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 77095 results
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Decision Reference DRN7292362
7 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMrs U complains about the service she has received from National Westminster Bank Plc. She repeatedly asked it for statements to show how much she owed, but it did not send them. She is also concerned that it may have mis-calculated her debt.backgroundIn 2007 NatWest obtained a county c... (1 page)View decision -
Decision Reference DRN7168229
15 Dec 2016 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Mr S complains about the way that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A.(“Mapfre”) has handled his claim after he was taken ill abroad.I’ve previously issued a provisional decision in respect of this complaint. Mr S has responded to t... (4 pages)View decision -
Decision Reference DRN-3835509
1 Dec 2022 NewDay Ltd Not upheldConsumer CreditDRN-3835509 The complaint Miss B complains that NewDay Ltd acted irresponsibly when they agreed to provide two credit card accounts and later increased the account limits to a level that was unaffordable. Miss B is represented by a claims management company (“the CMC”). What happened In Ma... (4 pages)View decision -
Decision Reference DRN4524786
24 Mar 2020 Sainsbury's Bank Plc Not upheldBanking and creditMrs B has complained that Sainsbury’s Bank Plc (‘the bank’) has wrongly refused her claim under section 75 Consumer Credit Act 1974. backgroundMrs B says she had no choice but to use her Sainsbury credit card to pay around £4,000 to a company that claimed to be collecting, from her husband... (2 pages)View decision -
Decision Reference DRN2539816
2 Jun 2015 MKDP LLP Not upheldBanking and creditMr L has complained that MKDP LLP has not provided him with a deed of novation and deed of assignment for a debt. He feels this has caused him considerable stress, for which he would like to be compensated.backgroundMr L had a debt with a third party creditor, whic... (1 page)View decision -
Decision Reference DRN7725839
6 Aug 2019 Shoosmiths LLP Not upheldBanking and creditMr C complains that Shoosmiths LLP have been chasing him for a debt he doesn’t believe he owes. backgroundMr C took out a personal loan from Lender A in 2005. Mr C says he’d taken out loans with Lender A prior to this too. The 2005 loan fell into arrears and Lender A started its recovery a... (2 pages)View decision -
Decision Reference DRN7695572
3 Jul 2017 Cabot Financial (Europe) Limited Not upheldBanking and creditMr B complains that Cabot Financial (Europe) Limited, (“CFL”), is pursuing him for a credit card debt that he doesn’t recognise.backgroundCFL say that Mr B entered into a credit card agreement with a credit card provider (“P”) in November 2009. The card was sold to him... (3 pages)View decision -
Decision Reference DRN-3271650
24 Jan 2022 Telefonica UK Limited UpheldConsumer CreditDRN-3271650 The complaint Mr E complains that Telefonica UK Limited (trading as O2) allowed a third party to take out more than one fixed sum loan agreement in his name. What happened Mr E contacted O2 in late 2018 as he believed it had allowed someone to acquire a mobile phone using a fix... (6 pages)View decision -
Decision Reference DRN1504278
2 Oct 2014 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Miss D complained to this service as she was unhappy with the way National Westminster Bank Plc (NatWest) repaid compensation for two mis-sold payment protection insurance (PPI) policies. NatWest used part of the compensation to set against a debt on a closed current account Miss D had wi... (4 pages)View decision -
Decision Reference DRN5131794
25 Jun 2015 HSBC Bank plc Not upheldBanking and creditMr V complains on behalf of H, a limited company, that HSBC Bank Plc wrongly took over £8,800 from H’s current account.backgroundMr V was the director of two companies, H and a second company. Both companies had accounts with HSBC. In September 2014 H’s account was... (2 pages)View decision