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 DRN8992728
4 Jan 2019 Bank of Scotland Plc Not upheldBanking and creditMr F complains that Bank of Scotland plc (trading as Halifax) reported adverse information about him to credit reference agencies when he was on a debt management plan.backgroundMr F had a significant amount of unsecured debt including an overdraft with Halifax. He was... (2 pages)View decision -
Decision Reference DRN0381654
3 Feb 2015 Bank of Scotland Plc Not upheldBanking and creditMr C complains that Bank of Scotland plc acted unfairly when it sold his credit card debt onto a third party debt recovery agency, without first offering settlement terms to him at the same discounted figure. Especially since Mr C had already made repayment offers and the bank knew he w... (2 pages)View decision -
Decision Reference DRN8468161
22 Mar 2019 Santander UK Plc Not upheldPayment protection insurance (PPI)Mrs C’s complaint is about the way Santander UK Plc (“Santander”) has compensated her for its mis-sale of a payment protection insurance (“PPI”) policy attached to a loan.backgroundMrs C took out a loan for £8000 in 2002. At the same time she was sold a single prem... (3 pages)View decision -
Decision Reference DRN9651518
3 Feb 2017 NRAM plc Not upheldBanking and creditMr H complains that NRAM plc sold him a loan in 2006 without checking that he could afford it.backgroundIn 2006 Mr H borrowed a five-figure sum of money from NRAM. He made his contractual repayments for two and a half years, but then struggled to repay it. In 2015 ... (2 pages)View decision -
Decision Reference DRN5585321
10 May 2018 MEM Consumer Finance Limited UpheldBanking and creditMr F complains that MEM Consumer Finance Limited (trading as Payday UK) gave him loans that he couldn’t afford to repay.backgroundThe background to this complaint was set out in my provisional decision dated March 2018. An extract from this is attached and forms part ... (5 pages)View decision -
Decision Reference DRN9296846
28 Jun 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr J complains that Lloyds TSB Bank Plc did not send him a paying in book when he asked for one and as a result he was unable to make payments to repay his debt which is now the subject of court proceedings. Mr J asks that Lloyds TSB restores his credit files and pays compensatio... (2 pages)View decision -
Decision Reference DRN3464513
21 Nov 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs P doesn’t think it’s fair for The Royal Bank of Scotland Plc (RBS) to use a payment protection insurance (PPI) compensation offer it’s made to reduce her credit card debt, from which she was discharged when her protected trust deed came to an end.backgroundI issued my provisional decis... (4 pages)View decision -
Decision Reference DRN8330782
8 Jan 2015 The Mortgage Matters Partnership Not upheldBanking and creditMr and Mrs T complain that The Mortgage Matters Partnership recommended a mortgage that was unsuitable for them.backgroundMr and Mrs T had an existing mortgage- it seems recommended by the same advisor that later contacted them in January 2006. A fact find was then completed and a re-... (2 pages)View decision -
Decision Reference DRN-5433546
9 Apr 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5433546 The complaint Ms C says that a secured (second charge) loan she took out in 2021 with Tandem Home Loans Ltd trading as Oplo was unaffordable and irresponsibly lent. What happened Ms C applied for this loan in January 2021 through an independent mortgage broker. The offer iss... (4 pages)View decision -
Decision Reference DRN-3447530
13 Jun 2022 Debt Managers (Services) Limited UpheldConsumer CreditDRN-3447530 The complaint Miss N complains about the way that Debt Managers (Services) Limited (DMSL) handled the collection of accounts in her name. Miss N wants DMSL to compensate her for the impact the mistakes have had on her. What happened In early 2021, DMSL bought some debts in Miss... (2 pages)View decision
