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 76853 results
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Decision Reference DRN-2125967
14 Oct 2020 Bank of Scotland Plc Not upheldMortgagesDRN-2125967 The complaint Mr and Mrs F have complained that Bank of Scotland plc (trading as Halifax) is asking them to pay a shortfall debt following the sale of their property after they handed back the keys. To settle the complaint they want the debt written off and for Halifax to stop ... (3 pages)View decision -
Decision Reference DRN6747145
2 Jul 2014 Tesco Personal Finance PLC UpheldPayment protection insurance (PPI)This complaint concerns the redress related to a single premium payment protection insurance policy (PPI) associated with a loan from Tesco Personal Finance Plc (“Tesco”). Tesco wants to set the redress due to Mr J against an outstanding debt related to another loan Mr J had with Tesco. ... (3 pages)View decision -
Decision Reference DRN0589565
19 Nov 2013 The Money Group (Cornwall) Limited UpheldBanking and creditMs N complains that The Money Group (Cornwall) Limited did not tell her that it would take her first two monthly payments towards her debt management plan as a set-up fee.backgroundMs N agreed to enter into a debt management plan arranged by The Money Group. She discussed the details ... (3 pages)View decision -
Decision Reference DRN-2963236
18 Oct 2021 TFS Loans Limited UpheldConsumer CreditDRN-2963236 The complaint Mr S and Mrs S complained that TFS Loans Limited lent to them irresponsibly and provided them with a loan that was unaffordable. What happened Mr S and Mrs S were given a loan by TFS as follows: Date taken Loan status Number of monthly instalments Loan amount Mont... (5 pages)View decision -
Decision Reference DRN-2348680
19 Dec 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2348680 The complaint Mr S complained about the interest charged on his credit card with Bank of Scotland plc, trading as Halifax. He said that over the years, he’d paid more in interest than the balance of the account. Mr S wants Halifax to: - repay him all the interest charged since ... (3 pages)View decision -
Decision Reference DRN4831841
14 Feb 2019 Paragon Finance Plc Not upheldBanking and creditMs O is unhappy because Paragon Finance PLC continues to pursue her for payment of an outstanding debt.Although Ms O is represented in this matter by a third party, for simplicity I will just refer to Ms O.backgroundMs O had a credit card with a bank. Paragon later b... (2 pages)View decision -
Decision Reference DRN-5537271
6 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5537271 The complaint Mr L complains Nationwide Building Society irresponsibly provided him with an unaffordable overdraft facility. Mr L also complains about Nationwide Building Society’s service, including its decision to not write-off his outstanding balance. What happened Nation... (6 pages)View decision -
Decision Reference DRN4524786
24 Mar 2020 Sainsbury's Bank Plc Not upheldBanking and creditMrs B has complained that Sainsbury’s Bank Plc (‘the bank’) has wrongly refused her claim under section 75 Consumer Credit Act 1974. backgroundMrs B says she had no choice but to use her Sainsbury credit card to pay around £4,000 to a company that claimed to be collecting, from her husband... (2 pages)View decision -
Decision Reference DRN7725839
6 Aug 2019 Shoosmiths LLP Not upheldBanking and creditMr C complains that Shoosmiths LLP have been chasing him for a debt he doesn’t believe he owes. backgroundMr C took out a personal loan from Lender A in 2005. Mr C says he’d taken out loans with Lender A prior to this too. The 2005 loan fell into arrears and Lender A started its recovery a... (2 pages)View decision -
Decision Reference DRN-3858512
16 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3858512 The complaint Mr S1 and Mr S2 are business partners. They complain about the actions of National Westminster Bank Plc regarding the management of their loan accounts. What happened In June 2008 the partners took out three loans – which I’ll call loans 1, 2 and 3 – from NatWest ... (6 pages)View decision