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 69710 results
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Decision Reference DRN6670707
5 Jul 2013 Lloyds TSB Bank Plc UpheldBanking and creditMr S has complained that Lloyds TSB Bank Plc combined his debts and applied higher interest and charges to the outstanding balance. He also complains that the bank transferred the debt to a debt collection agency which began to chase him for repayment. backgroundOur adjudicator concluded ... (2 pages)View decision -
Decision Reference DRN-3551296
27 Jul 2022 ACI-UK LIMITED Not upheldConsumer CreditDRN-3551296 The complaint Mr L has complained about ACI-UK LIMITED, saying that they tried to take payments after a debt was recalled. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In February 2022, Mr L’s loan account was sold on in error. Th... (2 pages)View decision -
Decision Reference DRN9470056
17 Sep 2015 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc shouldn’t have lent him as much money as they did, and should’ve helped him when he got into financial difficulties. He wants HSBC to write off his debt, change his credit record and pay him compensation.backgroundMr A has had va... (3 pages)View decision -
Decision Reference DRN9106941
24 Nov 2017 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr E complains that Volkswagen Financial Services (UK) Limited (trading as SEAT Finance) handled his financial difficulty poorly when he lost his job. He says they didn’t discuss all options with him.backgroundMr E took out hire purchase agreements with SEAT Finance ... (2 pages)View decision -
Decision Reference DRN7045688
7 Feb 2017 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr M’s complaint is about the way The Royal Bank of Scotland Plc (RBS) used the money it offered him as compensation for the sale of several payment protection insurance (PPI) policies. backgroundIn 2016 RBS upheld Mr M’s complaint that it mis-sold him PPI policies a... (2 pages)View decision -
Decision Reference DRN-3122921
21 Dec 2021 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-3122921 The complaint Ms H has complained about Cabot Credit Management Group Limited chasing her for a debt. What happened This complaint is about a credit card account which was opened in 2018, defaulted in 2019, and then was sold to Cabot later that year. Ms H asked Cabot for copies... (2 pages)View decision -
Decision Reference DRN7181305
10 May 2016 HSBC Bank plc Not upheldBanking and creditMr J complains that HSBC Bank Plc has not treated him fairly, in that it used the proceeds of a cheque which had been incorrectly paid to Mr J’s closed account to repay a debt he owed. Mr J says the debt was mainly made up of excessive fees it had applied to the ... (2 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 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 DRN6549765
10 Apr 2013 National Westminster Bank Plc Not upheldBanking and creditMiss R complains about the way the bank has treated her over the years, first in pursuing for the repayment of a mortgage held in her ex-partner’s name and then selling her two loans which were unaffordable.background Miss R’s ex-partner took out a mortgage with NatWest to buy the pro... (3 pages)View decision
