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 70772 results
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Decision Reference DRN1206871
31 Jan 2020 Santander UK Plc UpheldBanking and creditComplaintMr D complains that Santander UK Plc has chased him to pay back an overdraft debt it previously told him he didn’t need to repay. BackgroundThe background to this complaint and my initial findings are set out in my provisional decision dated 24 January 2020 – a copy of which is at... (3 pages)View decision -
Decision Reference DRN-5239453
7 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5239453 The complaint S, a limited company, complains that Lloyds Bank PLC didn’t treat it fairly after it closed a business bank account. What happened S had a business account with Lloyds. In June 2022, Lloyds decided to close the account. At the same time, Lloyds suspended S’s cr... (3 pages)View decision -
Decision Reference DRN5552578
13 May 2013 Barclays Bank Plc Not upheldBanking and creditMr L complains that Barclaycard has not given him an account breakdown showing the balance on his account prior to 2004. He also complains that it passed his debt to a third party debt collection agency without his consent, and that he was asked to pay £10 to obtain copies of his state... (2 pages)View decision -
Decision Reference DRN-3675620
12 Jan 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3675620 The complaint Mr K complains that his credit file is showing two defaults for the same event in 2016 on an account he held with National Westminster Bank Plc (NatWest) and so he says NatWest has registered the default incorrectly. What happened The details of this complaint are... (2 pages)View decision -
Decision Reference DRN-2587048
17 Feb 2021 Nationwide Building Society UpheldMortgagesDRN-2587048 The complaint Mrs P complains that Nationwide Building Society gave her false hope that following a successful payment arrangement, her arrears could be capitalised. This turned out not to be the case and as a result Mrs P has suffered distress and financial impact. What happe... (3 pages)View decision -
Decision Reference DRN4282013
20 Feb 2014 HSBC Bank plc UpheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy sold with a credit card in November 2002. It also concerns a series of four PPI policies sold in connection with a succession of personal loans over the following years. The credit card and loans were provided by HSBC... (3 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 DRN0639662
19 Mar 2014 Vanquis Bank Limited Not upheldBanking and creditMiss F complains that she has been pursued by Vanquis Bank Limited for a debt which is not hers. She wants any adverse information to be removed and compensation for distress and inconvenience.background Miss F says that she was contacted by an agent of Vanquis who had been instructed to... (2 pages)View decision -
Decision Reference DRN1528330
29 Jul 2013 Bank of Ireland (UK) Plc Not upheldBanking and creditMr N complains that Bank of Ireland (UK) Plc (BOI) is requesting monthly debt repayments that he cannot afford and is threatening to default his account. He also complains that the bank wrongly applied fees to his account.backgroundMr N’s current account has been overdrawn since late 2... (2 pages)View decision -
Decision Reference DRN4171897
21 Nov 2013 BCW Group Limited Not upheldBanking and creditMrs D complains that BCW Group Limited is pursuing her for a debt that she has already settled.backgroundMrs D borrowed £400 in October 2007. Mrs D says that she moved house soon after and that, despite contacting the lender several times between 2007 and 2010, heard nothing more from i... (2 pages)View decision
