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 77095 results
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Decision Reference DRN-5446092
29 Jul 2025 Fluent Mortgages Limited UpheldMortgagesDRN-5446092 The complaint Mr and Mrs H complain that when Fluent Mortgages Limited trading as Fluent Money arranged them a mortgage, the amount it arranged wasn’t enough, leaving them with a shortfall. What happened Mr and Mrs H consulted Fluent Money about re-mortgaging their existing ... (5 pages)View decision -
Decision Reference DRN4472659
4 Apr 2017 Bank of Scotland Plc Not upheldBanking and creditT, a limited company, complains that Bank of Scotland PLC (BOS) has overcharged interest and it won’t agree to refund the amount overpaid. The complaint is brought on T’s behalf by its director, Mr T.backgroundT’s borrowing was restructured in 2006, with part of the... (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 DRN9171594
20 Feb 2019 National Westminster Bank Plc UpheldBanking and creditMs M and Mr M complain that National Westminster Bank Plc continue to chase them for a debt despite it accepting a payment in full and final settlement.backgroundI issued a provisional decision on 5 February 2019, part of which is copied below.“Ms M and Mr M took ou... (4 pages)View decision -
Decision Reference DRN-6057975
6 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6057975 The complaint Mr M is unhappy Zopa Bank Limited provided him with a loan that was unaffordable. He’s represented in his complaint but, for ease, I’ve written as if we’ve dealt with him directly throughout. What happened Zopa provided Mr M with a loan for £22,200 in March 20... (4 pages)View decision -
Decision Reference DRN0114071
12 Aug 2019 NewDay Ltd Not upheldBanking and creditMr D complains that although NewDay Ltd has passed his debt to a collection agency, it’s still asking him for money. He doesn’t want to be charged interest, and he doesn’t want to be charged twice.backgroundMr D contacted us because he thought something had gone wrong with payments to a cr... (2 pages)View decision -
Decision Reference DRN6858705
4 Dec 2014 Lowell Portfolio I Ltd Not upheldBanking and creditMr Z complains that Lowell Portfolio I Ltd (LP) is pursuing him for an unenforceable debt and it has not engaged with him fully in his complaint.backgroundMr Z has a sizeable credit card debt. He challenged the bank which supplied the credit card about the enforceability of that debt. He... (2 pages)View decision -
Decision Reference DRN-1723780
7 Oct 2020 Link Financial Outsourcing Limited Not upheldBanking and PaymentsDRN-1723780 The complaint Mr G is unhappy that Link Financial Outsourcing Limited (Link Financial) won’t accept the offer he made to settle a debt related to his current account. What happened Mr G’s debt with a bank was sold to Link Financial. Mr G made an offer to settle the debt. Howeve... (2 pages)View decision -
Decision Reference DRN7179028
9 Sep 2014 Bank of Scotland Plc Not upheldBanking and creditMiss C complains that Bank of Scotland plc, trading as Halifax took money from her ISA to cover an outstanding credit card debt. She also complains about the lack of communication and general level of service.backgroundMiss C’s original complaint was that the bank took money from her ISA... (2 pages)View decision -
Decision Reference DRN7795519
5 Aug 2014 Capquest Investments Limited Not upheldBanking and creditMr Q complains that Capquest Investments Limited (“Capquest”) unfairly applied a default to his credit file for a debt, for which a county court judgement (“CCJ”) had already been registered on his file by the original creditor. He did not think it fair that Capquest was able to register... (2 pages)View decision