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 71155 results
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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 DRN-4036463
3 Oct 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4036463 The complaint Ms D complains Lloyds Bank PLC (Lloyds) unfairly closed her credit card account. What happened Ms D held a credit card account with Lloyds for some years. Around November 2020, Lloyds considered the account to be in persistent debt. Over the next couple... (3 pages)View decision -
Decision Reference DRN1881129
2 Mar 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B complain they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited.backgroundMr and Mrs B already had a mortgage when, acting on L&G’s advice, they re-mortgaged to another lender. In doing so they consolidated their un... (2 pages)View decision -
Decision Reference DRN0420472
25 Oct 2016 National Westminster Bank Plc Not upheldBanking and creditJ, a limited company, complains that National Westminster Bank Plc didn’t release security over its properties. It asks that NatWest release the security without charge. J is represented by its director, who I will call Mr B. backgroundJ had given a fixed charge over... (2 pages)View decision -
Decision Reference DRN2948313
30 Nov 2017 BW Legal Services Limited Not upheldBanking and creditMr R complains that BW Legal Services Limited phoned him at work about his son’s debt, that the caller misrepresented that she was a solicitor and that it disclosed his son’s confidential account information to him.backgroundBW Legal Services is a regulated debt colle... (2 pages)View decision -
Decision Reference DRN-4611065
21 Feb 2024 Conister Finance & Leasing Ltd Not upheldBanking and PaymentsDRN-4611065 The complaint A limited company, which I’ll call R, complains that Conister Finance & Leasing Ltd mis-sold it a bounce back loan (“BBL”) and unfairly usedc part of the proceeds to repay other debts. R is represented by its director, Mr H. What happened Conister told us: M... (3 pages)View decision -
Decision Reference DRN7445612
14 May 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs M complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs M had a mortgage with almost 20 years to run. They were in the fixed rate period, with about another three year... (2 pages)View decision -
Decision Reference DRN8229422
31 Mar 2019 Santander UK Plc Not upheldBanking and creditMr H complains about charges applied to his account by Santander UK Plc.background Mr H said that he used his Santander debit card to pay for transport. He didn’t have enough money in his current account to do that, but he said that Santander allowed the transaction... (3 pages)View decision -
Decision Reference DRN-5531729
19 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5531729 The complaint Ms T has complained Wise Payments Limited misrepresented the status of her personal account and was unable to provide clear data about credits and debits made. She disputed there was ever a debt on the account when her account was closed. What happened Ms T hel... (2 pages)View decision -
Decision Reference DRN8767611
19 Mar 2018 National Westminster Bank Plc Not upheldBanking and creditMr G and Miss B complain that National Westminster Bank Plc has defaulted their accounts.backgroundMr G and Miss B said that NatWest told them it was removing the overdraft facilities from their two joint accounts. They entered into a repayment agreement, and stuck to... (2 pages)View decision
