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 DRN-3293542
18 Mar 2022 Zopa Limited UpheldConsumer CreditDRN-3293542 The complaint Mr M complains about Zopa Limited’s (“Zopa”) role in facilitating a finance agreement between him and a third party. What happened I set out what happened leading up to and in the course of Mr M’s complaint in my provisional decision, which I issued earlier this y... (7 pages)View decision -
Decision Reference DRN5298169
22 Jan 2016 Coventry Building Society Not upheldBanking and creditMr and Mrs D complain that Coventry Building Society wouldn’t lend them more money. They also felt a member of Coventry’s staff was rude on the phone. They want Coventry to lend them the money.backgroundMr and Mrs D had a mortgage with Coventry and wanted to borrow... (2 pages)View decision -
Decision Reference DRN-5359581
3 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5359581 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank lent to him irresponsibly. What happened On 25 February 2014, Mr P applied for – and was granted – a loan for £11,000 from Tesco. It was to be repaid in 60 monthly instalments of £235.63. The ... (3 pages)View decision -
Decision Reference DRN0751134
6 Feb 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs S have two complaints about National Westminster Bank Plc:-that it unreasonably required them to speak to it during normal working hours, which led to Mrs S losing her job; and -that repayments on an unsecured loan made to them in 2008 were unaffordable.They want half of the ... (2 pages)View decision -
Decision Reference DRN5465724
1 Mar 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMr A, represented by Ms A, complains that Cabot Financial (Europe) Limited (the business) has provided incorrect information about the debts he has outstanding. He also complains that it has not responded to the letters sent in regard to his complaint. backgroundMr A says... (3 pages)View decision -
Decision Reference DRN5679799
15 Oct 2019 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs G complain that Bank of Scotland Plc trading as Halifax (“Halifax”) acted unfairly by not contacting Mrs G sooner about a mortgage shortfall debt. Mrs G wants compensation for not being contacted earlier about the debt.backgroundMr and Mrs G had a mortgage with Halifax, but Mrs ... (2 pages)View decision -
Decision Reference DRN0121597
19 Feb 2020 Kensington Mortgage Company Limited Not upheldBanking and creditMs D has complained that, on 7 January 2019, Kensington Mortgage Company Limited paid an outstanding rentcharge of £1,874.02 when there was a payment plan in place with the management company.backgroundMs D has a mortgage account with Kensington on a property which is subject to a rentchar... (3 pages)View decision -
Decision Reference DRN2409081
1 Aug 2019 BW Legal Services Limited Not upheldBanking and creditMr C is unhappy that bailiffs still visited his home after he’d contacted BW Legal Services Limited (“BW”) to arrange a settlement and prevent bailiff action.backgroundMr C had some debts, and in October 2014 BW was instructed to recover one of these debts. It seems BW tried to contact Mr ... (2 pages)View decision -
Decision Reference DRN-3084584
4 Oct 2021 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3084584 The complaint Miss L complains that Creation Consumer Finance Ltd (CCFL) were irresponsible in approving her loan application for £9,900. What happened On 5 January 2018 CCFL approved Miss L’s online loan application. She was given a loan for £9,900 over a 60-month term at 14.9... (4 pages)View decision -
Decision Reference DRN-5504574
28 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5504574 The complaint Mr M complains that Nationwide Building Society (‘Nationwide’) suspended his credit card account. What happened Mr M is disappointed that Nationwide chose to suspend his credit card account when he’d been in persistent debt. He has explained that he needed the ... (2 pages)View decision
