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 69825 results
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Decision Reference DRN-2566105
9 Feb 2021 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-2566105 The complaint Mr P complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) failed to adhere to an agreed payment plan arrangement, charged interest and placed his debt with a debt collection agency. What happened Mr P entered into a payment pla... (2 pages)View decision -
Decision Reference DRN4809290
22 Oct 2015 Santander UK Plc Not upheldBanking and creditMs B complains about a debt, which Santander UK plc transferred to another company. Ms B doesn’t think she owes any money to Santander at all. If there was a debt, she doesn’t think the bank had any right to transfer it to another company and she shouldn’t have t... (2 pages)View decision -
Decision Reference DRN9999216
5 Feb 2016 Shop Direct Finance Company Limited UpheldPayment protection insurance (PPI)Miss M’s complaint is about the mis-sale of a payment protection insurance (PPI) policy and the way Shop Direct Finance Company Limited has used the compensation it offered to put things right.background Miss M complained that Shop Direct mis-sold her a PPI policy ... (2 pages)View decision -
Decision Reference DRN0335573
14 Jan 2014 Creation Financial Services Limited UpheldBanking and creditMrs K complains that Creation Financial Services Limited has added interest to her debt after a period of not applying interest. She says that this means that she will probably never be able to repay the debt in full and is making her financial problems worse. Mrs K, who is represented ... (2 pages)View decision -
Decision Reference DRN6549765
10 Apr 2013 National Westminster Bank Plc Not upheldBanking and creditMiss R complains about the way the bank has treated her over the years, first in pursuing for the repayment of a mortgage held in her ex-partner’s name and then selling her two loans which were unaffordable.background Miss R’s ex-partner took out a mortgage with NatWest to buy the pro... (3 pages)View decision -
Decision Reference DRN-2891586
2 Jul 2021 Mortgage Express Not upheldMortgagesDRN-2891586 The complaint Mrs J’s complaint is about a mortgage she used to have with Mortgage Express (MX). The mortgage – and the property it was secured on – were in the joint names of Mrs J and her then husband, Mr A. Mrs J is unhappy that MX was been granted a charging order over the ... (3 pages)View decision -
Decision Reference DRN2973694
13 Nov 2014 1st Credit Limited UpheldBanking and creditMrs K complains that 1st Credit Limited unfairly sent letters chasing her debt, including the threat of court proceedings, far too early and without first assessing her situation properly.background1st Credit bought Mrs K’s debt from her previous lender. It sent a notice of assignment ... (3 pages)View decision -
Decision Reference DRN9872271
27 May 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs W complain about errors and poor service from The Royal Bank of Scotland Plc (RBS) in relation to its handling of their accounts. background I will briefly summarise the background to this complaint. Mr W ran a business which unfortunately ran into financial difficulty in abou... (2 pages)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-4451793
13 Nov 2023 Progressive Money Limited Not upheldConsumer CreditDRN-4451793 The complaint Miss C complains that Progressive Money Limited (‘Progressive’) irresponsibly gave her a loan that she couldn’t afford in August 2017. What happened In 2017, Miss C applied for a loan with Progressive. The loan amount was £5,000, the term was 48 months and the mon... (3 pages)View decision
