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 DRN-1916611
14 Oct 2020 National Westminster Bank Plc Not upheldInsuranceDRN-1916611 The complaint Mrs L is complaining that National Westminster Bank Plc (“NatWest”) has offset some of the compensation it offered her for its mis-sale of payment protection insurance (“PPI”) against debts which it says still remained outstanding after completion of Mrs L’s indiv... (3 pages)View decision -
Decision Reference DRN-1964239
24 Sep 2020 National Westminster Bank Plc Not upheldInsuranceDRN-1964239The complaintMiss F is complaining that National Westminster Bank Plc (“NatWest”) has used the compensation it offered for the mis-selling of payment protection insurance (“PPI”) policies to reduce the outstanding debt on the loans to which these policies were attached. What hap... (3 pages)View decision -
Decision Reference DRN9209386
3 Aug 2020 Hoist Finance UK Limited UpheldBanking and creditMr P is unhappy about the way Hoist Finance UK Limited (Hoist) pursued him for a debt.Mr P was dealing with Hoist’s appointed representatives, which means Hoist is responsiblefor their actions. To keep things simple, I’ll refer to both as “Hoist” in this decision.backgroundI set out the ba... (5 pages)View decision -
Decision Reference DRN2750762
21 Aug 2017 Welcome Financial Services Limited Not upheldBanking and creditMr P complains Welcome Financial Services Limited (trading as Welcome Finance) sold on a debt even though he’d settled it. backgroundIn 2007 Mr P took out a loan with Welcome Finance. By 2008 his circumstances had changed and he was unable to keep up with the repayments.... (2 pages)View decision -
Decision Reference DRN8861709
13 Nov 2018 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Miss M’s complaint it about how The Royal Bank of Scotland Plc (RBS) used compensation for a mis-sold payment protection insurance (PPI) policy to reduce a debt it says Miss M owes. backgroundMiss M took out a series of three loans with RBS and with each loan took out ... (2 pages)View decision -
Decision Reference DRN6137423
31 Jul 2013 NEO Media Solutions Limited Not upheldBanking and creditMiss R complains that NEO Media Solutions Limited (trading as One Debt Solution) did not distribute payments to her creditors.background Our adjudicator recommended that the complaint be upheld. He concluded that the plan One Debt Solution set up for Miss R did not meet the Office of Fa... (2 pages)View decision -
Decision Reference DRN3788687
22 Nov 2017 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Miss M isn’t happy with how Capital One (Europe) Plc (‘Capital One’) resolved her complaint about a payment protection insurance (‘PPI’) policy attached to her credit card.Miss M has been represented throughout her complaint. backgroundMiss M took out a credit card wit... (3 pages)View decision -
Decision Reference DRN2926408
31 Mar 2015 DFH Limited Not upheldBanking and creditMr H complains about the way that DFH Limited, trading as DFH Financial Solutions, has dealt with his debt management plan. He says that he agreed to pay £123 each month for 24 months to repay his debts but that the repayments are now required over a longer per... (2 pages)View decision -
Decision Reference DRN2959847
21 Oct 2013 Harrington Brooks (Accountants) Limited Not upheldBanking and creditMr N complains that Harrington Brooks (Accountants) Limited has not administered his debt management plan properly.background Mr N began a debt management plan (DMP) with Advanced Debt Solutions (now Harrington Brooks) in October 2007, paying £320 per month. In late 2011 he asked Harring... (2 pages)View decision -
Decision Reference DRN7468051
25 Jun 2018 Welcome Financial Services Limited Not upheldPayment protection insurance (PPI)Mr B isn’t happy with how Welcome Financial Services Limited (‘Welcome Finance’) has offered to resolve his complaint about a payment protection insurance (‘PPI’) policy attached to his loan.Mr B has been represented throughout his complaint. backgroundIn 2003 Mr B took ou... (3 pages)View decision
