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 70502 results
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Decision Reference DRN9791955
22 Dec 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs M has complained about the way Capital One (Europe) Plc resolved the mis-sale of a payment protection insurance (PPI) policy.backgroundMrs M had a credit card with Capital One, which had PPI. Unfortunately, she fell into some difficulties. So in 2006, she made a ... (2 pages)View decision -
Decision Reference DRN-4899764
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4899764 The complaint Mr O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted his credit card account and loan account after he entered into a debt arrangement scheme. What happened Mr O says that he entered into a debt arrangement scheme in February 2020. He ... (3 pages)View decision -
Decision Reference DRN-2320596
10 May 2021 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-2320596 The complaint Ms E’s complaint is that The Royal Bank of Scotland Plc (RBS) has used the compensation from a mis-sold payment protection insurance (PPI) policy attached to credit card ending 9423 to reduce the debt it says Ms E still owes following completion of an Individual V... (2 pages)View decision -
Decision Reference DRN7423748
27 May 2015 Welcome Financial Services Limited UpheldPayment protection insurance (PPI)Mr H has complained about the way Welcome Financial Services Limited (“Welcome”) has used the compensation it agreed to pay him following a complaint about the sale of two payment protection insurance (“PPI”) policies.backgroundMr H took out a loan in 2003 and he took ... (2 pages)View decision -
Decision Reference DRN5464768
6 Sep 2019 Link Financial Outsourcing Limited Not upheldBanking and creditMr M complains that Link Financial Outsourcing Limited (‘Link’) is threatening legal action for a credit card debt he knows nothing about.backgroundMr M said he received a letter from Link giving him 14 days to reply before bailiffs and solicitors became involved. He found it quite alarmin... (2 pages)View decision -
Decision Reference DRN6521915
15 Nov 2013 NEO Media Solutions Limited UpheldBanking and creditMr E complains that he was misled by NEO Media Solutions Limited (“NEO”), trading as One Debt Solutions, about how long it would take to be debt free to persuade him to enter into its agreement. He says he has also incurred a county court judgement and defaults on his credit file becaus... (4 pages)View decision -
Decision Reference DRN-2582644
25 Feb 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2582644 The complaint Mr P complains that Vanquis Bank Limited (Vanquis) defaulted his account and didn’t tell him about the change of debt collection agency. What happened Mr P was made unemployed in May 2018 and was struggling to pay Vanquis. He spoke to Vanquis in October 2018 and a... (3 pages)View decision -
Decision Reference DRN8365061
22 Mar 2019 National Westminster Bank Plc Not upheldBanking and creditMr B complains, through his representative, that National Westminster Bank Plc won’t write off his debt even though he has a mental health condition and is in financial difficulties.background Mr B opened his credit card account with NatWest in April 2013. His rep... (5 pages)View decision -
Decision Reference DRN2563822
26 Mar 2014 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about two mortgages that Mr C has held with Bank of Scotland plc. Mr C sold one of his mortgaged properties in 2008, but a member of staff at the firm of conveyancing solicitors stole the sale proceeds instead of using them to repay the mortgage. Mr C is unhappy that B... (2 pages)View decision -
Decision Reference DRN8186725
3 Jul 2014 Lloyds Bank PLC Not upheldBanking and creditMr U complains that Lloyds Bank PLC sold his current account debt to a debt collection agency while he was on a repayment plan. He wants to be treated fairly. backgroundMr U had debts on his credit card and current accounts with Lloyds. He thought that these had been amalgamated and a re... (2 pages)View decision
