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 69943 results
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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 DRN6941128
4 Mar 2014 Marlin Europe I Limited Not upheldBanking and creditMrs T complains that Marlin Europe I Limited has been asking her to repay a debt that she cleared in 2007. Mrs T wants Marlin to close the account, apologise and pay her compensation for the way she has been treated. Mrs T is helped with her complaint by a relative.backgroundMrs T h... (1 page)View decision -
Decision Reference DRN5298169
22 Jan 2016 Coventry Building Society Not upheldBanking and creditMr and Mrs D complain that Coventry Building Society wouldn’t lend them more money. They also felt a member of Coventry’s staff was rude on the phone. They want Coventry to lend them the money.backgroundMr and Mrs D had a mortgage with Coventry and wanted to borrow... (2 pages)View decision -
Decision Reference DRN2656438
23 Apr 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a flexible mortgage Mr and Mrs D hold with The Royal Bank of Scotland Plc trading as The One Account. Mr and Mrs D complain that The One Account changed the flexible element of the mortgage from a level facility to a reducing facility. They al... (2 pages)View decision -
Decision Reference DRN9216128
22 May 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs Q complain that Legal & General Partnership Services Limited mis-sold them a mortgage. The complaint is brought on their behalf by a claims management company.backgroundWhen Mr and Mrs Q sought advice from Legal & General, it recommended they borrowe... (3 pages)View decision -
Decision Reference DRN-2921176
14 Jul 2021 PayPal Europe Sarl & Cie, SCA Not upheldBanking and PaymentsDRN-2921176 The complaint Mr R is unhappy that PayPal Europe Sarl & Cie, SCA ended its business relationship with him and with how it dealt with the balance of his account. What happened Mr R had an account with PayPal. In September 2020 PayPal placed a limitation on the account. Mr R ... (3 pages)View decision -
Decision Reference DRN-3386104
31 Mar 2022 Oplo HL Ltd UpheldMortgagesDRN-3386104 The complaint Mr and Mrs M complain that Oplo HL Ltd (then trading as 1st Stop Home Loans Limited) was irresponsible to lend to them. What happened Mr and Mrs M took out a loan of £10,000 with Oplo in early 2015. They told Oplo they intended to use the loan to repay mortgage ar... (6 pages)View decision -
Decision Reference DRN3402373
26 Mar 2015 WorldPay (UK) Limited Not upheldBanking and creditMiss Q complains that WorldPay (UK) Limited has unfairly asked her to pay arrears that she had not realised had accrued. background Miss Q had a merchant facility with WorldPay for her business. WorldPay says that, after initially collecting the monthly charges under a ... (2 pages)View decision -
Decision Reference DRN-4434996
16 Feb 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4434996 The complaint Mr W complains Vanquis Bank Limited sold his credit card account to a debt purchaser despite having a payment arrangement in place. What happened Mr W has said he opened the account in 2017 and after getting into difficulties set up a payment plan which had repaid... (2 pages)View decision
