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 71523 results
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Decision Reference DRN9579504
10 Nov 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs F complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundIn 2006 L&G’s representative recommended a two year fixed rate mortgage on a repayment basis to Mr an... (3 pages)View decision -
Decision Reference DRN9048360
22 Feb 2019 National Westminster Bank Plc Not upheldBanking and creditMr R complains that National Westminster Bank Plc didn’t fully refund him for interest and fees he’d been incorrectly charged due to non-compliance. They kept some of the money to offset a debt that Mr R owed to them. Mr R says that they shouldn’t have kept any mon... (3 pages)View decision -
Decision Reference DRN-2609169
4 Mar 2021 Debt Managers (Services) Limited Not upheldConsumer CreditDRN-2609169 The complaint Mr K complains that Debt Managers (Services) Limited is chasing him for a debt he doesn’t recognise is his. He wants it to stop chasing him for this debt or provide documentary evidence it is entitled to collect it from him. What happened Mr K says that he was con... (3 pages)View decision -
Decision Reference DRN-5473348
30 Jun 2025 Intrum UK Limited Not upheldConsumer CreditDRN-5473348 The complaint Mr J complains that Intrum UK Limited (Intrum) caused him stress and upset by contacting him about a debt that was statute barred. What happened Mr J had a credit card that was taken out around 1999 with a business I’ll refer to as M. the account fell into arre... (3 pages)View decision -
Decision Reference DRN3706054
30 Nov 2016 Dissolve Debt Limited Not upheldBanking and creditMr and Miss W complain that Dissolve Debt Limited mis-sold them a debt management plan (DMP) and didn’t tell them the same service was available free elsewhere. Mr and Miss W are represented by a claims management company (CMC). backgroundMr and Miss W took ou... (2 pages)View decision -
Decision Reference DRN0841029
8 Nov 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr L is complaining that Capital One (Europe) plc has used the compensation it offered for the mis-selling of a payment protection insurance (PPI) policy attached to his credit card, to reduce his outstanding debt.backgroundIn 2016, following Mr L’s complaint through ... (3 pages)View decision -
Decision Reference DRN0454196
5 Jun 2013 Unique Debt Solutions Limited UpheldBanking and creditMr and Mrs A complain that an Individual Voluntary Arrangement (“IVA”) they entered into in November 2010 was mis-sold. They say Unique Debt Solutions Limited did not take into account that they were receiving Support for Mortgage Interest (“SMI”), which reduced their total monthly mo... (3 pages)View decision -
Decision Reference DRN-2921423
20 Oct 2021 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-2921423 The complaint Mr K complains that The Royal Bank of Scotland Plc (RBS) are pursuing him for two old debts. What happened Mr K had two debts. In January 2012, a debt of £772.85 (debt A) was referred to a debt collection agency (DCA). In August 2014, a debt of £1,178.37 (debt B) ... (3 pages)View decision -
Decision Reference DRN-3314472
21 Apr 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3314472 The complaint Mr D on behalf of the estate of Mr D complains about how Barclays Bank UK PLC dealt with him and his personal data. What happened Mr D says he told Barclays that his father had passed away and that there were two credit card accounts to settle. He says Barclays so... (2 pages)View decision -
Decision Reference DRN7688010
17 Nov 2017 WorldPay Limited Not upheldBanking and creditMrs R complains that WorldPay Limited has delayed contacting her about outstanding charges that she was not aware of. backgroundMrs R took a merchant services agreement in 2012 with WorldPay and was provided with a payment terminal. In February 2014 her monthly invoice... (2 pages)View decision
