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 DRN2538702
6 May 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc has not sent them any correspondence about their outstanding debt to it and say that the debt should be written off.backgroundMr and Mrs G had a mortgage account and a separate personal account with NatWest. They owed money t... (2 pages)View decision -
Decision Reference DRN-5013765
23 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5013765 The complaint Mr F complains that NewDay Ltd trading as Pulse sold his debt to a third party whilst he was in a payment plan. What happened Mr F held a Pulse Mastercard (formerly Amazon Classic Mastercard) with NewDay. In November 2021 Mr F contacted NewDay and told them he ... (2 pages)View decision -
Decision Reference DRN5945345
7 Jul 2015 The On-Line Partnership Limited UpheldBanking and creditMiss P complains that The On-Line Partnership Limited mis-sold her a mortgage. The complaint is brought on her behalf by a solicitor.backgroundWhen Miss P wanted to re-mortgage she sought advice from The On-Line Partnership. It recommended a two year fixed rate inter... (2 pages)View decision -
Decision Reference DRN2497163
20 Mar 2020 Canada Square Operations Limited Not upheldPayment protection insurance (PPI)Mr W has complained about the way Canada Square Operations Limited (“Canada Square”) has used the compensation it offered to settle a complaint about mis-sold payment protection insurance (“PPI”).backgroundMr W took out two loans with Canada Square. With each loan he took out a PPI policy.... (3 pages)View decision -
Decision Reference DRN4179862
21 Apr 2015 American Express Services Europe Limited Not upheldBanking and creditMr B complains that American Express Services Europe Limited passed his debt to a third party despite agreeing not to do so. backgroundMr B used his Amex card for several purchases in April 2014 and the due date for payment was 2 May. He did not make that payment bec... (2 pages)View decision -
Decision Reference DRN2919637
16 Oct 2014 WDFC UK Limited UpheldBanking and creditMiss D complains about a loan from WDFC UK Limited trading as Wonga.com (“Wonga”). Miss D says she repaid Wonga but was then pursued for the same debt by a debt collection company more than two years later, and paid it a second time. Miss D wants a refund and compensation from Wonga... (3 pages)View decision -
Decision Reference DRN3459367
27 Mar 2014 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs G complain that Lloyds Bank plc (previously Lloyds TSB Bank plc) wrongly retained the residual sale proceeds of their property in reduction of Mrs G’s business debt. backgroundMr and Mrs G signed a mortgage deed over a property that they owned, which gave Lloyds a second... (2 pages)View decision -
Decision Reference DRN4964548
6 Apr 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMs D and Mr P complain about the mortgage advice given to them by Legal & General Partnership Services Limited. Ms D and Mr P are represented by a solicitor. They ask for compensation.backgroundMs D and Mr P took out a mortgage in 2006 recommended by Legal & G... (2 pages)View decision -
Decision Reference DRN8037918
31 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMs R complains that NEO Media Solutions Limited (trading as One Debt Solution) charged excessive fees and did not distribute payments to her creditors.backgroundOur adjudicator recommended that the complaint be upheld. In summary she said: as NEO had not had any success in recovering mo... (2 pages)View decision -
Decision Reference DRN8890301
3 Jun 2015 Churchwood Financial Limited UpheldBanking and creditMrs G complains, on behalf of herself and Mr G, that Churchwood Financial Limited (“the firm”) mis-sold them a debt management plan (“DMP”). backgroundIn April 2009, Mrs G was cold-called by the firm to discuss with her its debt management services. Following discussions... (3 pages)View decision
