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 47842 results
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Decision Reference DRN2470463
3 Jul 2015 Santander UK Plc UpheldBanking and creditMr C’s brought this complaint on behalf of his late son G. Mr C complains that Santander UK Plc gave G misleading information about his account, causing G serious distress.background When G had some money problems, he agreed a debt management plan with Santander. He... (2 pages)View decision -
Decision Reference DRN2656438
23 Apr 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a flexible mortgage Mr and Mrs D hold with The Royal Bank of Scotland Plc trading as The One Account. Mr and Mrs D complain that The One Account changed the flexible element of the mortgage from a level facility to a reducing facility. They al... (2 pages)View decision -
Decision Reference DRN7510737
26 Oct 2018 Tesco Personal Finance PLC Not upheldPayment protection insurance (PPI)Mrs A has complained about the way Tesco Personal Finance PLC (“Tesco”) wants to use compensation following a complaint about payment protection insurance (“PPI”).backgroundMrs A took out a credit card with Tesco in 2000 and had a PPI policy attached to it. In 2012 she... (2 pages)View decision -
Decision Reference DRN-2452778
17 Feb 2021 Shoosmiths LLP UpheldConsumer CreditDRN-2452778 The complaint Mrs S complains that Shoosmiths LLP unfairly issued court proceedings in order to recover a debt she owed. She wants the proceedings to be withdrawn and any additional costs waived. What happened Mrs S tells us that she owes a debt to a business I’ll refer to as ”... (3 pages)View decision -
Decision Reference DRN7838154
29 Oct 2013 Hillesden Securities Limited Not upheldBanking and creditMrs E wants Hillesden Securities Limited to discontinue collection activity on a debt she says is unenforceable. Mrs E also says Hillesden has harassed her. Mrs E is represented in this complaint by Mr J. References to Mrs E should be taken to include submissions made by her representa... (2 pages)View decision -
Decision Reference DRN-5381782
2 May 2025 NCO Europe Limited UpheldConsumer CreditDRN-5381782 The complaint Mr C is unhappy with the service he has received from NCO Europe Limited (NCO) which relates to his fixed sum loan agreement. What happened In June 2024 Mr C’s original creditor sold his debt to Company A. To service the debt on its behalf, Company A appointe... (2 pages)View decision -
Decision Reference DRN9736632
22 Oct 2019 Oakbrook Finance Limited Not upheldBanking and creditMr B complains about Oakbrook Finance Limited, trading as ‘Likely Loans’ (“Likely Loans”) in relation to two loans he received from them. He feels that this lending was irresponsible and failed to take into account his other debts. He wants Likely Loans to refund all the interest he has pa... (3 pages)View decision -
Decision Reference DRN-3616677
29 Jul 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3616677 The complaint Miss P complains about the two credit limit increases made on her credit card account by Tesco Personal Finance PLC trading as Tesco Bank. She said neither of these increases was affordable for her, and she wanted Tesco to repay the interest she had been charged. ... (5 pages)View decision -
Decision Reference DRN1554844
20 Jun 2019 Bank of Scotland Plc Not upheldBanking and creditMr A is unhappy that he’s being chased for the debt that was left when his property was sold in possession in 2009 by Bank of Scotland plc (trading as Birmingham Midshires).backgroundIn June 2007 Mr A took out a mortgage with Birmingham Midshires. He got into fina... (2 pages)View decision -
Decision Reference DRN0148718
15 Jun 2016 American Express Services Europe Limited Not upheldBanking and creditMr C complains about how American Express Services Europe Limited has handled his request for a debt to be written off. He’s also unhappy with the way it dealt with his complaint.backgroundIn late 2015, Mr C asked both Amex and the agent which was collecting payments ... (2 pages)View decision
