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 74386 results
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Decision Reference DRN-4151581
6 Jun 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4151581 The complaint Mr W is unhappy that Nationwide Building Society won’t locate and release a charge held by them against his property in regard to an old debt. What happened Mr W discovered there was a charge registered against his property by Nationwide. Mr W contacted Nationwide... (3 pages)View decision -
Decision Reference DRN-2697109
14 Apr 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2697109 The complaint Mr H complains that Bank of Scotland plc has given him misleading information about a debt. What happened Mr H says Bank of Scotland has given him misleading information about a debt and who owns it. He says he received a cheque for £50 but without a clear explana... (2 pages)View decision -
Decision Reference DRN9514261
27 Aug 2013 Creation Financial Services Limited UpheldBanking and creditMrs U complains that, although she has been repaying a debt to Creation Financial Services Limited for several years under a debt management plan, the high rate of interest charged is making it impossible for her to clear the account.backgroundIn 2007 Mrs U told Creation that she had fina... (2 pages)View decision -
Decision Reference DRN6054252
30 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMiss H complains that Bank of Scotland plc trading as Halifax forced her into debt following a loan she says she was pressurised into taking out in 2011.backgroundMiss H says in 2011 Halifax reviewed her finances. She says at the time she had about £24,000 in savings and a credit card debt... (2 pages)View decision -
Decision Reference DRN-5728832
4 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5728832 The complaint Mr D complains that Clydesdale Bank Plc, trading as Virgin Money, have been unreasonable to default his account and not to agree to write off his debt. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (2 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-3273914
26 Jan 2022 Lloyds Bank PLC UpheldMortgagesDRN-3273914 The complaint Mr A and Mrs A complain that Lloyds Bank PLC paid outstanding disputed service charges and major works arrears, and then added the payment to their mortgage account. What happened Mr A and Mrs A have a buy to let mortgage with Lloyds on a leasehold property. On 4 ... (6 pages)View decision -
Decision Reference DRN3089373
8 Feb 2017 Express Debt Solutions Limited Not upheldBanking and creditMrs and Mr E complain about the service they received from Express Debt Solutions Limited under their debt management plan.background Mrs and Mr E’s debt management plan (DMP) was set up in 2011.Mrs and Mr E complained to EDS in 2016 about the service they’d received... (2 pages)View decision -
Decision Reference DRN3324404
13 Sep 2017 The Mortgage Works (UK) Plc Not upheldBanking and creditMr I complains that The Mortgage Works (UK) Plc (“TMW”) is unfairly seeking payment from him for a shortfall owed after it possessed and sold six properties. He wants matters put right.backgroundMr I had a buy-to-let mortgage with TMW. It possessed and sold the propert... (2 pages)View decision -
Decision Reference DRN7994206
10 Jan 2018 Hoist Finance UK Limited Not upheldBanking and creditMrs M complains that Hoist Finance UK Limited has recorded incorrect information on her credit file.backgroundMrs M complains that there are two markers for the same debt recorded on her credit file. One of the markers was applied by Hoist. The other marker was appl... (2 pages)View decision
