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 DRN7143007
21 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMrs H complains that Barclays Bank UK PLC, trading as Barclaycard, sold her credit card debt onto a third party, when she had made it aware that she was having difficulties financially and personally. In bringing her complaint, Mrs H is represented by Mrs K.backgroundIn 2011, Mrs H had a B... (3 pages)View decision -
Decision Reference DRN-4727579
11 Sep 2024 Tandem Home Loans Ltd UpheldMortgagesDRN-4727579 The complaint Mr C says that a secured (second charge) loan he took out in October 2021 with Tandem Home Loans Ltd (previously known as Oplo HL Ltd) was unaffordable and irresponsibly lent. What happened Mr C bought the property in January 2021 for £105,000, taking a first c... (5 pages)View decision -
Decision Reference DRN9108146
1 May 2013 Nationwide Building Society Not upheldBanking and creditsummary of complaintMrs K complains the bank has not taken sufficient action to assist her in her financial difficulties. In particular, she is unhappy with the charges applied to her account and is seeking a refund of the charges, plus interest, to resolve her complaint.background to... (2 pages)View decision -
Decision Reference DRN8866708
6 Jan 2015 NRAM plc Not upheldBanking and creditMiss K complains that NRAM plc unfairly refused to correct her files with the credit reference agencies. Miss K is represented by her father, Mr J.background Miss K took out a joint “Together” mortgage (which is a mortgage and an unsecured loan) with her partner in 2006. They split u... (4 pages)View decision -
Decision Reference DRN5476831
24 Aug 2015 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mrs O complained she was mis-sold a payment protection insurance policy (PPI) with her loan with The Royal Bank of Scotland Plc (RBS).backgroundRBS agreed that Mrs O had been mis-sold PPI and made her an offer of £8,130.82 which was paid on 31 May 2013. RBS said that ... (3 pages)View decision -
Decision Reference DRN2324714
18 Feb 2019 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc won’t write off a credit card debt he owes despite being aware that he’s suffering from some serious health problems. backgroundMr M opened a credit card with Santander in September 2017 and transferred balances he owed elsewhere t... (2 pages)View decision -
Decision Reference DRN-2026692
6 Jan 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2026692 The complaint Mr A complains that Lloyds Bank PLC (Lloyds) sent letters relating to his credit card to the wrong address. What happened Mr A had a credit card with Lloyds since 2016. Between April 2019 and September 2019, Lloyds sent six letters to Mr A to say that he had misse... (2 pages)View decision -
Decision Reference DRN8683580
25 Aug 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs D complain that they received unsuitable advice to consolidate debt from anappointed representative of Legal & General Partnership Services Limited (L&G).backgroundMr and Mrs D re-mortgaged in 2007. L&G advised them to consolidate an unsecured l... (3 pages)View decision -
Decision Reference DRN-1972658
3 Jul 2020 The Royal Bank of Scotland Plc UpheldBanking and PaymentsThe complaint Mr V, a sole trader, complains about what happened when he switched his business banking from The Royal Bank of Scotland Plc. What happened Mr V changed his business account using the account switching service. He said the account didn’t transfer properly. It had an overdraft... (3 pages)View decision -
Decision Reference DRN8127731
19 Aug 2016 HSBC Bank plc Not upheldBanking and creditMr S complains that HSBC Bank plc recorded a default on his credit file unfairly.backgroundIn July 2012 a debt management company contacted HSBC on Mr S’s behalf. It explained that he’d sought its advice on dealing with his financial situation, and said it was likely... (4 pages)View decision
