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 DRN-5421295
24 Mar 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5421295 The complaint Mr W complains Capquest Debt Recovery Limited have asked him to repay a debt which isn’t his. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and they for... (3 pages)View decision -
Decision Reference DRN1322336
13 Aug 2013 Welcome Financial Services Limited UpheldPayment protection insurance (PPI)This complaint concerns a single premium payment protection insurance (PPI) policy taken out by Mr A in relation to a personal loan. Mr A says Welcome Financial Services Limited (“Welcome”) mis-sold the policy. backgroundMr A took out a loan with PPI. Mr A complained to Welcome about t... (3 pages)View decision -
Decision Reference DRN1218071
24 Feb 2016 Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mrs N’s complaint is about the payment of compensation by Bank of Scotland plc for the sale of a payment protection insurance (PPI) policy.backgroundMrs N complained to Bank of Scotland about the PPI policy she was sold with a loan in December 2002. In September 2011... (3 pages)View decision -
Decision Reference DRN5539105
1 Aug 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs S complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).background Mr and Mrs S took advice on a re-mortgage from L&G. They switched lender and took out a ten year fixed rate. They also... (3 pages)View decision -
Decision Reference DRN1669303
20 Feb 2015 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mrs A’s complaint is about how National Westminster Bank Plc (Nat West) used the compensation it offered for her complaint about a mis-sold payment protection insurance (PPI) policy. Mrs A wants Nat West to pay all the compensation directly to her.backgroundMrs A complained to Nat West a... (3 pages)View decision -
Decision Reference DRN4716748
28 Jun 2013 HSBC Bank plc Not upheldBanking and creditMiss D complains about HSBC Bank plc debt collection process particularly collection calls, ignoring a repayment plan and passing the debt to a debt collection agency.backgroundMiss D had an overdraft with HSBC. She stopped paying into this account and opened an account with another b... (1 page)View decision -
Decision Reference DRN0084718
29 Jan 2015 Tesco Personal Finance PLC UpheldPayment protection insurance (PPI)Tesco Personal Finance PLC (Tesco) sent part of the compensation for a mis-sold payment protection insurance (PPI) policy to a third party debt collecting agency (DCA). Miss A says Tesco should pay all the compensation directly to her. backgroundMiss A took out a loan with Tesco, at the ... (3 pages)View decision -
Decision Reference DRN2572109
22 Jun 2015 Canada Square Operations Limited Not upheldBanking and creditMrs H complains that Canada Square Operations Limited went back on a deal it made with her. She says it agreed to accept £2,000 in full and final settlement of her debt. But it then sold on the debt – most likely as a result of an administrative mistake on its... (2 pages)View decision -
Decision Reference DRN1711236
31 Oct 2013 Creation Financial Services Limited UpheldBanking and creditMrs O complains that, despite making payments of just under £2,200 under a debt management plan, the amount she owes Creation Financial Services Limited has only reduced by just under £140. She wants the company to freeze interest on the debt.backgroundMrs O had a credit card with Creat... (2 pages)View decision -
Decision Reference DRN0885479
23 Dec 2019 Cabot Credit Management Group Limited Not upheldBanking and creditMr C complains that Cabot Credit Management Group Limited obtained a County Court Judgement (CCJ) against him before he had a chance to set up a payment plan.backgroundMr C had a credit card debt which Cabot bought in September 2015. Cabot wrote to him to let him know and asked that he con... (2 pages)View decision
