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 74313 results
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Decision Reference DRN3194946
5 Aug 2019 National Westminster Bank Plc Not upheldInvestment and pensionsThe liquidator of N complains that National Westminster Bank Plc hasn’t paid enough compensation in respect of an interest rate hedging product (IRHP) it sold to N in 2003.The liquidator has also made a complaint on behalf of a second limited company, which I’ll call ‘K’. A Mr C, who in 20... (8 pages)View decision -
Decision Reference DRN8116849
22 Nov 2018 Capquest Debt Recovery Limited Not upheldBanking and creditMr C’s unhappy that Capquest Debt Recovery Limited charged him interest on a debt he owed. backgroundIn 2009 Capquest bought Mr C’s debt from a bank. In May 2011 the debt was repaid in full by the supervisor of his IVA arrangement and this included an additional ... (2 pages)View decision -
Decision Reference DRN-4838232
6 Jun 2024 Topaz Finance Limited UpheldMortgagesDRN-4838232 The complaint Mr M complains that Topaz Finance Limited trading as Hyalite Mortgages is asking him to repay a shortfall debt which remains after the sale of his mortgaged property was used to pay off the rest of the debt. Mr M set out why he doesn’t think Hyalite should ask him... (4 pages)View decision -
Decision Reference DRN6797376
22 Dec 2015 HSBC Bank plc Not upheldPayment protection insurance (PPI)Ms G has complained that HSBC Bank Plc (HSBC) mis-sold her a payment protection insurance (PPI) policy. backgroundMs G took out a personal loan with HSBC in July 2004. At the same time she was sold a single premium PPI policy – this was paid for by an upfront cost... (2 pages)View decision -
Decision Reference DRN1669303
20 Feb 2015 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mrs A’s complaint is about how National Westminster Bank Plc (Nat West) used the compensation it offered for her complaint about a mis-sold payment protection insurance (PPI) policy. Mrs A wants Nat West to pay all the compensation directly to her.backgroundMrs A complained to Nat West a... (3 pages)View decision -
Decision Reference DRN-4029819
6 May 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4029819 The complaint Mrs I complains about how Capital One (Europe) plc has dealt with her account. What happened Mrs I says Capital One has sold her account debt to a third-party business. She questions if she owes the debt and says Capital One only made one attempt to speak to her a... (2 pages)View decision -
Decision Reference DRN-2612857
31 Mar 2021 Lowell Financial Ltd Not upheldConsumer CreditDRN-2612857 The complaint Mr L complains that Lowell Financial Ltd has harassed him while trying to recover a debt. Mr L complains Lowell is asking him to repay money he doesn’t owe. What happened Lowell says it acquired a credit card debt in Mr L’s name in March 2018 with an outstanding b... (2 pages)View decision -
Decision Reference DRN5120476
7 Mar 2019 Tesco Personal Finance PLC Not upheldBanking and creditMr P complains that Tesco Personal Finance PLC (Tesco) won’t accept his offer to settle his outstanding credit card debt.backgroundMr P has held a credit card with Tesco since 1999 with a limit of £4,000. In 2008 – when his credit limit had been increased – he tran... (3 pages)View decision -
Decision Reference DRN8694225
30 Dec 2019 Vanquis Bank Limited Not upheldBanking and creditMr H complained because Vanquis Bank Limited recorded an ‘’Arrangement to pay’’ on his credit file. He wants Vanquis to record a ‘’Default’’ instead.backgroundMr H had a Vanquis credit card with a limit of £1,500. He exceeded the limit and had a balance of around £1,850. Mr H wasn’t able t... (2 pages)View decision -
Decision Reference DRN7795519
5 Aug 2014 Capquest Investments Limited Not upheldBanking and creditMr Q complains that Capquest Investments Limited (“Capquest”) unfairly applied a default to his credit file for a debt, for which a county court judgement (“CCJ”) had already been registered on his file by the original creditor. He did not think it fair that Capquest was able to register... (2 pages)View decision
