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 DRN6549765
10 Apr 2013 National Westminster Bank Plc Not upheldBanking and creditMiss R complains about the way the bank has treated her over the years, first in pursuing for the repayment of a mortgage held in her ex-partner’s name and then selling her two loans which were unaffordable.background Miss R’s ex-partner took out a mortgage with NatWest to buy the pro... (3 pages)View decision -
Decision Reference DRN2632963
18 Sep 2019 NRAM Limited Not upheldPayment protection insurance (PPI)Mr S’s complaint is a about a payment protection insurance (PPI) policy sold to him by NRAM Limited in 2005.The loan and PPI was sold by another business which later became part of NRAM Limited. I will refer to NRAM throughout this decision.backgroundIn March 2005 Mr S took out a loan for ... (3 pages)View decision -
Decision Reference DRN1052073
18 Nov 2015 HSBC Bank plc Not upheldBanking and creditMr and Mrs W complain that HSBC Bank plc unfairly set up an expectation that their mortgage application would succeed if they cleared unsecured debt. Although they acted on that advice, HSBC then declined their mortgage application. To resolve this complaint Mr and... (2 pages)View decision -
Decision Reference DRN5391027
16 Nov 2017 BPO Collections Limited Not upheldBanking and creditMr D is unhappy that BPO Collections Limited (“BPO”) continued to seek repayment for a debt after it was disputed. backgroundBPO are acting as debt collectors on behalf of another business, for a debt relating to a credit card which defaulted in 2012. Mr D dispute... (2 pages)View decision -
Decision Reference DRN2268029
7 Nov 2017 PRA Group (UK) Limited Not upheldBanking and creditMr H complains that PRA Group (UK) Limited hasn’t given him any evidence it bought his credit card debt or details of how much it paid for the debt.backgroundMr H had a credit card debt. He says PRA says it now owns the debt, but will not provide him with the... (2 pages)View decision -
Decision Reference DRN9001392
24 Sep 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains that The Royal Bank of Scotland Plc treated him unfairly when he was experiencing financial difficulties.backgroundMr S says that RBS didn’t treat him fairly when he was in financial difficulty – its actions made his situation worse. He says it took m... (2 pages)View decision -
Decision Reference DRN-3122921
21 Dec 2021 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-3122921 The complaint Ms H has complained about Cabot Credit Management Group Limited chasing her for a debt. What happened This complaint is about a credit card account which was opened in 2018, defaulted in 2019, and then was sold to Cabot later that year. Ms H asked Cabot for copies... (2 pages)View decision -
Decision Reference DRN9106941
24 Nov 2017 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr E complains that Volkswagen Financial Services (UK) Limited (trading as SEAT Finance) handled his financial difficulty poorly when he lost his job. He says they didn’t discuss all options with him.backgroundMr E took out hire purchase agreements with SEAT Finance ... (2 pages)View decision -
Decision Reference DRN7045688
7 Feb 2017 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr M’s complaint is about the way The Royal Bank of Scotland Plc (RBS) used the money it offered him as compensation for the sale of several payment protection insurance (PPI) policies. backgroundIn 2016 RBS upheld Mr M’s complaint that it mis-sold him PPI policies a... (2 pages)View decision -
Decision Reference DRN8590752
21 Sep 2016 Butler-Do Ltd Not upheldBanking and creditMs S complains that Butler-Do Ltd (which used to be known as Kensington Financial Management Consultants Ltd, and which I’ll call KFMC):-didn’t fully assess her circumstances before advising her to go into a debt management plan; and-didn’t tell her about the charges... (2 pages)View decision
