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 77331 results
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Decision Reference DRN-2411556
18 Jan 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2411556 The complaint Mr S is unhappy that Vanquis Bank Limited (Vanquis) didn’t tell him about a remaining debt on his credit card account which it reported to credit reference agencies. What happened Several years ago, Mr S entered into a debt management plan through an external orga... (2 pages)View decision -
Decision Reference DRN-5442063
1 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5442063 The complaint Mrs F’s complaint relates to a credit card she had with Clydesdale Bank Plc trading as Virgin Money. She has said that she considered Virgin was irresponsible when it accepted her application, and later increased her credit limit, as neither were affordable for... (4 pages)View decision -
Decision Reference DRN4622529
24 Jul 2019 Nationwide Building Society Not upheldBanking and creditMr E complains that Nationwide Building Society (“Nationwide”) sold him an unaffordable loan and that it’s treated him unfairly while he’s experienced financial difficulties. Mr E has been represented when bringing this complaint. To keep things simple I’ve referred to him and his represen... (6 pages)View decision -
Decision Reference DRN2609590
30 Sep 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs S complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs S had a mortgage which was coming to the end of its fixed rate. They were advised by L&G to re-mortgage to ... (2 pages)View decision -
Decision Reference DRN-3795999
8 Nov 2022 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3795999 The complaint Mr S complains about the way in which Sainsbury’s Bank Plc has pursued him for repayment of a credit card debt. What happened Mr S has explained that he has been out of work for many years. He had to retire because of post-traumatic stress disorder and depression.... (2 pages)View decision -
Decision Reference DRN-3764544
5 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3764544 The complaint Mrs B says National Westminster Bank Plc unfairly closed her credit card account and passed it to a debt collector when she was making her repayments. What happened Mrs B says she has never missed a payment her credit card account, and is within her limit, yet Nat... (2 pages)View decision -
Decision Reference DRN-2175199
30 Sep 2020 OVO (S) HOME SERVICES LIMITED UpheldInsuranceDRN-2175199 The complaint Mr R complains about the way OVO (S) Home Services Limited (OVO) pursued him for a debt it said he owed on his cancelled home services policy. What happened In June 2018 Mr R renewed his boiler home services policy with OVO. Mr R opted to pay his premium in twelve... (3 pages)View decision -
Decision Reference DRN0646613
10 Mar 2015 Cabot Financial (UK) Limited Not upheldBanking and creditMr and Mrs R complain that Cabot Financial (UK) Limited is chasing them for money they don’t owe.backgroundMr and Mrs R were repaying debts via a debt management company. But they ended the arrangement, because it cost too much. Mr and Mrs R didn’t realise that the plan included payment... (2 pages)View decision -
Decision Reference DRN-3726062
30 Sep 2022 Nationwide Building Society UpheldMortgagesDRN-3726062 The complaint Mr T moved his mortgage from Nationwide Building Society. But his old mortgage wasn’t fully redeemed. He complains about how this happened, and that Nationwide then referred the outstanding payment straight to a debt collection agency, without contacting him. What... (5 pages)View decision -
Decision Reference DRN-1516162
2 Oct 2020 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-1516162 The complaint Mr H says he’s been treated unfairly because even though he made his payments to his debts Link Financial Outsourcing Limited (LINK for short) still defaulted him. What happened Link says it bought this ‘pre default status’ debt (relating to a credit agreement) fr... (3 pages)View decision