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 DRN2959930
10 Feb 2014 Tesco Personal Finance PLC UpheldPayment protection insurance (PPI)Miss A has complained to Tesco Personal Finance PLC (Tesco) about the sale of three single premium payment protection insurance (PPI) policies. These policies were sold in conjunction with personal loans between March 2004 and October 2006. Tesco has upheld Miss A’s complaint and off... (4 pages)View decision -
Decision Reference DRN9575067
1 Aug 2013 Link Financial Outsourcing Limited Not upheldBanking and creditMr A and Ms C complain about Link Financial Outsourcing Limited (Link) failing to write to them in larger font size. Mr A is visually impaired and had requested, through his debt management company, that all letters are in a larger sized font. He says Link failed to do this. backgroundT... (2 pages)View decision -
Decision Reference DRN-3225305
3 Feb 2022 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-3225305 The complaint Mr H complains about the way that Moorcroft Debt Recovery Limited (trading as Moorcroft Group) (“Moorcroft”) handled the collection of a debt. What happened Moorcroft is handling the collection of a debt on behalf of a business I will refer to as “S”. The debt rel... (2 pages)View decision -
Decision Reference DRN-5629588
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5629588 The complaint Ms G complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY administered her debt. What happened Ms G owed NatWest a debt that was related, it appears, to an overdraft. Ms G had been making repayments towards her debt via a firm I’ll call “W”. In... (3 pages)View decision -
Decision Reference DRN2077028
10 May 2019 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr R’s complain is about the compensation Bank of Scotland plc (BoS) paid to settle his complaint about a mis-sold payment protection insurance (PPI) policy that was taken out alongside a loan.backgroundIn 2001 Mr R took out a loan with PPI through BoS. The premium fo... (5 pages)View decision -
Decision Reference DRN-3673985
23 Sep 2022 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-3673985 The complaint Miss B complains about Cabot Credit Management Group Limited’s actions when trying to collect a statue barred debt. What happened Cabot acquired a mail order debt in Miss B’s name in 2012. Cabot says its agents were instructed to collect the debt on its behalf and... (2 pages)View decision -
Decision Reference DRN6557897
12 Oct 2016 Butler-Do Ltd Not upheldBanking and creditMr and Mrs H complain that Butler-Do Ltd (then trading as Kensington Finance) mis-sold a debt management plan (DMP) to them, and that it was not the appropriate solution for their situation.backgroundMr and Mrs H took out the plan in 2013. Their representative argues ... (2 pages)View decision -
Decision Reference DRN2235105
6 Feb 2017 HSBC Bank plc Not upheldBanking and creditMrs C complains that she still has an outstanding debt with HSBC Bank plc. She believes she has overpaid the debt. She wants the debt written off.backgroundMrs C says she made regular payments to pay off the outstanding debt on her credit card. She made these paymen... (2 pages)View decision -
Decision Reference DRN8352923
26 Feb 2015 Idem Capital Securities Limited Not upheldBanking and creditMr E complains that Idem Capital Securities Limited (trading as Idem Servicing) is chasing him to pay an unenforceable debt it doesn’t own – and harassing him by using multiple debt collectors. backgroundIn 2007 Mr E entered into a hire purchase (“HP”) agreement with a third party – ... (2 pages)View decision -
Decision Reference DRN9415887
19 Dec 2018 Foundation for Credit Counselling Not upheldBanking and creditMiss H complains Foundation for Credit Counselling trading as StepChange failed to notify her it had stopped making payments to a creditor and as a result her account was defaulted. She wants an explanation as to how this happened.backgroundMiss H tells us she enter... (3 pages)View decision