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 71523 results
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Decision Reference DRN9824346
26 Mar 2015 Nationwide Building Society Not upheldBanking and creditMr U complains that Nationwide Building Society (“Nationwide”) obtained a County Court Judgement (“CCJ”) against him, and that this is registered on his credit file. background In May 2014 Mr U found out that Nationwide had registered a CCJ on his credit file. He sa... (2 pages)View decision -
Decision Reference DRN1342620
30 Jul 2013 Mortgage Express Not upheldBanking and creditMr C complains that Mortgage Express failed to respond positively and sympathetically to the financial difficulties he is facing because it will not allow him to re-arrange his mortgage.backgroundMr C asked Mortgage Express if he could restructure the loan to be interest only for a perio... (2 pages)View decision -
Decision Reference DRN2258293
2 Jul 2015 Arrow Global Limited Not upheldBanking and creditMr J complains on behalf of Mrs J that Arrow Global Limited is wrongly chasing Mrs J for a debt that she doesn’t owe.background Arrow is collecting a debt that is owed by someone with the same name as Mrs J. Mrs J complained in 2012 about the problem and Arrow ... (2 pages)View decision -
Decision Reference DRN9971493
9 Dec 2015 IG Index Limited Not upheldInvestment and pensionsMr W’s complaint is about how IG Index Limited handled losses on his account. He says: IG offers too much leverage it’s not clear how IG decides to close positions or how it deals with negative balances, and IG has aggressively chased his negative balance, instea... (2 pages)View decision -
Decision Reference DRN2953781
30 Apr 2021 Lloyds Bank PLC Not upheldBanking and creditMr J complains that Lloyds Bank PLC increased his minimum payments on his credit card and that his letters of complaint went unanswered. background In January 2019 Mr J received a letter from Lloyds to explain his minimum repayments would be increased... (5 pages)View decision -
Decision Reference DRN-3195529
21 Dec 2021 EUI Limited UpheldInsuranceDRN-3195529 The complaint Miss T has complained about her car insurer EUI Limited because it marked her credit file with a default, even though it had agreed to put its request for her to pay outstanding payments on hold. What happened Miss T had a policy with EUI which she’d agreed to pay... (4 pages)View decision -
Decision Reference DRN0154474
5 May 2016 Santander UK Plc UpheldBanking and creditMr G complains that Santander UK Plc recorded a default on his credit file when it shouldn’t have.background In August 2012, Mr G told Santander about his financial difficulties. It gave Mr G time to speak to a debt counselling service. As Santander didn’t hear bac... (3 pages)View decision -
Decision Reference DRN6586073
5 Sep 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains that The Royal Bank of Scotland plc misled him about being able to retain his existing current account and then sent him a letter saying his complaint had been resolved when it had not.background In February 2014, Mr M was filing for a debt relief order and wanted to keep ... (2 pages)View decision -
Decision Reference DRN-2227659
7 Jan 2021 TSB Bank plc Not upheldConsumer CreditDRN-2227659 The complaint X and the estate of Mrs M complain about the service she and it received from TSB Bank plc (TSB) when TSB were looking into whether to write off Mrs M’s debt. What happened In 2015 Mrs M entered a debt arrangement scheme. On 21 November 2018 TSB received a letter ... (2 pages)View decision -
Decision Reference DRN-4139782
24 May 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4139782 The complaint Mr A complains HSBC UK Bank Plc forced him to take out a loan to repay his overdraft. What happened Mr A had an HSBC business account with an overdraft. In April 2007, he says HSBC threatened to take him to Court unless he took out a loan to consolidate his overdr... (2 pages)View decision
