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 DRN0482732
7 Nov 2016 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc wasn’t helpful when they found themselves in financial difficulties. In particular, it didn’t allow them to rent out their property while they were trying to sell, didn’t accept their offer of full and final s... (4 pages)View decision -
Decision Reference DRN7495784
17 Sep 2014 Barclays Bank Plc Not upheldBanking and creditMrs D complained because Barclays Bank PLC is pursuing her for debts on a joint account held with her husband. Mrs D and her husband are in the process of divorcing. Mrs D says that the account was only ever used by her husband, and she wants to be removed from the account, and from ... (3 pages)View decision -
Decision Reference DRN3033590
29 May 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs R complain that Legal & General Partnership Services Limited mis-sold a mortgage to them.backgroundLegal & General recommended a 15 year repayment mortgage in 2006. It also advised them to consolidate an unsecured loan. Mr and Mrs R say the adv... (2 pages)View decision -
Decision Reference DRN7949260
5 Oct 2017 Barclays Bank Plc Not upheldBanking and creditMr B complains about the rate he has paid on loans he took with Barclays Bank Plc.backgroundMr B said that he took out a consolidation loan in 2013. He says that he wanted to pay off his credit card account with a new loan, and keep his pre-existing old loan, b... (2 pages)View decision -
Decision Reference DRN7870271
10 May 2018 Santander UK Plc UpheldBanking and creditMr C complains that Santander UK Plc didn’t default his credit card account promptly.backgroundMr C told us that he wrote to all the firms he owed money to in December 2011, including Santander. In early 2012 he entered into a debt management plan. He said he had th... (2 pages)View decision -
Decision Reference DRN7840541
20 May 2014 National Westminster Bank Plc UpheldBanking and creditMr and Mrs R complain that National Westminster Bank Plc mis-sold them a loan. backgroundIn early 2013 Mr and Mrs R tried to increase their mortgage to settle some of their other debts, but their application was refused by NatWest. Shortly afterwards NatWest contacted them about a tak... (2 pages)View decision -
Decision Reference DRN5036291
17 Jan 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMs D complains, in summary, that Cabot Financial (Europe) Limited, (“CFL”), hasn’t handled her debt reasonably.backgroundMs D entered into a credit card agreement with a credit card provider (“P”) in 2004. She fell into arrears and her account was defaulted by P in May 2... (3 pages)View decision -
Decision Reference DRN9700816
2 Mar 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr D and Miss E complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr D and Miss E had an interest only mortgage, made up of several elements, some of which were on a fixed rate and some o... (3 pages)View decision -
Decision Reference DRN2384614
9 Jan 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr A complains that The Royal Bank of Scotland Plc (“RBS”):-Failed to update his address and then sent a replacement credit card to his old address.- Failed to return his calls or respond to his requests for telephone call transcripts in a reasonable amount of time.-Unfairly pursued hi... (3 pages)View decision -
Decision Reference DRN-5842495
11 Nov 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5842495 The complaint Miss S complains PRA Group (UK) Limited misled her by saying she’d get a discount if she paid more than she planned towards her debts with them. What happened Miss S has two debts with PRA. As I understand it, she called them on 9 April 2024 asking to reinstate... (3 pages)View decision