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 69825 results
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Decision Reference DRN-3405237
30 Mar 2022 Southern Pacific Mortgage Limited UpheldMortgagesDRN-3405237 The complaint Mr N complains about the actions of Southern Pacific Mortgage Limited in respect of his mortgage with it after he became bankrupt. He says it: - Unfairly tried to pursue him for the outstanding debt. - Incorrectly applied a second default to the mortgage account i... (6 pages)View decision -
Decision Reference DRN2102426
3 Oct 2014 Black Horse Limited Not upheldPayment protection insurance (PPI)Mr W and Miss H’s complaint concerns two loans, one secured one unsecured taken with Black Horse Limited. They consider that the amount they repaid to a secured loan when settling it early was too high – and that Black Horse failed to properly explain the early settlement provisions or... (3 pages)View decision -
Decision Reference DRN5245277
9 May 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMr L complains that he has not been provided with information, including a copy of a deed of assignment by which Lowell Portfolio I Ltd (‘Lowell’) purchased a credit card debt Lowell says he owes. He wants either a copy of the deed or the debt cancelled and all re... (2 pages)View decision -
Decision Reference DRN-1741496
7 Aug 2020 Bank of Scotland Plc Not upheldConsumer CreditDRN-1741496The complaintMr G is unhappy with the way Bank of Scotland plc (trading as Halifax) has handled his loan account. What happenedMr G’s complaint is that:1. Halifax haven’t provided him with statements for his personal loan account2. Halifax charged him more than they should have ... (3 pages)View decision -
Decision Reference DRN5972443
12 Apr 2016 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mr D is unhappy that Capital One (Europe) plc used his payment protection insurance (PPI) refund towards his credit card account. backgroundMr D took out a credit card with PPI. When Mr D fell behind on the repayments, he came to an agreement with Capital One to settle... (2 pages)View decision -
Decision Reference DRN9883356
12 Oct 2015 R. Raphael & Sons Plc Not upheldBanking and creditMrs S complains that R. Raphael & Sons Plc (trading as Monument) paid a refund against her debt (which it had sold on) rather than to her direct. She wants to be paid the refund.backgroundMonument offered a refund relating to an optional Payment Break Plan (PBP... (1 page)View decision -
Decision Reference DRN7562738
1 Jul 2014 PayPal Sarl & Cie, SCA UpheldBanking and creditMr G complains that PayPal Sarl & Cie, SCA (“PayPal”) failed to reverse a fraudulent transaction on his account, as it had agreed, and used a debt collection agency to pursue him for money he did not owe.backgroundMr G’s PayPal account was accessed by a third party and a number of ... (2 pages)View decision -
Decision Reference DRN8809176
21 Jun 2016 Capital One (Europe) plc Not upheldBanking and creditMiss M complains that Capital One (Europe) plc hasn’t done enough to help her with her financial difficulties.backgroundMiss M’s credit card account went over its limit but she didn’t realise this because she didn’t check her statements. She said she continued to make ... (2 pages)View decision -
Decision Reference DRN6348099
27 Sep 2013 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc referred his outstanding debts to several external agencies in breach of relevant rules. He also complains that he has been harassed by the agencies concerned.our initial conclusionsThe adjudicator did not recommend that the complaint should ... (2 pages)View decision -
Decision Reference DRN1953738
14 Jun 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr E complains that Lloyds TSB Bank Plc has not done enough to assist him with his financial difficulties and he is unhappy with the contact he has had from its debt collection agents.backgroundMr E was made redundant in March 2010 and no more credits were received to his current accoun... (1 page)View decision
