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 70137 results
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Decision Reference DRN-3983082
16 Mar 2023 NRAM Limited Not upheldMortgagesDRN-3983082 The complaint This complaint is about a mortgage account Ms D used to hold jointly with her former husband, Mr L. Ms D says: despite giving NRAM details of change of address, correspondence was sent to her former address, resulting in a breach of her personal data; it is unfa... (3 pages)View decision -
Decision Reference DRN8005868
16 Jun 2016 John Lewis Financial Services Limited Not upheldBanking and creditMrs H complains that John Lewis Financial Services Limited (“John Lewis”) has not treated her fairly in that it appointed a debt collection agent who has treated her insensitively and caused her distress by wrongly demanding increased repayments towards her debt. She a... (3 pages)View decision -
Decision Reference DRN1206367
9 May 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B complain that the mortgage advice that they received from Legal & General Partnership Services Limited was unsuitable.background Mr and Mrs B had an existing mortgage and a number of unsecured debts. L&G recommended that they re-mortgage and consolida... (2 pages)View decision -
Decision Reference DRN4226139
29 Sep 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMr W and Ms T complain about mortgage advice given by an appointed representative of Legal & General Partnership Services Limited.backgroundIn 2005, Mr W and Ms T took advice from L&G about re-mortgaging. Acting on L&G’s recommendation, they moved to a new lender, fixing their ... (2 pages)View decision -
Decision Reference DRN-2897756
23 Aug 2021 TSB Bank plc Not upheldMortgagesDRN-2897756 The complaint This complaint is about. Miss Y’s mortgage with TSB Bank plc. Miss Y is unhappy that TSB won’t consolidate her unsecured debt into the mortgage over an extended term. What happened The details of this complaint are well known to both parties so I won’t repeat them... (3 pages)View decision -
Decision Reference DRN-1372724
7 Oct 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1372724 The complaint Mr B has complained about the fees and charges Santander UK Plc (“Santander”) applied to his current account. He’s said he’s paid £1800 in charges and this caused financial distress. What happened Mr B complained to Santander in April 2019. Santander didn’t agree ... (3 pages)View decision -
Decision Reference DRN-1210527
21 Apr 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1210527The complaintMr A complains that National Westminster Bank Plc ("NatWest") unfairly recorded a default marker on his credit file, following its decision to write off a debt. What happenedMr A says NatWest closed his current account without warning and asked for repayme... (2 pages)View decision -
Decision Reference DRN4660494
9 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr H and Mr J guaranteed the debts of a company C to HSBC Bank plc. They say that the way HSBC handled C’s accounts has increased the amount they owe under the guarantee.backgroundSome years ago Mr H and Mr J signed a joint guarantee of C’s debts to HSBC. When C went into administ... (2 pages)View decision -
Decision Reference DRN7539426
30 Aug 2019 Shop Direct Finance Company Limited Not upheldBanking and creditMr A is unhappy Shop Direct Finance Company Limited (Shop Direct) registered a default against him in relation to a catalogue account. Mr A says he doesn’t believe there is any evidence to show that Shop Direct properly notified him of their intention to record the default. And he also say... (7 pages)View decision -
Decision Reference DRN-2587417
5 Mar 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2587417 The complaint Ms W is unhappy that MBNA Limited won’t acknowledge that the outstanding debt on her credit card is that of her ex-fiancé, Mr O, and that MBNA won’t transfer the debt to him. What happened Ms W opened a credit card account with MBNA in April 2015 and added Mr O as... (2 pages)View decision
