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 DRN0575500
23 May 2013 HSBC Bank plc Not upheldBanking and creditMr L complains that HSBC Bank Plc acted improperly in relation to his loan application, by insisting on his HSBC credit card balances being repaid from the proceeds as a condition of the loan and not making sufficient enquiries of his other creditors. He seeks a refund of the amoun... (2 pages)View decision -
Decision Reference DRN-1529127
16 Sep 2020 PRA Group (UK) Limited Not upheldConsumer CreditDRN-1529127The complaintMr M disputes a debt with PRA Group (UK) Limited and feels it has treated him unfairly.What happenedPRA says it bought this debt (relating to a credit agreement) from a credit card company in February 2012 and that it is for Mr M to repay. It says after it bought th... (2 pages)View decision -
Decision Reference DRN5382333
3 Jul 2014 Barclays Bank Plc Not upheldBanking and creditMr N complains that Barclays Bank Plc transferred his debt to a third party debt collection agency when it had previously agreed to write it off. He wants the bank to pay him compensation and to either write off the debt or agree a repayment plan with him. our initial conclusions... (2 pages)View decision -
Decision Reference DRN5035634
12 Feb 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains that The Royal Bank of Scotland plc (RBS) put a charge on his property. He doesn’t believe it should have done so as he was in the process of setting up a trust deed at the time. Mr M would like the charge taken off his property.backgroundMr M says i... (3 pages)View decision -
Decision Reference DRN1600569
16 Jun 2015 Legal & General Partnership Services Limited Not upheldBanking and creditMrs J complains that she was given poor advice by an authorised representative of Legal & General Partnership Services Limited (L&G) when she re-mortgaged her house in 2005. Mrs J, who is represented by a claims management company (CMC), says this advice means s... (3 pages)View decision -
Decision Reference DRN1562997
15 Mar 2016 Independent Debt Management (IDM) Limited Not upheldBanking and creditMr and Mrs N are unhappy that their debt management plan ("DMP") with Independent Debt Management (IDM) Limited has not paid off their debts as promised. Mr and Mrs N have since separated, but they have agreed to bring this complaint together.background Mr... (3 pages)View decision -
Decision Reference DRN2394877
11 Jul 2016 National Westminster Bank Plc UpheldBanking and creditMr and Mrs T complain about the way National Westminster Bank Plc (“NatWest”) has dealt with them in connection with debt arising from an unpaid current account overdraft and a defaulted loan account. background This matter goes back a number of years and NatWest has... (3 pages)View decision -
Decision Reference DRN-4404022
20 Oct 2023 Evolution Lending Limited UpheldMortgagesDRN-4404022 The complaint Mr H complains that Evolution Lending Limited irresponsibly lent him a second charge mortgage (secured loan). What happened In 2019, Mr H took out a second charge mortgage with Evolution. He borrowed money to consolidate and repay existing debts elsewhere. He borr... (5 pages)View decision -
Decision Reference DRN2216159
7 Nov 2014 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mr A’s complaint is about the compensation from a mis-sold payment protection insurance (PPI) policy. National Westminster Bank Plc (NatWest) wants to use the compensation to offset against arrears. Mr A wants NatWest to pay the compensation directly to him.backgroundAn adjudicator from t... (2 pages)View decision -
Decision Reference DRN-3501507
21 Jul 2022 Totemic Limited Not upheldConsumer CreditDRN-3501507 The complaint Mr and Mrs N complain about the advice given to them by Totemic Limited, trading as PayPlan during their debt management plan (“DMP”). What happened Mr and Mrs N entered a DMP with PayPlan in 2005 and 2006 respectively. Between 2005 and 2020, Mr and Mrs N were mak... (2 pages)View decision