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 71923 results
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Decision Reference DRN5538059
28 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMr L complains that Lloyds Bank plc recorded a default on his credit file without warning him, and while he was disputing the debt outstanding.backgroundIn March 2012 Lloyds wrote to Mr L, explaining that it had decided to close his accounts. It gave him two months’... (2 pages)View decision -
Decision Reference DRN-4789247
8 Jul 2024 1plus1 Loans Limited UpheldConsumer CreditDRN-4789247 The complaint Miss R, through her representative, complains that 1Plus1 Loans Limited (1Plus1) lent to her when she could not afford it and she says 1Plus1 only approved the loan because of the guarantor it required before lending. What happened Miss R applied for a loan of £1,... (8 pages)View decision -
Decision Reference DRN6736750
8 May 2017 Barclays Bank Plc UpheldPayment protection insurance (PPI)Mrs M is unhappy with how Barclays Bank Plc handled her complaint about Payment Protection Insurance (PPI). She says there have been discrepancies in relation to the outstanding debt. And that Barclays mis-led her to think that there was no outstanding debt. Amongst oth... (4 pages)View decision -
Decision Reference DRN6171631
20 Mar 2014 R. Raphael & Sons Plc Not upheldBanking and creditMs G complains that R. Raphael & Sons plc, trading as Monument, will not write off her outstanding debt to it. backgroundMs G owes a credit card debt to Monument. It agreed to accept reduced monthly repayments of £9 each month, which was then reduced to £3 each month and she is ... (1 page)View decision -
Decision Reference DRN9700816
2 Mar 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr D and Miss E complain that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr D and Miss E had an interest only mortgage, made up of several elements, some of which were on a fixed rate and some o... (3 pages)View decision -
Decision Reference DRN-3572034
4 Jul 2022 Zopa Limited Not upheldConsumer CreditDRN-3572034 The complaint Mr C complains about a finance agreement he took out with Zopa Limited (“Zopa”). What happened In July 2019 Mr C entered into a finance agreement with Zopa. Under the agreement Mr C borrowed £10,000 the agreement was to last for 36 months. Mr W’s monthly repayment... (5 pages)View decision -
Decision Reference DRN1021488
23 Dec 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs C has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (“PPI”).backgroundMrs C took out a credit card with Capital One and also took... (2 pages)View decision -
Decision Reference DRN-5191034
6 Dec 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5191034 The complaint Mr M complains that Marks & Spencer Financial Services Plc trading as M&S Bank gave him incorrect information about the position of his credit card debt. What happened The background to this complaint and my initial conclusions were set out in a provis... (3 pages)View decision -
Decision Reference DRN0778601
27 Jun 2018 Nationwide Building Society Not upheldBanking and creditMr and Mrs L have complained that Nationwide Building Society has demanded payment in full on a judgment debt before it will remove a charging order on a property owned in the joint names of Mr and Mrs L.backgroundMr and Mrs L own a property in their joint names. In 2... (2 pages)View decision -
Decision Reference DRN2249559
22 Apr 2015 R. Raphael & Sons Plc Not upheldBanking and creditMr M complains that R. Raphael & Sons Plc paid a refund of Payment Break Plan (PBP) fees to the debt collection agency which had taken over his account.backgroundMr M had an account with Raphael’s which was in arrears. He had been paying monthly PBP fees and chall... (2 pages)View decision
