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 77095 results
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Decision Reference DRN7699642
3 Feb 2020 TSB Bank plc UpheldBanking and creditMrs R complains that TSB Bank plc recorded incorrect information on her credit reference file after she had settled a debt.backgroundMrs R entered into a Debt Arrangement Scheme (DAS) in 2011, which included her TSB credit card. She maintained her agreed repayments for the duration of that... (2 pages)View decision -
Decision Reference DRN-3296396
22 Apr 2022 First Central Insurance Management Limited Not upheldInsuranceDRN-3296396 The complaint Mr Y is unhappy with how First Central Insurance Management Limited (First Central) handled things when he wanted to cancel his motor insurance policy. What happened Mr Y took out motor insurance through First Central. He then sold his car and says he called First... (3 pages)View decision -
Decision Reference DRN6991179
9 May 2016 Santander UK Plc Not upheldBanking and creditMrs H’s complaint is that Santander UK Plc has unfairly pursued her for payment of two credit card debts. She says that Santander hasn’t been able to provide the original credit agreements for either account.Mrs H also says that Santander has incorrectly sent letters ab... (4 pages)View decision -
Decision Reference DRN0357954
31 Jan 2014 Marlin Financial Services Limited Not upheldBanking and creditMr A complains that Marlin Financial Services Limited pursued him for an invalid debt, refused to deal with his representative and failed to comply with regulations.backgroundIn November 2012 Mr A’s overdraft debt that had already defaulted was assigned to a third party company by the... (2 pages)View decision -
Decision Reference DRN5547661
24 Feb 2015 MKDP LLP Not upheldBanking and creditMr A considers that MKDP LLP must prove he owes it a debt or stop pursuing him for it.our initial conclusionsOur adjudicator said that based on what he had seen the debt does belong to Mr A. Therefore he could not recommend that we should uphold the complaint.MKDP accepted this recomme... (1 page)View decision -
Decision Reference DRN7688680
10 Jun 2016 TSB Bank plc Not upheldBanking and creditMr D complained that TSB Bank plc shouldn’t have lent him money, or given him more payment plans. He wanted his debt written off, and compensation.backgroundMr D opened a TSB account in late March 2014. He paid money in in early April. But straightaway he started ta... (2 pages)View decision -
Decision Reference DRN6077450
27 Feb 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr B is unhappy with how Capital One (Europe) plc (‘Capital One’) has offered to resolve his complaint about a payment protection insurance (‘PPI’) attached to a credit card. backgroundMr B took out a credit card in 1998. At the same time he was sold a PPI policy. Mr... (3 pages)View decision -
Decision Reference DRN2643044
29 Jun 2016 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mr K is complaining that National Westminster Bank Plc (‘NatWest’) mis-sold him two payment protection insurance (‘PPI’) policies. He’s unhappy that it’s used the compensation it offered to reduce an outstanding debt.backgroundIn Mr K took out two loans through NatWest ... (3 pages)View decision -
Decision Reference DRN-5646313
12 Sep 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-5646313 The complaint Mr M complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) have treated him unfairly in contacting him for debts they haven’t proven he owes. What happened Mr M’s complaint centres around three debts that Lantern are pursuing him fo... (3 pages)View decision -
Decision Reference DRN9883356
12 Oct 2015 R. Raphael & Sons Plc Not upheldBanking and creditMrs S complains that R. Raphael & Sons Plc (trading as Monument) paid a refund against her debt (which it had sold on) rather than to her direct. She wants to be paid the refund.backgroundMonument offered a refund relating to an optional Payment Break Plan (PBP... (1 page)View decision