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 70502 results
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Decision Reference DRN-2467554
21 Jan 2021 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2467554 The complaint Mr I complained that American Express Services Europe Limited (AESEL) lent to him irresponsibly What happened Mr I applied for a credit card with AESEL. The application was approved, and the card was issued in June 2016. In the same month, AESEL reviewed the activ... (3 pages)View decision -
Decision Reference DRN9565844
2 Jul 2014 Tesco Personal Finance PLC UpheldPayment protection insurance (PPI)This complaint concerns the redress related to four premium payment protection insurance policies (PPI) sold in association with loans from Tesco Personal Finance PLC (“Tesco”).Tesco has upheld Miss J’s complaint and offered her redress. But Tesco wants to use the redress due for all o... (5 pages)View decision -
Decision Reference DRN-3064799
30 Nov 2021 D A Calder Limited UpheldMortgagesDRN-3064799 The complaint Mr and Mrs F complain that D A Calder Limited (DAC) mis sold them an interest only mortgage in 2007. What happened In 2007 Mr and Mrs F had a mortgage with a company I shall call ‘L’. The product they had was coming to an end and at the same time Mr and Mrs F want... (4 pages)View decision -
Decision Reference DRN6344540
17 Nov 2015 Santander UK Plc Not upheldPayment protection insurance (PPI)Mr S is complaining that Santander UK Plc (Santander) has mis-sold him a payment protection insurance (PPI) policy. He’s not happy that it wants to use the compensation it’s offered to reduce a debt he has with Santander.backgroundMr S complained to Santander that it ... (2 pages)View decision -
Decision Reference DRN-4709750
22 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4709750 The complaint Mr M complains that NewDay Ltd trading as Aqua (“Aqua”) sold his account to a third party who pursued him for a debt which he’s already paid. What happened Mr M held a credit card account with Aqua. In January 2021 he took out a debt consolidation loan to pay off ... (2 pages)View decision -
Decision Reference DRN4878325
12 Sep 2016 Baines & Ernst Limited UpheldBanking and creditMrs J complains that she’s being asked to pay a debt which Baines & Ernst Limited told her had been repaid in 2011.backgroundMrs J had a debt management plan with Baines & Ernst. In November 2011, following an inheritance, she was able to repay her debts a... (2 pages)View decision -
Decision Reference DRN-2224392
5 Oct 2020 Gain Credit LLC UpheldConsumer CreditDRN-2224392 The complaint Mrs W says Gain Credit LLC (trading as Lending Stream) is wrong to pursue her for a debt she considers statute barred. What happened I sent Mrs W and Lending Stream my provisional findings on this complaint on 18 September 2020. I explained why I intended to uphol... (3 pages)View decision -
Decision Reference DRN8459197
26 Jan 2017 MBNA Limited UpheldBanking and creditMr P complains that MBNA Limited should have recorded a default against him in relation to his debt.backgroundMr P had a credit card debt with MBNA. In 2010, he says found himself in financial difficulties. He says used a debt management company (DMC) who contacted... (3 pages)View decision -
Decision Reference DRN-2547783
2 Feb 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2547783 The complaint A, a limited company, complains about how National Westminster Bank Plc has dealt with the repayment plan for its loan. Mr F, a director, brings this complaint on behalf of A. What happened Mr F said that A had previously complained to our service about its loan, ... (5 pages)View decision -
Decision Reference DRN-4378880
9 Nov 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4378880 The complaint Mr G complains that Capital One (Europe) plc should have declared his account in default when he started a debt management plan, and sought a £35 monthly payment, which wasn’t agreed with his debt plan. What happened The debt management plan Mr G agreed has run f... (4 pages)View decision
