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 74386 results
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Decision Reference DRN-2777889
8 Jul 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2777889 The complaint Mr B complains that Barclays Bank UK PLC trading as Barclaycard acted unfairly when it refused to write off the balance on his credit card. What happened Mr B had a credit card account with Barclaycard. He says that he’s experienced financial and personal difficul... (4 pages)View decision -
Decision Reference DRN1021488
23 Dec 2015 Capital One (Europe) plc Not upheldPayment protection insurance (PPI)Mrs C has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (“PPI”).backgroundMrs C took out a credit card with Capital One and also took... (2 pages)View decision -
Decision Reference DRN2240400
19 Sep 2019 Lloyds Bank PLC Not upheldBanking and creditMiss K isn’t happy that Lloyds Bank PLC passed a refund for interest and charges on to the firm they sold her debt to (who I’ll call “C”). backgroundLloyds carried out a review of a number of customer’s accounts. It was identified during this review that Miss K’s account hadn’t been manage... (2 pages)View decision -
Decision Reference DRN6736750
8 May 2017 Barclays Bank Plc UpheldPayment protection insurance (PPI)Mrs M is unhappy with how Barclays Bank Plc handled her complaint about Payment Protection Insurance (PPI). She says there have been discrepancies in relation to the outstanding debt. And that Barclays mis-led her to think that there was no outstanding debt. Amongst oth... (4 pages)View decision -
Decision Reference DRN0014693
2 Aug 2017 Capquest Debt Recovery Limited Not upheldBanking and creditMrs C complains that Capquest Debt Recovery Limited hasn’t sufficiently shown that it owns a debt on which it has asked her to make payments.backgroundIn March 2017 Mrs C wrote to Capquest asking it to prove that it was the legal owner of a debt that accrued on a cr... (2 pages)View decision -
Decision Reference DRN-4281561
3 Aug 2023 Pareto Financial Planning Limited Not upheldPensions and AnnuitiesDRN-4281561 The complaint Mr E complains that he was given unsuitable advice by Pensionhelp Limited to transfer deferred benefits from his Defined Benefit (DB) pension with British Steel (BSPS) to a personal pension. At the time of the advice Pensionhelp was an appointed representative of ... (6 pages)View decision -
Decision Reference DRN-4479047
27 Nov 2023 Lowell Financial Ltd Not upheldConsumer CreditDRN-4479047 The complaint Mr M complains about the way that Lowell Financial Ltd (Lowell) has managed the collection of a debt in his name. What happened Lowell Portfolio I Limited bought an outstanding debt in Mr M’s name and appointed Lowell to manage it on its behalf. Mr M complained th... (3 pages)View decision -
Decision Reference DRN2439313
8 Apr 2020 Legal & General Partnership Services Limited Not upheldBanking and creditMs A through her solicitor B complains that Legal & General Partnership Services Limited (“L & G”) mis-sold her a mortgage, through an appointed representative that was part of its network, by telling her that the only option available was interest only and by advising her to conso... (3 pages)View decision -
Decision Reference DRN-3480781
26 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3480781 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) affected his credit rating. What happened Mr S had three credit cards from Barclaycard. The key facts are shown below: Card A Date Limit April 2020 £12,000 September 2020 £10,700 June 20... (5 pages)View decision -
Decision Reference DRN3033590
29 May 2015 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs R complain that Legal & General Partnership Services Limited mis-sold a mortgage to them.backgroundLegal & General recommended a 15 year repayment mortgage in 2006. It also advised them to consolidate an unsecured loan. Mr and Mrs R say the adv... (2 pages)View decision
