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 DRN5271703
11 Dec 2018 National Westminster Bank Plc Not upheldPayment protection insurance (PPI)Mr A’s complaint is about how National Westminster Bank Plc (NatWest) has used the compensation it offered to settle his complaint about a mis-sold payment protection insurance (PPI) policy which was attached to his credit card.backgroundMr A took out a credit card with ... (3 pages)View decision -
Decision Reference DRN-5078701
22 Oct 2024 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5078701 The complaint Mr C complains that Capquest Debt Recovery Limited passed his data to a third-party debt collector unlawfully, without his consent. Mr C wants Capquest to apologise and pay compensation. What happened In April 2024, Mr C received an email from a business I will... (3 pages)View decision -
Decision Reference DRN-2561889
5 May 2021 Experian Limited Not upheldConsumer CreditDRN-2561889 The complaint Mr B complains that Experian Limited is recording someone else’s information on his credit file. What happened Mr B has told us that he first contacted Experian about adverse information recorded on his credit file in 2015. The debt in question was recorded with t... (2 pages)View decision -
Decision Reference DRN9808173
9 May 2019 Scottish Friendly Assurance Society Limited Not upheldBanking and creditThis complaint’s about a consolidation re-mortgage Mr and Mrs B took out in 2006 on advice given by a representative of a business that is no longer trading. Responsibility for its activities has been taken on by Scottish Friendly Assurance Society Limited (“SF”) Mr a... (3 pages)View decision -
Decision Reference DRN-2850433
22 Jun 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2850433 The complaint Mr B complains that Sainsbury's Bank Plc has refused to write off his debt and has refused to provide reasons for the decision. What happened Mr B says he is unable to pay his debts following health problems. He says he asked Sainsbury’s to write off his debt... (2 pages)View decision -
Decision Reference DRN2673238
20 Nov 2015 Swinton Group Ltd UpheldInsurance (excluding PPI)Miss R complains that Swinton Group Ltd cancelled her motor insurance policy. She’s also unhappy that it used a debt collection agency to pursue her for a debt.Miss R wants the debt cancelled and compensation for the way things have been handled. backgroundMiss R took ... (4 pages)View decision -
Decision Reference DRN4524973
26 Nov 2015 Bank of Scotland Plc Not upheldBanking and creditMrs P complains that Bank of Scotland plc (trading as Halifax) is wrongly holding her liable for a credit card debt.backgroundHalifax pursued Mrs P – directly, and also through collection agents – in relation to a credit card debt. Mrs P says that, in spite of several... (3 pages)View decision -
Decision Reference DRN-6153142
13 Feb 2026 Hills Insurance Services Ltd Not upheldPensions and AnnuitiesDRN-6153142 The complaint Mr W complains the advice he received from Hills Insurance Services Ltd trading as Hills Financial Planning (HFP) to transfer his Occupational Pension Scheme (OPS) to a personal pension was unsuitable. This complaint relates to the advice given in April 2017. U... (8 pages)View decision -
Decision Reference DRN4472659
4 Apr 2017 Bank of Scotland Plc Not upheldBanking and creditT, a limited company, complains that Bank of Scotland PLC (BOS) has overcharged interest and it won’t agree to refund the amount overpaid. The complaint is brought on T’s behalf by its director, Mr T.backgroundT’s borrowing was restructured in 2006, with part of the... (2 pages)View decision -
Decision Reference DRN-3982685
18 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3982685 The complaint Mr P complains that Barclays Bank UK PLC (trading as Barclaycard) sold his credit card debt to a third-party firm without taking his personal circumstances into consideration. Mr P would like Barclaycard to write his debt off. What happened Mr P opened the credit ... (2 pages)View decision