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-4381438
1 Dec 2023 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4381438 The complaint Mrs N complains that Shawbrook Bank Limited was irresponsible in its lending to her. What happened Mrs N says that she only recently realised that lenders were required to carry out checks to ensure she could afford the repayments without taking on further debt. S... (2 pages)View decision -
Decision Reference DRN6221145
16 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMs D complains that, in spite of making substantial repayments, she has been unable to clear her credit card debts because of excessive interest charged by National Westminster Bank plc.backgroundMs D has two credit card accounts with NatWest. She says that she ran u... (3 pages)View decision -
Decision Reference DRN-5009096
19 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5009096 The complaint Mr D complains that Santander UK Plc asked a debt recovery company to collect his debt when he already had a payment plan in place with another debt recovery company. What happened Mr D holds an account with Santander. The account is a debt and in June 2023 San... (3 pages)View decision -
Decision Reference DRN-2674399
4 May 2021 National Westminster Bank Plc Not upheldInsuranceDRN-2674399 The complaint Mr G’s The complaint Mr G’s complaint is that National Westminster Bank Plc (NatWest) has used the compensation from a mis-sold payment protection insurance (PPI) policy to reduce the debt it says Mr G still owes following completion of an Individual Voluntary Arr... (2 pages)View decision -
Decision Reference DRN6941128
4 Mar 2014 Marlin Europe I Limited Not upheldBanking and creditMrs T complains that Marlin Europe I Limited has been asking her to repay a debt that she cleared in 2007. Mrs T wants Marlin to close the account, apologise and pay her compensation for the way she has been treated. Mrs T is helped with her complaint by a relative.backgroundMrs T h... (1 page)View decision -
Decision Reference DRN2378638
1 Aug 2017 Everyday Loans Limited Not upheldBanking and creditMrs N complains that two loans she took out with Everyday Loans Limited were unaffordable.backgroundIn June 2011 Mrs N took out a loan with Everyday Loans for £3000 to consolidate other debts. In August 2012 she took out a further loan for £6000 which consolidated he... (2 pages)View decision -
Decision Reference DRN1139438
2 Mar 2016 Bank of Scotland Plc UpheldBanking and creditMrs M complains that Bank of Scotland plc (trading as Halifax) failed to remove her name from a joint account she held with her husband and unfairly holds her liable for the overdraft debt. background Mrs M opened a joint Halifax account with her then husband, Mr S... (4 pages)View decision -
Decision Reference DRN-1562406
19 Jun 2020 Bank of Scotland Plc UpheldMortgagesThe complaint Miss J has complained that Bank of Scotland plc (‘BOS’) has, on several occasions, provided her with an incorrect balance in relation to a debt. What happened In 2010 a court separated a debt owed to BOS by Miss J and her former partner, and each was required to separately pa... (3 pages)View decision -
Decision Reference DRN1794449
20 Nov 2013 Barclays Bank Plc Not upheldBanking and creditMr and Mrs E complain that Barclays Bank Plc has misled them concerning options for settlement of their debt and has provided a very poor service. They want the bank to honour the settlement offer it made.background Mr and Mrs E had a business which involved the rental and operation ... (2 pages)View decision -
Decision Reference DRN-3095683
1 Nov 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3095683 The complaint Mr B complained that Bank of Scotland plc (“BoS”) had decided to make a refund from an old credit card account that was closed many years ago. But instead of paying the money to him, BoS paid it to the company that had bought this debt from BoS. What happened Mr B... (3 pages)View decision
