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 70898 results
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Decision Reference DRN2516348
5 Mar 2015 Black Horse Limited Not upheldBanking and creditUnder the rules of the Financial Ombudsman Service, I am required to ask Ms K either to accept or reject my decision before 7 April 2015. Gerard McManus ombudsman at the Financial Ombudsman ServicecomplaintMs K complains that she reached an agreement with Black Horse Limited whi... (2 pages)View decision -
Decision Reference DRN-3672901
30 Aug 2022 Santander UK Plc Not upheldMortgagesDRN-3672901 The complaint Ms H complains that Santander UK Plc (“Santander”) agreed to take the proceeds of a shortfall sale as full and final settlement of her mortgage but later passed the residual balance on to a debt collection agent. What happened Ms H took out an interest-only mortga... (5 pages)View decision -
Decision Reference DRN3706031
11 Jul 2013 Barclays Bank Plc Not upheldBanking and creditMr M complains about the actions of a debt collector, Mercers, that was appointed by, and was working on behalf of, Barclays Bank Plc. He says they violated his privacy by claiming to have an agreement with him and he also believes the Data Protection Act was breached. backgroundT... (1 page)View decision -
Decision Reference DRN0336525
5 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMr S complains that National Westminster Bank Plc didn’t amend his bank account details when he asked it to. He says this mistake means NatWest is holding him liable for debts accrued by his business.backgroundMr S says he asked NatWest to change his business accou... (2 pages)View decision -
Decision Reference DRN-3505684
30 Jun 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3505684 The complaint Mr N says AvantCredit of UK, LLC irresponsibly lent to him. What happened Mr N took out a 24-month instalment loan for £7,000 from AvantCredit on 15 May 2016. The monthly repayments were £426.48 and the total repayable was £10,235.56. Mr N says the lender did not ... (5 pages)View decision -
Decision Reference DRN-4648436
25 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4648436 The complaint Mr M complains that HSBC UK Bank Plc won’t return a payment to him which credited his closed account in error. What happened Mr M says he had an issue with a third party mobile phone provider, and he was due a refund of £338. He says they should have paid this mon... (3 pages)View decision -
Decision Reference DRN5001540
20 Aug 2013 Creation Financial Services Limited UpheldBanking and creditMrs D complains that a relatively small credit card debt owed to Creation Financial Services Limited (Creation) has grown hugely. Despite having repaid much more than the original debt over many years, she still owes a large sum. backgroundIt is not in dispute that Mrs D did not make the ... (1 page)View decision -
Decision Reference DRN3988290
16 Oct 2015 Wescot Credit Services Limited UpheldBanking and creditMr B complains that Wescot Credit Services Limited has failed to provide documentation about a debt it is trying to recover from him on behalf of the debt owner. He also complains about information registered about the debt on his credit file. background Wescot was ... (2 pages)View decision -
Decision Reference DRN8111099
7 Mar 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs N has complained about the way Royal Bank of Scotland Plc (RBS) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (PPI).backgroundMrs N took out a loan with RBS. With this she took out PPI to pro... (2 pages)View decision -
Decision Reference DRN7623105
21 Feb 2014 Nationwide Building Society Not upheldBanking and creditMr B complains that Nationwide Building Society did not take his financial difficulties into consideration.backgroundMr B was receiving assistance from a debt advice agency. He had been making payments under a repayment plan to Nationwide for his credit card debt. The repayment plan was u... (1 page)View decision
