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 70661 results
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Decision Reference DRN5704896
31 Jul 2013 Welcome Financial Services Limited UpheldPayment protection insurance (PPI)This complaint concerns a single premium payment protection insurance (PPI) policy taken out by Mr and Mrs A in relation to a secured loan. Mr and Mrs A say Welcome Financial Services Limited (“Welcome”) mis-sold the policy. backgroundMr and Mrs A took out a loan with PPI. Mr and Mrs A... (3 pages)View decision -
Decision Reference DRN0072606
29 Dec 2014 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mr A’s complaint is about the way National Westminster Bank Plc (NatWest) paid him compensation for a mis-sold payment protection insurance (PPI) policy.backgroundMr A complained to NatWest about a single premium PPI policy sold alongside a loan. NatWest agreed to uphold Mr A’s complai... (3 pages)View decision -
Decision Reference DRN4556640
24 Sep 2015 Capquest Debt Recovery Limited UpheldBanking and creditMr W complains that Capquest Debt Recovery Limited has continued to pursue him for payment of a debt which has already been settled.background A debt Mr W had was assigned to Capquest in 2012. In 2014 he made an individual voluntary arrangement (IVA) covering a numb... (2 pages)View decision -
Decision Reference DRN1584632
14 Aug 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMr C complains that Lowell Portfolio I Ltd sent letters to an old address in respect of a credit card debt and then imposed charges. backgroundMr C had a credit card debt and the bank passed the debt to Lowell. Mr C says he wasn’t aware he owned any money and so he ... (1 page)View decision -
Decision Reference DRN1529436
11 Mar 2015 Next Retail Limited UpheldBanking and creditMr B complains that Next Retail Limited (“Next”) has refused to write off his debt, despite the fact that he is seriously ill. It has also transferred his debt to a third party. He further complains that Next only recorded adverse information on his credit file in 2014 rather than when... (2 pages)View decision -
Decision Reference DRN-2564426
29 Apr 2021 Bank of Scotland Plc Not upheldMortgagesDRN-2564426 The complaint Mr A complains that Bank of Scotland plc trading as Birmingham Midshires (“BM”) repossessed two properties that he had mortgaged with them in 2008, then sold them for much less than the outstanding mortgages. BM is now pursuing him for the shortfall. What happened... (2 pages)View decision -
Decision Reference DRN6509933
10 Sep 2019 Key Retirement Solutions Limited Not upheldBanking and creditMr and Mrs P complain through their daughter Mrs R that Key Retirement Solutions Limited recommended an equity release product for them in 2008 that was unsuitable. Mr and Mrs P would like to have the mortgage cancelled and interest and charges repaid. backgroundIn 2008 Mr and Mrs P were a... (2 pages)View decision -
Decision Reference DRN-5037563
11 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5037563 The complaint Ms M complains that HSBC UK Bank Plc has treated her unfairly and provided poor customer service when her credit card account fell into persistent debt. What happened In November 2023 Ms M tried to use her credit card but she found it was blocked. She telephone... (7 pages)View decision -
Decision Reference DRN8823704
16 May 2014 Shoosmiths LLP UpheldBanking and creditMiss M complains that Shoosmiths LLP refused to accept her repayment plan and has not worked with her to resolve her debt.background Miss M owes money to a building society and she suggested a monthly payment regime which would take some 200 years to pay off the debt. The society sugges... (2 pages)View decision -
Decision Reference DRN-5246544
10 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5246544 The complaint R, a partnership, comprising of Mr C and Ms T, complains that Barclays Bank UK PLC (Barclays) haven’t done what they’ve asked them to do when trying to remove one of the partners from their partnership business bank account. Mr C and Ms T are also unhappy that ... (3 pages)View decision