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 70772 results
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Decision Reference DRN-3547140
5 Sep 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3547140 The complaint Mr A is unhappy that Bank of Scotland plc, trading as Halifax, charged interest to his credit account during a time when he was making repayments in line with a payment plan that had been arranged by a debt charity on his behalf. What happened Mr A found himself i... (4 pages)View decision -
Decision Reference DRN9337235
20 Dec 2013 NEO Media Solutions Limited UpheldBanking and creditMiss Y complains that NEO Media Solutions Limited (trading as One Debt Solution): misled her as to how quickly her debts would be cleared; did not clearly explain what it would charge for its services, or when these charges would be taken; and did not pass payments she made to i... (2 pages)View decision -
Decision Reference DRN8605285
26 Apr 2019 National Westminster Bank Plc Not upheldBanking and creditMrs W complains National Westminster Bank Plc (“Nat West”) continue to chase her for the payment of a debt when they’d previously told her when the account was defaulted she’d no longer be pursued for it. Mrs W is assisted in bringing her complaint by her husband Mr W.... (3 pages)View decision -
Decision Reference DRN7710470
12 Jan 2017 Clark Richards Limited Not upheldBanking and creditMr H complains that Clark Richards Limited, trading as Clark Richards Financial Management, (“CRL”), didn’t provide him with appropriate information about a debt management plan (“DMP”) with it. The complaint is brought to this service on Mr H’s behalf by a claims manage... (2 pages)View decision -
Decision Reference DRN6773788
12 May 2014 Liverpool Victoria Friendly Society Limited UpheldPayment protection insurance (PPI)Mr A’s complaint is about the amount of compensation he should receive from Liverpool Victoria Friendly Society Limited (“Liverpool Victoria”). Mr A believes he should receive all of the redress payable directly to him.backgroundMr A took out single premium PPI alongside a personal loan... (2 pages)View decision -
Decision Reference DRN3676781
17 Oct 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs F’s representative complains that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).backgroundIn 2005 L&G arranged a remortgage for Mr and Mrs F. The new mortgage was for around £40,000 over nine... (3 pages)View decision -
Decision Reference DRN-2375258
22 Feb 2021 Arrow Global Limited Not upheldConsumer CreditDRN-2375258 The complaint Mr R complains that Arrow Global Limited ignored his information requests and instead took legal action against him. Mr W wants Arrow to stop pursuing him for the debt. What happened In 2012, company S assigned its rights to pursue payment of an outstanding balanc... (2 pages)View decision -
Decision Reference DRN9947807
21 Nov 2016 National Westminster Bank Plc UpheldBanking and creditMr and Mrs C’s complaint is about the way National Westminster Bank Plc (“NatWest”) contacted them to repay a debt for which they provided their property as security.backgroundUnder a legal charge taken out in 2008, Mr and Mrs C provided their home as security for ... (2 pages)View decision -
Decision Reference DRN-3101920
2 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3101920 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) shouldn’t have charged him interest on repayments to his credit card, following a conversation he had with them. What happened Mr W was on a debt management plan from around October 2019 and he says he was paying no in... (3 pages)View decision -
Decision Reference DRN2712041
23 Dec 2019 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs W don’t think it’s fair for The Royal Bank of Scotland Plc (RBS) to use their payment protection insurance (PPI) compensation to reduce the debt from which they were discharged when their protected trust deeds came to an end in 2011.background Mr and Mrs W took out a series of e... (6 pages)View decision
