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-2573144
30 Jun 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2573144 The complaint Mr and Mrs T complain about how TSB Bank plc allocated funds following the sale of a secured property they both owned. What happened Mr and Mrs T sold a property in 2019. The sale proceeds were used by TSB to clear the mortgage on that property and to repay a debt... (3 pages)View decision -
Decision Reference DRN1314385
11 Jul 2018 Lowell Financial Ltd Not upheldBanking and creditMr P complains that Lowell Financial Ltd has not provided him with the information he has requested to prove the debt he paid towards was his.backgroundMr P says that around 2007 his house was repossessed and the bank with which he held a mortgage (the bank) recover... (3 pages)View decision -
Decision Reference DRN0678742
10 Dec 2015 Motormile Finance UK Limited UpheldBanking and creditMr R complains about Motormile Finance UK Limited’s customer service. He says its contact with him has been excessive and aggressive. background Motormile is a debt collector. It has bought a number of Mr R’s debts. Mr R complains about Motormile’s contact with him. H... (2 pages)View decision -
Decision Reference DRN3464872
12 Jul 2019 National Westminster Bank Plc UpheldBanking and creditMrs M complains about National Westminster Bank Plc (“NatWest”) for issuing a loan to her in early 2016. She says that she was struggling financially at the time and that NatWest encouraged her to take a loan which she could not realistically afford. She wants the loan to be marked as unre... (2 pages)View decision -
Decision Reference DRN5043025
12 Nov 2014 Bournes Limited UpheldBanking and creditMr B complains about a debt management plan he entered into with Bournes Limited (trading as Bournes Debt Solutions). He is unhappy that his debts were not cleared within the timeframe advised. Mr B is also unhappy with the way that Bournes handled his complaint.backgroundMr B entered a ... (2 pages)View decision -
Decision Reference DRN1243706
17 Mar 2016 Santander UK Plc Not upheldBanking and creditMrs L complains that Santander UK Plc didn’t contact her about a debt for several years. She asks that Santander apologises and writes off the debt.backgroundMrs L took out a loan with Santander in 2000. She had financial difficulties and made payments through a d... (2 pages)View decision -
Decision Reference DRN1198175
21 Nov 2018 Totemic Limited Not upheldBanking and creditMiss B complains that Totemic Limited, trading as Payplan, have cancelled her debt management plan (DMP). She wants it reinstating.backgroundMiss B entered into a DMP with Payplan in 2009 but in a review of her plan this year, Payplan told her they would be cance... (2 pages)View decision -
Decision Reference DRN7524246
3 Oct 2019 Kapama Limited UpheldBanking and creditMiss J complains that Kapama Limited have asked her to repay too much towards the loan she took out with a different lender.backgroundIn 2012, Miss J took out a pay day loan for £170 with a lender. The account fell into arrears and the lender applied charges to the account – the total bala... (4 pages)View decision -
Decision Reference DRN-3136974
30 Nov 2021 MBNA Limited UpheldBanking and PaymentsDRN-3136974 The complaint Mr C complains that MBNA Limited (MBNA) lent to him irresponsibly. What happened In August 2016, Mr C applied for a credit card from MBNA. It was approved with a limit of £6,700. Then further increases were requested by Mr C, and approved by MBNA: Date Limit Augus... (4 pages)View decision -
Decision Reference DRN7550828
21 Oct 2016 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr M’s complaint is about the sale of a payment protection insurance (PPI) policy and the way Capital One (Europe) plc (Capital One) has used the compensation it offered to put things right.backgroundMr M was sold PPI with his credit card in 2004. Mr M later enter... (2 pages)View decision