable for them. backgroundThe background to this complaint was set out in my provisional decision and is not in dispute. Subject to any further submissions... (2 pages)View decision -
Decision Reference DRN8926548
10 Jan 2014 MKDP LLP Not upheldBanking and creditMr B complains that MKDP LLP is pursuing him for a debt, but has failed to provide him with necessary information about that.background In 2008 Mr B took out a loan with another business which I shall call C. In 2010, when Mr B had significant arrears on the account, C sold the debt t... (2 pages)View decision -
Decision Reference DRN3306885
6 Mar 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMs A and Mr F complain that a mortgage recommended by Legal & General Partnership Services Limited wasn’t suitable. Ms A and Mr F are represented by a solicitor, which I’ll refer to as the representative. They ask for compensation.backgroundIn December 2006 Legal &... (3 pages)View decision -
Decision Reference DRN3464872
12 Jul 2019 National Westminster Bank Plc UpheldBanking and creditMrs M complains about National Westminster Bank Plc (“NatWest”) for issuing a loan to her in early 2016. She says that she was struggling financially at the time and that NatWest encouraged her to take a loan which she could not realistically afford. She wants the loan to be marked as unre... (2 pages)View decision -
Decision Reference DRN0678742
10 Dec 2015 Motormile Finance UK Limited UpheldBanking and creditMr R complains about Motormile Finance UK Limited’s customer service. He says its contact with him has been excessive and aggressive. background Motormile is a debt collector. It has bought a number of Mr R’s debts. Mr R complains about Motormile’s contact with him. H... (2 pages)View decision -
Decision Reference DRN1198175
21 Nov 2018 Totemic Limited Not upheldBanking and creditMiss B complains that Totemic Limited, trading as Payplan, have cancelled her debt management plan (DMP). She wants it reinstating.backgroundMiss B entered into a DMP with Payplan in 2009 but in a review of her plan this year, Payplan told her they would be cance... (2 pages)View decision -
Decision Reference DRN3691444
6 Mar 2014 Robinson Way Limited UpheldBanking and creditMrs D complains that Robinson Way Limited is asking her to pay a debt that she does not owe. Mrs D wants Robinson Way to apologise and pay her compensation for the distress and inconvenience she has suffered.backgroundMrs D says that she received a letter from Robinson Way in 2013 and co... (1 page)View decision -
Decision Reference DRN3653866
29 Mar 2017 MBNA Limited Not upheldBanking and creditMr T complains that MBNA Limited has not treated him fairly, in that it sold his debt to a third party earlier than he had expected, and without telling him, as it had said it would do. He would like MBNA to buy the debt back from the third party and allow him to... (2 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 DRN8123317
28 Nov 2013 Santander UK Plc Not upheldBanking and creditMr C complains that Santander UK plc has registered a default against his credit file. He says it did this following its own failure to transfer money from his current to his loan account, in line with the payment arrangement he had agreed with it. He also complains it wrongly told hi... (3 pages)View decision
