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 70772 results
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Decision Reference DRN-4029819
6 May 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4029819 The complaint Mrs I complains about how Capital One (Europe) plc has dealt with her account. What happened Mrs I says Capital One has sold her account debt to a third-party business. She questions if she owes the debt and says Capital One only made one attempt to speak to her a... (2 pages)View decision -
Decision Reference DRN-2612857
31 Mar 2021 Lowell Financial Ltd Not upheldConsumer CreditDRN-2612857 The complaint Mr L complains that Lowell Financial Ltd has harassed him while trying to recover a debt. Mr L complains Lowell is asking him to repay money he doesn’t owe. What happened Lowell says it acquired a credit card debt in Mr L’s name in March 2018 with an outstanding b... (2 pages)View decision -
Decision Reference DRN8043507
11 Dec 2018 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr M’s complaint is about a payment protection insurance (PPI) policy he was sold by Capital One (Europe) Plc with a credit card. backgroundIn 2007, Mr M took out a credit card with Capital One. At the same time, he was sold a PPI policy to protect the repayments ... (3 pages)View decision -
Decision Reference DRN8694225
30 Dec 2019 Vanquis Bank Limited Not upheldBanking and creditMr H complained because Vanquis Bank Limited recorded an ‘’Arrangement to pay’’ on his credit file. He wants Vanquis to record a ‘’Default’’ instead.backgroundMr H had a Vanquis credit card with a limit of £1,500. He exceeded the limit and had a balance of around £1,850. Mr H wasn’t able t... (2 pages)View decision -
Decision Reference DRN7606421
28 Sep 2016 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs B complain they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (L&G). Mr and Mrs B are represented by a third party I’ll call ‘R’ R says Mr and Mrs B feel particularly unhappy about the follow... (3 pages)View decision -
Decision Reference DRN8452548
21 Jul 2017 Fluent Money Limited Not upheldBanking and creditMr and Mrs A are complaining that Fluent Money Limited didn’t pass on information about Mr A’s creditors to a lender. This has meant that the lender wasn’t able to pay off his debts from the proceeds of a loan they took out.backgroundMr and Mrs A asked Fluent Money... (2 pages)View decision -
Decision Reference DRN-3778568
23 Jan 2023 The Royal Bank of Scotland Plc Not upheldInsuranceDRN-3778568 The complaint Ms B has complained about The Royal Bank of Scotland Plc (RBS) using the redress from a mis-sold payment protection insurance (PPI) policy to repay a debt, on the basis that it was written off when her protected trust deed ended. What happened Both sides are most ... (3 pages)View decision -
Decision Reference DRN4807826
28 Jun 2018 Nationwide Building Society Not upheldBanking and creditMr B’s representatives, the Citizen’s Advice Bureau (CAB), has complained on his behalf that correspondence relating to a credit card debt he has with the Nationwide Building Society (Nationwide) , has been sent directly to Mr B rather than to the CAB. Mr B is als... (2 pages)View decision -
Decision Reference DRN4914692
5 Nov 2015 Legal & General Partnership Services Limited Not upheldBanking and creditThis complaint is about a mortgage arranged for Mr and Mrs J by an adviser connected with Legal & General Partnership Services Limited (“L&G”). Mr and Mrs J are concerned about the suitability of advice to consolidate a 0% credit card debt into a mortgage term... (2 pages)View decision -
Decision Reference DRN-5525499
15 May 2025 West Bromwich Mortgage Company Limited Not upheldMortgagesDRN-5525499 The complaint Mr and Mrs A complain about action West Bromwich Mortgage Company Limited has taken in relation to the sale of the properties subject to buy to let mortgages, and action taken to recover the shortfalls following sale. What happened Mr and Mrs A had several buy ... (2 pages)View decision
