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 DRN2291111
17 Jan 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr B’s complaint is about how The Royal Bank of Scotland Plc (RBS) has used the compensation due for a mis-sold payment protection insurance (PPI) policy which was attached to his credit card.backgroundIn February 2004 Mr B took out a credit card with RBS and at th... (3 pages)View decision -
Decision Reference DRN-3265597
20 Jan 2022 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-3265597 The complaint Miss R complains Link Financial Outsourcing Limited aren’t writing off a debt she owes them when there’s no reasonable prospect of her ever repaying it. What happened I issued a provisional decision, setting out what’d happened, and what I thought about that. I’ve... (3 pages)View decision -
Decision Reference DRN5354436
23 Nov 2017 Capquest Debt Recovery Limited Not upheldBanking and creditMrs W complains Capquest Debt Recovery Limited (Capquest) is asking her to pay back more than she owes.backgroundMrs W was contacted by Capquest about a debt originally taken out with another business (B). Capquest’s parent company (C) bought the debt from B and asked ... (3 pages)View decision -
Decision Reference DRN-2455565
14 Jan 2021 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2455565 The complaint Miss W complained that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) passed her debt to a debt collection agency declined her offer of a repayment plan What happened Miss W had a Tesco credit card. The last payment to it was made in December 2019. In Ap... (3 pages)View decision -
Decision Reference DRN9036841
26 Jul 2017 Sainsbury's Bank Plc UpheldBanking and creditMr J complains that Sainbury’s Bank Plc has not treated him fairly, in that it sold the balance of a debt which he understood to have been written off to a third party collections agency. Mr J does not believe he should have to pay the debt, and would like Sainsbur... (3 pages)View decision -
Decision Reference DRN1617271
23 Sep 2015 National Westminster Bank Plc Not upheldBanking and creditMrs F and Mr M complain that National Westminster Bank Plc mis-sold them a mortgagebackground Mrs F and Mr M had an existing mortgage, (the ‘Original Mortgage’), with another lender, the (the “Original Lender”), for a certain sum, (the ‘Original Loan’). In 2010 ... (3 pages)View decision -
Decision Reference DRN5184624
28 Oct 2014 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs D’s representative, a claims management company, complains that they were mis-sold a mortgage by an appointed representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs D had a mortgage, which they re-financed on a recommendation from... (2 pages)View decision -
Decision Reference DRN7872182
25 Sep 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs H complain that The Royal Bank of Scotland Plc (“RBS”) acted unfairly and unreasonably by declining their mortgage application and then charging an early repayment charge (“ERC”) when they moved to another lender. They want the ERC refunded and confirmation that a particular deb... (2 pages)View decision -
Decision Reference DRN-2047588
20 Oct 2020 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-2047588 The complaint Mrs B complains about the actions of Link Financial Outsourcing Limited (Link Financial) whilst trying to recover a debt that it says it acquired from the original lender. What happened On 16 December 2014 the original lender wrote to Mrs B to say her debt had bee... (2 pages)View decision -
Decision Reference DRN9854155
26 Jan 2018 Capital One (Europe) plc UpheldPayment protection insurance (PPI)ComplaintMr C is complaining that Capital One (Europe) plc (“Capital One”) has used the compensation it offered for the mis-selling of a payment protection insurance (“PPI”) policy attached to his credit card, to reduce his outstanding debt with it.backgroundIn 2015, fol... (2 pages)View decision
